Case Study: WestCorp Management Group reduces call center costs and boosts tour conversion with Knock

WestCorp Management Group - Customer Case Study

WestCorp Management Group was evaluating CRM platforms to replace its existing provider and improve the customer experience for modern renters. Vice President of Marketing Emily McCann wanted a solution that could better support prospect communication while reducing reliance on costly call center support, and chose to trial Knock.

Knock’s CRM platform enabled WestCorp to convert inbound calls into text conversations, send real-time pricing and availability, and let prospects self-book tours 24/7. During a three-month trial, 26% of callers opted for text, call center costs dropped by 30% (about $500 per month), and text-based leads converted to tours at 12% compared with 3% for traditional call leads. WestCorp was pleased with the results and launched a portfolio-wide partnership with Knock.

WestCorp Management Group

Emily McCann

Vice President of Marketing