Lessen-Bloomfire Partnership Boosts Customer Service

Centralization is key to Lessen’s property management solutions. The seamless coordination of processes in a single portal allows users to make smarter decisions that generate cost and time savings and make more strategic decisions for growth.

Helping drive that centralization is Lessen’s partnership with Bloomfire, an industry-leading AI knowledge management system. By centralizing information, enhancing search functionality, and enabling seamless collaboration, Bloomfire has become an indispensable asset in Lessen’s journey toward operational excellence and superior customer service.

Breaking Down the Siloes

Before Bloomfire, call center agents found themselves scrambling to find answers to questions – no matter what they might be. The agent would need to scroll through shared folders on the company server with the uncertainty that they were accurate or dated. The time delay created the risk of frustrating the client. Information was difficult to track and update.

In short, call center teams were stuck navigating siloed systems that hindered collaboration and operational efficiency.

One Source

Lessen’s partnership with Bloomfire is key to transforming the knowledge sharing process. Through Bloomfire, Lessen operators gained access to “The Source,” a centralized and intuitive platform that consolidated client guides and policies into a single platform. It includes enhanced search capabilities, which means relevant client information is accessible within seconds. Curated workflows give Lessen’s team the power to update documents immediately and consistently.

The new centralized process improves Lessen’s relationship with its clients because call times are reduced, quotes are delivered faster, and work orders are completed with greater efficiency. Operators also have a greater peace of mind knowing that no matter what is asked of them, they’ll have the answers at their fingertips within seconds. That creates confidence both for them and for the clients.

The results are already evident: Lessen call center surveys average a 4.85/5 satisfaction score.

What’s Next?

Bloomfire’s integration with SharePoint is positioned to speed up service even faster, given that Lessen operators will have immediate access to shared documents and reference guides. The platform’s AI capabilities will also help quicken the pace of calls – eventually AI will be able to suggest answers from simply “listening” into conversations and automating suggestions based on conversation topics.

No matter how far the technology goes, the goal remains the same: Giving Lessen clients the fastest and most reliable customer experience in the industry.