Case Study: Dominium converts missed calls into new leases with Entrata's Leasing Center

Dominium Converts Missed Calls to New Leases

Dominium Management Services, based in Plymouth, MN, manages 197 properties and 21,875 units across 19 Midwestern and Southern states, including conventional, affordable, and senior housing. Facing lost leads and inconsistent service from missed or unmanaged calls, Dominium launched a pilot to test Property Solutions’ Leasing Center across a subset of properties with the goal of eliminating missed opportunities, maintaining high first-call service, and evaluating cost per lead and cost per appointment versus existing vendors.

Beginning in January 2013, Leasing Center handled all after-hours calls and unanswered business-hour calls for the pilot sites, with access to property data and Dominium’s lead management system to schedule appointments and escalate resident emergencies. Over the 90-day trial Leasing Center handled 44% of incoming property calls (2,312 interactions), created 792 guest cards, scheduled nearly 400 appointments (48% lead-to-appointment vs. 39% for a competitor), converted 50% of appointments to applications, generated 21 leases, and is estimated to deliver about $280K in otherwise lost annual revenue while cutting cost per guest card by 53% and cost per appointment by 62%; Dominium has since added the service to additional properties.

Dominium

Tracy Bolton