Case Study: Danke Apartment achieves 90% first-call resolution and doubled agent efficiency with Genesys PureConnect

Transforming China’s residential retail industry

Danke Apartment, founded in 2015, is a leading Chinese apartment management platform managing over 400,000 units and offering affordable, turn-key housing in major cities. As the business scaled, Danke struggled with a complicated legacy system, low agent efficiency and limited contact center scalability across its four centers and hundreds of agents.

Implementing Genesys PureConnect™—including inbound, self-service, automated routing and digital channels such as WeChat—connected Danke’s contact centers into an omnichannel platform. The solution doubled agent efficiency, boosted first-call resolution to 90% and raised overall customer satisfaction.

Danke Apartment

Cui Yan

Co-Founder