Case studiesBPOCebu IT Park, Cebu City
Multi-State Property Management Operations for a US Real Estate Firm
<5 min
Inquiry Response Time
96%
Portfolio Occupancy Rate
97%
Maintenance Ticket SLA
-63%
Cost per Inquiry Handled
The challenge
- In-house leasing team overwhelmed at 14,000 unit scale, unable to meet inquiry response SLAs
- Prospect inquiry response time averaging 4+ hours, well above the 15-minute best-practice benchmark
- Maintenance ticket resolution delays negatively impacting online review scores and tenant retention
- High cost of onshore leasing consultant labour eroding portfolio-level operating margins
- Portfolio occupancy rate stagnant at 88%, well below the target 95% for the asset class
The Corpshore approach
- Deployed leasing coordinators fully trained on Yardi Voyager and AppFolio at go-live
- Built a response-time SLA of under 5 minutes for all inbound leasing inquiries with automated routing
- Integrated maintenance dispatch with the client's vendor management platform and technician mobile workflow
- Established weekly QBRs with regional property managers and monthly executive reviews
- Cross-trained the team for accounting support during peak lease cycles and month-end close
Results and impact
| Metric | Before | After | Change |
|---|---|---|---|
| Inquiry Response Time | 4+ hrs | <5 min | -98% |
| Portfolio Occupancy Rate | 88% | 96% | +8 points |
| Maintenance Ticket SLA | 72% | 97% | +25 points |
| Cost per Inquiry Handled | Baseline | -63% | 63% reduction |
| Tenant NPS | 42 | 71 | +29 points |
| Lease Conversion Rate | 18% | 27% | +9 points |
Cebu handles our leasing inquiries faster than our internal team did onshore, at a fraction of the cost. That translated directly to occupancy.