Telfin helped improve the customer experience of the Flat Inn property management platform

2023: Implementation of a comprehensive communications solution

On August 23, 2023, Telfin announced that it had helped improve the customer experience of the real estate management platform Flat Inn by implementing a comprehensive communications solution.

Flat Inn is a property management service that provides income to the owner without his direct involvement. The company conducts all communications with landlords and tenants remotely, support service specialists in communication with guests around the clock, communication is carried out through the user's personal account and by phone using the Telfin. Office PBX.

Now, with the help of virtual numbers, all representative offices of the company are combined into the corporate telephone network. As part of a single solution, Telfin processes both external incoming and outgoing calls for communication with clients and partners of Flat Inn, and internal calls for interaction between employees in Russia and Belarus.

In our work, we use the technology of price optimization based on, Big Data which allows us to daily adjust the cost of renting apartments, taking into account the demand, supply, seasonality and other events affecting the rental market. It is difficult to keep all these parameters in mind in reference to different real estate objects and guests. But thanks to integration various business applications, for example, AUTOMATIC TELEPHONE EXCHANGE Telfin. Office and, amoCRM we systematically keep a history of all communications and changes for each client, "said Elena Denich, Managing Director of Flat Inn.

To improve the quality of guest service, in particular, solving controversial issues, voice routing, voice analytics, as well as call quality assessment services and control of missed customer calls are additionally used in the work. Call processing takes place in seconds, which helps Flat Inn employees respond quickly in any emergency.

More and more real estate companies are moving to advanced solutions for communicating with customers. Their arsenal includes virtual assistants, artificial intelligence, low-code tools, omnichannel systems. The latest development, service and management trends help companies make the Russian real estate market more progressive and profitable, "said Ivan Pavlov, Telfin project manager.