Zeus Living offers beautiful, flexible and fully furnished homes for long-term stays with the promise to make it easy to live well—whenever and wherever you want. With people at the center of everything they do—including their residents, partners and employees—Zeus Living thinks of hospitality as more than just good service. By leveraging a service platform that also puts people at the center, their team of support and booking associates are able to deliver on that promise.
A Holistic View of Residents
When it comes time to provide customer service, Zeus Living is keenly aware of how much trust people are putting in them and continuously provides the utmost care, support and comfort for their residents. With Gladly’s ability to pull in rich resident data—like if a resident’s spouse called on their behalf and all previous conversations—Zeus Living is able to provide the level of service they strive for.
According to Liz Master, Director of Customer Success, what stood out to her was “…the fact that you can have all your calls, emails, and text messages appear in not just one platform, but one individual conversation history with an individual resident, so that customer view is just starkly different than anything else we considered.”
For example, if you shared a home with a roommate, and one of you called about an issue with the refrigerator, Gladly is able to recognize different relationships within a single reservation, and connect people and interactions to one place, making it incredibly easy on the support associates to provide exceptional levels of service.
Increasing Efficiency & Productivity
Prior to Gladly, associates would pull open requests from a shared inbox, which would cause an uneven distribution of work between the teams and so by being able to route residents to agents allows them to hit their SLAs more effectively and increase team accountability.
In addition, it’s been much easier for them to deep dive into a conversation history when they do run into a complicated situation, which allows them to better resolve that challenging issue—insight that they just didn’t have before.
And finally, Zeus has seen an increase in agent productivity as agents now can tackle requests from a single resident as opposed to tackling separate tasks for them individually.
“We definitely have some big Gladly fans on the team.”
Bridging the Gaps Between Teams
Before Gladly, not only were Zeus Living’s systems for communicating with residents siloed, but so were their teams. The Bookings team (who handles new reservations) and Support team (who navigates in-home requests) were split into two separate organizations, even though both teams dealt with residents.
Once they switched to Gladly and were able to see the benefits of having the entire resident context and history in a single place—from the point of booking through their entire stay—it became clear that there’d be additional benefits from combining the two teams into one. Because of this, they re-oriented their resident-facing teams under one single organization to operate more effectively and support all residents throughout their entire lifecycle.
"We were able to better recognize the value of combining both teams because of Gladly and that helped define the structure that we now operate under."
By switching to a service that aligns with their mission of putting people at the center of everything they do, Zeus Living is able to provide next-level care and support to their residents.