Cedar Management Group Reduces Overhead Costs Through Offshore Property Management Team

Background

Cedar Management Group (CMG) is a property management company that specializes in homeowner association (HOA) services. Founded in 2005 in Charlotte, NC, they oversee around 750 associations across North Carolina, South Carolina, Tennessee, and Virginia. The company consists of over 250 employees, who provide comprehensive management for communities and commercial associations, including accounting, maintenance, and architectural changes, easing daily tasks for Boards and homeowners.

Challenges and Needs

CMG faced challenges in recruiting skilled local customer service specialists to manage their after-hours HOA support channels, resulting in additional costs from hiring an onshore voicemail company. To address this, they sought a cost-effective outsourcing partner to recruit and train a dedicated offshore team. This partnership was essential in providing 24/7 support through chat, email, and calls, which solved their staffing concern and reduced their operational expenses.

Objective

KDCI was tasked with enhancing CMG’s HOA support by building a team of skilled customer service agents. This team was responsible for resolving urgent concerns, assisting with HOA-related matters, and improving customer experience. The goal was to delight customers and reduce operational costs.

Custom Solutions

In response to CMG’s challenges, KDCI Outsourcing developed a tailored solution by building a custom dedicated customer service team based in the Philippines. This offshore team worked closely with stakeholders in the United States, collaborating in real-time daily.

Team Composition

• 22 x Phone Support Agents
• 4 x Email Administrators
• 6 x 24/7 Maintenance Coordinators
• 2 x Quality Assurance Analysts
• 1 x Team Lead
• 1 x Senior Team Lead

Team Composition Details

These specialists are knowledgeable in customer service and have prior experience working in property management. This ensures that CMG’s HOA support is quick and effectively addresses customer needs. The customer service agents were trained to provide best-in-class support, focusing on emergency response and problem-solving. Comprehensive training on CMG’s branding and communication protocols was provided, and the team was assigned a rotation schedule based on the volume patterns of customer inquiries to ensure support is always available.

Results and Impact

The implementation of a dedicated offshore customer service team for CMG yielded remarkable results within 1 year:

Details

These enhancements significantly improved CMG’s productivity and agility, allowing them to scale up their operations.