Outsourced 24/7 customer service responds to maintenance requests from Kruunuasunnot residents around the clock by phone and email.

Kruunuasunnot owns around 800 rental homes and manages approximately 1,200 homes in nine locations. Forgotten house keys and leaking taps do not keep office hours, so residents need access to property maintenance customer service around the clock, every day of the year.

DialOk’s professional outsourced customer service team supports Kruunuasunnot with telephone and email customer service as well as switchboard services.

24/7 customer service since 2016

The successful partnership has been running since 2016, says Katri Tattari, Administrative Director at Kruunuasunnot.

“Kruunuasunnot wants to serve its residents as flexibly as possible. That is why we wanted a service channel available 24/7, where residents could email non-urgent enquiries as well as call. We also wanted switchboard services from the same provider, so that it would have as complete an understanding of our operations as possible,” Tattari says.

Kruunuasunnot wants to serve its residents as flexibly as possible. That is why we wanted a service channel available 24/7, where residents could email non-urgent enquiries as well as call.

DialOk was also able to provide the outsourced service by connecting Kruunuasunnot’s own service number to its customer service team. At DialOk’s contact centre, agents can see which client company a call concerns before answering.

Tampuuri in outsourced customer service

Kruunuasunnot uses the Visma Tampuuri property management system, which is also used by the outsourced customer service team.

“Information passes directly from DialOk’s customer service to us, without intermediaries. When a new call comes in to the helpline, the agent logs the service request against the relevant property in Tampuuri. If a light has gone out in a stairwell, for example, a Tampuuri ticket goes straight from customer service to property maintenance, who can fix it immediately,” Tattari explains.

Customer service receives around 200 calls a month and handles a further 200–300 emails. DialOk’s customer service team also takes care of email enquiries.

“We ask customers to call about urgent matters, but email allows them to send a message whenever it suits them, without queueing. Maintenance helpline emails are also entered as tickets in Tampuuri.”

Outsourced maintenance support improves customer satisfaction and saves resources

The partnership between DialOk and Kruunuasunnot has become a smooth routine. A dedicated Customer Success Manager looks after the account. Our reseller partner Suomen ICT Picte Oy is also involved.

“Having worked together for a long time, DialOk’s team knows us and how we operate. The agents use Tampuuri confidently, and the thorough guidelines developed together with DialOk ensure that customer service runs smoothly. At our monthly meeting, we discuss current matters with our Customer Success Manager and update the guidelines as needed.”

Outsourcing makes our work easier and increases customer satisfaction.

Outsourced customer service saves time and resources while offering Kruunuasunnot residents a more comprehensive service.

“We can serve our customers 24/7 without tying up our own resources in service delivery, which allows us to focus on our core operations. Outsourcing makes our work easier and increases customer satisfaction. Collaboration is fast and efficient because the customer service agents use Tampuuri directly at DialOk’s contact centre.”

Customer service from one person to another

DialOk’s outsourced customer service and switchboard services are always delivered in Finland and carry the Key Flag symbol.

By outsourcing customer service to professionals, you can focus on your core business, confident that trained customer service experts are looking after your customers. DialOk is a Finnish provider with the Key Flag symbol, offering professional customer service delivered in Finland.

Read more about outsourced customer service for property maintenance or switchboard services:

Outsourced customer service for the property sector

Kruunuasunnot wanted to offer customers a flexible, cost-effective 24/7 maintenance helpline.

The company chose DialOk’s outsourced omnichannel customer service, switchboard services and Tampuuri integration.

As a result, Kruunuasunnot can provide fast, round-the-clock telephone support and email customer service, with information updated directly in its Tampuuri system. Customer satisfaction improves, while outsourcing frees Kruunuasunnot’s own staff for other tasks.