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.
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.
- 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
- Staff Support. LOAS’s own team also utilizes the bots for internal information searches, making their workdays smoother
Favorite Feature: The Student Budget Calculator
One of the most interesting elements of the LOAS customer story is the Student Budget Calculator. It supports students throughout their entire life transition by helping them visualize the total costs of living.
“I would definitely recommend Leadoo. Onboarding was smooth, cooperation has been easy, and meetings with our dedicated contact person are regular,” Vuorinen concludes.
LOAS in a Nutshell:
- Industry: Student Housing (Lappeenranta Region Student Housing Foundation)
- Volume: Up to hundreds of inquiries daily during peak seasons
- Challenge: Customer service congested by routine questions and a need for consistent service quality
- Solution: Leadoo’s smart bots and a tailored budget calculator
- Key Benefit: Reduction in manual work and freeing up the team’s time for more complex customer service tasks
