Product — Erasmus Quay Homes
A tenant portal people stopped calling about
Repair requests redesigned; phone volume fell by two fifths.
- Calls about repairs
- −40%
- Task success
- 94%
- Sprints
- 4
Tenants rang for everything because the portal answered nothing. We rebuilt the flows around the three real jobs — report, track, pay — and the call centre finally stopped being the interface.