Case Study: Buildium achieves 99% customer satisfaction and full call-center visibility with 8x8 Virtual Contact Center

8x8 Virtual Contact Center’s Integration With SalesForce Helps Software Developer Enhance Their Customers’ Experience

Buildium, a Boston-based property management software developer serving 8,000+ customers and managing over 750,000 residential units, struggled with a basic phone setup that left agents and managers without caller context or call-center metrics. With 68% of contacts coming by phone, the virtual PBX’s round-robin routing and lack of visibility made it impossible to route calls by product, forecast staffing, or give agents the customer information they needed.

Buildium implemented 8x8’s cloud-based Virtual Contact Center and integrated it with Salesforce, adding ACD desktop visibility, rebranded IVR prompts, and CRM-driven call pop-ups. The solution centralized call data as Salesforce activities, enabled better routing and staffing (21 extensions, 17 agents), introduced a “red carpet” voicemail option, and helped Buildium achieve a 99% customer satisfaction rate.

Buildium

Alan Laurentano

Call Center Manager