Case Study: PropertySource
The following is an interview conducted with PropertySource.
- Which department(s)/business unit(s) use HelpSpot?
All departments use HelpSpot to organize tasks, report and track technical issues or create and manage projects. - About how many requests do you process weekly?
I can tell you that the Member Success Team touches about 327 requests per week, but some requests are touched many times, so this number does not represent the number of requests received or created in a week. If I had to guess at a number, I would say 75 new requests a week, including internal and external. -
What do you see as the unique needs of your group and how does HelpSpot support those needs?
We need to track many different kinds of items such as projects, tasks and technical issues. Categories and Reporting tags are very helpful. Time tracking also makes it possible for us to analyze individual and team productivity. The Knowledge Books are a great feature for creating and growing knowledge bases by subject, then giving us the choice to make information available internally or externally. We use them for everything from corporate policy to online instructions for our programs and products. - How has HelpSpot improved your customer service?
Efficiency in tracking, retrieving, updating information is key to Customer Service. HelpSpot makes it very easy to locate the information we need to update a customer or even create a new help request for a customer. - Which features have the biggest impact on staff productivity and how you manage the support operation?
Time Tracker helps us understand how productively we are spending our time handling different kinds of requests. The overall user-friendliness of HelpSpot saves administrative time by making creation of projects, tasks or issue requests quick and simple. The feature that allows us to create multiple requests at a time for proactive efforts is a real time saver.
- Tell us if/how you're using the APIs, live lookup, or portal templates to customize your HelpSpot installation.
We are using live lookup to find customers and populate their data in the case. We also have customized the history area to integrate our proprietary applications. - Please feel free to share any additional thoughts on your experience with HelpSpot.
UserScape is an outstanding company with impeccable customer service. In critical moments they have always responded to our calls, supported their product and have gone above and beyond the call of duty. In a day of call centers and long response times, their company is a breath of fresh air.
About the Organization:
For the past 19 years, PropertySource Network has been the premier provider of relationship marketing tools and technology that establishes, enhances and maintains relationships between the real estate industry and consumers. Thousands of agents across the country are successfully employing The Relationship Revolution® business model created by PropertySource founder Bob Woehrle. The Relationship Master suite includes a comprehensive set of web-based relationship-building features that incorporate not only the latest technology and grass-roots training for both agents and managers, but also the personal touch that is the cornerstone of building solid relationships. All these elements have been integrated into a system that helps a company build and maintain their own relationship network. The program delivers powerful reach to promote company services and ancillary service partners. Many of the largest brokers in the country rely on this Louisville-based organization.