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