Streamlining Processes

Vantage Rentals

When it comes to property service or maintenance issues, traditionally guests call their host or property manager, who typically then phone around their list of approved local home service pros, to find someone to fix the problem. Once they find the right home service pro, they then have to get authorization from the home owner to send the home service pro in to inspect the job, which typically costs and finally get a price to fix the problem. The property manager then has to phone the home owner to sign off on the costings. The property manager is then back on the phone to the guest, to schedule the works, and so on.

These are long, laborious processes, that take up huge portions of the hosts and property managers time, that using Get Absolutely simplifies, and digitizes.

This is why Vantage Rentals, with more than 250 properties under management turned to Get Absolutely to help fix this exact problem. They found it difficult to manage the increasing third party costs and internal inefficiencies of guest service and maintenance problem management and turned to our platform to simplify their everyday needs, which weren’t being met by any other property management solutions.

The Problems

Internal inefficiencies

Vantage Rentals found it difficult to keep up to date of what properties had what problem and at what stage the problem was in the resolution process.

Time taken handling the service and maintenance problems

Until Vantage Rentals found Get Absolutely, they couldn’t find a solution that truly helped reduce the time it took for them to fix a problem and relied heavily upon unfit solutions, like Whatsapp to manage repairs.

Cost of handling due to amount of time spent on each problem

With the hours upon hours staff were spending on the phones trying to fix problems, it was difficult for staff to keep on top of everything else, which meant increasing costs as they employed more and more people to help.

Increasing supplier costs, due to lack of competition

Because of time restraints, it meant Vantage Rentals were always using the same home service pros, who were creeping their prices up and up, with no competition.

The Solution

Using Get Absolutely’s mobile applications on iOS, Android or the web portal guests, handymen or other employees can submit any service or maintenance problem at a property, including pictures, videos and descriptions. This is then sent to either the designated Property Management Software (PMS) like OwnerRez or Escapia, etc, via API, and notifies them of the problem, as well as receiving an email and SMS email notifying them of the service and maintenance issue being raised by the guest.

Logging in to Get Absolutely, they can then see the service and maintenance problem, and decide if they want to send in their handyman, send to their designated home service pro or send this out through Thumbtack to get further quotes.

Once the quotes are received back they can select their quote, send to the home owner to digitally approve. If under thresholds they can approve themselves and the home service pro is notified they’ve won the job.

The home service pro can then schedule with the guest directly to perform the job. The host, property manager and guest gets to see all tasks involved and can reschedule at any point. Guests can also ask for the host or property manager to be involved at any point, so the job is completed.

The host and property manager also have a take control button, so at any they can take control of the problem, and remove the guest from all notifications moving forward.

Once complete the guest is sent a net promoter score survey, so the host or property manager can keep track of their best performing partners, and prioritize sending them more jobs in the future.

At any point, once a problem is raised, the guest, host or property manager and home service pro can message through a secure encrypted messaging service.

Testimonial

“I was recommended Get Absolutely by a colleague, after telling me over dinner how it had made they’re staffs lives easier. I had a quick review and was skeptical, as I hadn’t seen anything like this before. It was a game changer in our office. Really struggled to find pro’s to do the works and the pros we used were starting to crush us with fee increases. However, using Absolutely simplified this process, and it’s more transparent than any other service.

Guests raise issues with us during their stay using the apps, and it’s cut down our phone calls dramatically. The messaging is great to, really simple to use and secure.

A quick shout out to Andy, who heads up customer success and to Mark for always being available to help, whenever we needed guidance.”

Benefits

Guest Uptake

They saw 79% of their guests move to digital in year 1.

Increasing Employee Productivity

An increase of 65% in employee productivity

Better view, less third party requirements

Service and maintenance problems, costs reduced by more than 33%

More competition, lower prices

20% reduction in third party costs per job

Speeding up response times

Took specific average problem times from 3 days to 1hr

Overall

Overall customer satisfaction improved dramatically