Apleona

Apleona is a leading European provider of real estate and facility management services, specializing in integrated facility management for large corporate portfolios.

Project Summary

Apleona needed additional back office support for their internal operational team – needing native German-language skills and matching timezone to make sure full overlap with operations in Germany.

Client

Apleona

Country

Germany

Industry

Property Technology

Language

German/English

Technology

HubSpot

Challenge

“We faced a challenge with providing cost-effective, responsive back office support to our Employees in native German” says Sabrina S, Operations Lead. “Tickets were facing delays leading to frustrated staff and unmanaged cost.”

Solution

Adaire delivered native-German Language Back Office Team providing an 8 hours a day, 5 days a week support structure, that operates on Apleona business hours:

Integration: All staff are fully integrated into Apleona lifecycle and culture
Dedicated: All staff are 100% allocated to Apleona
Connected: All staff have full connectivity into appropriate Apleona systems

Results

“The outcome is more than just improved speed or security,” says Sabrina. “It’s a full transformation in service and delivery pride that reflects the quality and value that we bring to our customers. A seamless, elegant, and high-performing service worthy of Apleona.”

In 4 months of operations:

Ticket Backlog reduced 200%
Ticket Wait Time reduced by 3 weeks

In 8 months of operations

Backlog reduced to 0
Ticket turnaround reached 1 day

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