Program at a Glance

  • Industry: Real Estate
  • Client Headquarters: Coventry, United Kingdom
  • Global Markets Served: United Kingdom
  • Program Launch:  December, 2019
  • Staff: 1 Senior Agent / 2 Support Agents

Disrupter Real Estate Platform Outsources for Economy and Quality

A bootstrapped start-up, our client moved its customer support work to Lambent from their previous vendor, an application support firm in Eastern Europe. We proved to be an excellent fit for this value-conscious enterprise with high-quality, adaptable, dedicated* agents.

Our experience with start-ups impressed the real estate platform company. For them, our ability to work with new processes, recognize process gaps, and accommodate frequent code drops made Lambent the ideal outsourcing partner.

The program is an ongoing collaboration between our customer support team and the client’s operations and application development teams. As the company evolves its business model and consequently iterates its platform to meet customer needs, flexibility is paramount.

Lambent provides multi-channel customer support for the online app’s users: tenants, landlords, and property managers. We also handle back-office support as a service overlay to the client’s platform for tenant and landlord onboarding, background checks, maintenance requests and follow-up, safety certification tracking, and technical support.

* dedicated agents are full-time resources for a specific client

Bootstrapped Disruptor for Property Management

Property management in the United Kingdom is highly regulated and multilayered. Our client’s application emphasizes ease of use through self-service or assisted services. The platform serves a suite of property services ranging from turn-key real estate life-cycle management to specific modules where users select what they need.

The app smartly handles the minutiae of compliance and management. This approach dramatically streamlines and simplifies the property management process. Moreover, the platform prioritizes transparency with convenient online access to property leads and tenancy documents. Reporting includes tenant progress and all messaging communication between agents, tenants, and outside vendors.

Services

Customer Support

  • Chat, Email, Inbound Voice
  • Billing, General Inquiry
  • Client Onboarding/Offboarding

Data Management

  • CRM Management
  • Data Mining

Virtual Assistant

  • Operator Services
  • General Administration

eLearning

  • Client Knowledgebase
  • Process Mapping & Documentation