Smart automation guarantees a superior customer experience and frees up time for meaningful interactions

The Lappeenranta Region Student Housing Foundation (LOAS) provides homes for thousands of students. During peak seasons, when the number of inquiries rises to hundreds per day, Leadoo’s smart tools help keep response times short and service quality high.

At the heart of the LOAS office is the goal of providing affordable homes and smooth everyday life for students. Office Manager Pirita Vuorinen leads the customer service team, whose daily routine becomes particularly fast-paced in early summer as new students begin their search for housing.

Hundreds of Inquiries a Day. How to Maintain Quality During the Rush?

In student housing, the seasons are intense. LOAS received a vast number of inquiries regarding questions for which answers could already be found on the website, but locating them was challenging for the customers.

“As a team, we want to offer a superior customer experience, fast response times, and consistent service. We wanted to ease the workload of our customer service and automate frequently recurring questions, while still maintaining personal service for those who need it” Vuorinen explains.

“Our site is visited by a variety of different key audiences. We need our conversational tools to help funnel them clearly, swiftly and relevantly. Not just for lead generation purposes, but for user experience. With something as sensitive as pensions, trust and usability are core values we have to demonstrate throughout our site.”

A Reliable Partner with Sector Expertise

LOAS chose Leadoo because the service felt tailored to their needs from the very beginning. The representative’s expertise and the positive experiences of other student housing foundations convinced Pirita and her team.

According to Pirita, the onboarding process was very smooth: “After every meeting, we received a summary of what was discussed and the plans for the next steps. We have received great ideas from the Leadoo team on all the different ways their tools can be utilized in our operations.”

More Time for Complex Customer Situations

Although the cooperation is still relatively new, the effects are clearly visible in daily operations. Leadoo’s bots don’t just serve students; they have also become an important tool for LOAS’s own staff.

Staff Support. LOAS’s own team also utilizes the bots for internal information searches, making their workdays smoother

Less Manual Work. Bots handle many routine questions, which frees up the team’s time to solve more complex customer situations

Reliable Information Retrieval. The bots provide accurate information even for free-form questions, speeding up interactions for both parties

As Ben explains, “for our senior colleagues, reducing the burden on our busy administration teams was a priority for the new website. Historically we receive a number of repeat questions on how members are able to access their pension, what happens at retirement, etc. While important to address, these enquiries were taking up a lot of manual time for our teams.”

Since September 2024, TPT’s digital team has been using Leadoo AI to completely streamline customer service. Now, AI instantly answers these FAQs through TPT’s ‘PensionBot’.

Successfully streamlining customer service was immediate. In the first two months of AI going live, there was a 32% reduction in website enquiries that came through to the contact centre.