Elevating Service Delivery in Real Estate & Hospitality
Redesigned operations and built a CRM blueprint that cut response times and delivered a consistently reliable owner-and-guest experience.
Client Context
A fast-growing property management company was hampered by manual, slow-response workflows that frustrated both owners and guests. Working alongside their leadership, StratSolCo reimagined processes and defined a CRM blueprint that set a new standard for speed and service reliability.
Key services
Service design & user-journey mapping
Stakeholder workshops & co-creation
CRM and ticketing system blueprint
Why choose us
Deep engagement with owners and staff
Clear, actionable technology roadmaps
Proven results in real estate and hospitality
From Manual Bottlenecks to Seamless Service
Slow response times were eroding trust between the company, property owners, and guests. We began by mapping the client and owner experience end-to-end, surfacing the friction that delayed action and communication.
Co-Designing the Future with Stakeholders
Owners and staff contributed to a series of collaborative workshops to reimagine how requests are reported, tracked, and resolved. This inclusive process ensured that the new approach reflected real operational needs and gained team buy-in.
Capturing Six User Journeys as a Clear Roadmap
Insights from interviews and workshops were distilled into six detailed user journeys. These journeys illustrated critical interactions, revealed opportunities to streamline every step of the service process and clear technology interaction points.
Blueprinting a Scalable CRM and Ticketing System
The journeys became the foundation for a new CRM and ticketing platform. We defined requirements, prioritised features, and guided developers to ensure the technology delivered measurable speed and reliability.
Positioned for Consistently Faster Response
With processes redesigned and a technology roadmap in place, the company is now equipped to resolve issues swiftly and consistently - strengthening trust with property owners and enhancing the client experience.