The challenges
Keatons is a property management company that offers sales, lettings, and property management services across their portfolio.
Keatons came to PropCall with 3 key challenges they wanted us to help them overcome:
1. Low Quality Lead Capture
Keatons initially used one of the world’s largest answering services to handle overflow sales enquiries. However, this service lacked the quality and contextual understanding needed to capture leads effectively.
2. Unnecessary Contractor Call-Outs
A higher-than-necessary volume of contractor dispatches based on residents' perceptions rather than actual emergency criteria. This led to unjustified costs and strained relationships with landlords.
3. Increased Administrative Burden
Challenges in recharging tenants for misused out-of-hours services, resulting in both financial and relational friction. This not only drained resources but also detracted from their mission of delivering exceptional service.
What We Did
What We Did
The Solutions
Around-The-Clock Support
We implemented a complete after-hours call handling service with trained property managers available at all times, including public holidays.
Video Call Troubleshooting
We introduced video call capabilities to enable real-time visual assessments of maintenance issues, reducing unnecessary call-outs.
Emergency Call-Out Reduction
We deployed experienced property managers to triage calls, significantly cutting down on unnecessary emergency call-outs.
Integrated Lead Capture
We integrated with Keatons’ CRM system to ensure all after-hours and overflow sales/lettings leads were seamlessly fed to them.
Whitelabel service devliery
We delivered all support interactions under Keatons’ brand, ensuring residents and landlords experienced a consistent service.
The Outcomes
Propcall’s service has provided excellent results for Keatons:
95% of plumbing, heating, and electrical issues were either resolved or made safe during the first contact via phone or video call. This led to an immediate improvement in tenant satisfaction and property protection, with fewer follow-ups or escalations.
In addition, we estimated annual savings of over £25,000 for landlords by preventing unnecessary contractor dispatches and emergency call-outs; this meant that Keatons were able to deliver better value to its landlord clients while protecting their investment properties.
By cutting down on inappropriate emergency calls and misuses of the out-of-hours line, Keatons’ internal team faced less admin work around justifying emergency charges to landlords, as well as attempting to recharge costs to tenants. This freed-up team resources to focus on proactive service delivery.
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Keatons chose PropCall because they needed a partner who could deliver expert, hands-on property management support after hours while seamlessly integrating with their existing systems.
PropCall stood out by offering trained property managers instead of generic call handlers, proactive CRM integration, innovative solutions like video call troubleshooting, and a fully whitelabelled service that maintained Keatons’ brand standards.
Our responsive and collaborative approach gave Keatons confidence that PropCall would act as a true extension of their team, delivering the same high-quality service day and night.
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Beyond maintenance call handling, we offer letting agents comprehensive services including:
24/7 emergency response
Viewing scheduling
Qualification of applicants
Rent collection support
Property marketing assistance
Our flexible solutions can be tailored to complement existing teams and systems to maximise efficiency and improve customer service while reducing operational burden.
