Case Study: Gallery Residential scales customer service and maintains lead quality with Zuma

Gallery Residential boosts after-hours lead capture 49.4% with Zuma

Gallery Residential, a boutique multifamily company, faced a challenge when one of its properties became inundated with leads, overwhelming its on-site team and threatening its reputation for elevated hospitality. The volume of inquiries led to unanswered calls, a deteriorating customer experience, and negative reviews. To address this, the company turned to vendor Zuma and its AI Leasing Assistant, Kelsey.

By implementing Zuma's AI Leasing Assistant, Gallery Residential maintained its high 27% lead-to-tour conversion rate while capturing 49.4% of after-hours prospects. The solution reduced the on-site team's workload by approximately 70% and eliminated negative reviews related to unresponsive service, allowing the team to scale its customer service without sacrificing quality.

Gallery Residential