ZYLINC FOR PROPERTY MANAGEMENT:
Provide residents with great service – every time they call and irrespective of their need
… Renters, owners, residents, future residents. They all need the same experience: Great customer service when turning a house into a home.
Enhance easy and efficient property management with Zylinc
Channel peak loads or urgent customer service challenges
… by setting up as many queues with various welcome messages as you need.
Pull data on all calls, both internal and external
… so you can staff appropriately and track needs.
Provide excellent and streamlined customer service
… with callback options, complete overview of colleagues’ availability and easy call transfers across all internal departments.
Integrated IT enhances efficiency and great customer service delivery
Providing excellent service in property management means meeting a wide range of highly diverse needs – from future residents wanting to join a waiting list or inquire about availability, to current residents needing help with moving in, water/heating issues, pets, renovations or payments, to those exchanging or moving out of a home.
… All while urgent questions may arise about HVAC, subletting, housing benefits, rent payments and operations …
LICENSE TYPES FOR EVERYONE, so maintenance staff can answer the emergency phone 24/7 while administrative staff handle calls from multiple queues with complete overview of every resident’s case
SEE THE PRESENCE ACROSS PROFESSIONAL GROUPS AND PHONE, CALENDER AND MS TEAMS for a complete overview of each other’s availability to answer calls and easily transfer to the right person, no matter where they are located
UNLIMITED QUEUES AND STATISTICS FOR STAFFING AND EMERGENCY RESPONSE ensures that you can always transfer callers to the right person, both internally and externally simply and efficiently
CLOUD-BASED AND INTEGRATES EASILY for example with Unik – Zylinc builds on top of your existing telecom provider and can be integrated with your existing resident information system, CRM system and Unik
Hey Team Leader! Manage peak loads with data-driven planning!
Without any extra cost, you can set up as many queues (IVRs) and recorded messages as needed. During peak times or urgent customer service challenges, perhaps with water/heating issues, this can significantly ease the pressure on your call center – and improve customer service.
The robust statistics module gives you data that allows you to plan for the right staffing and track queue statuses for immediate adjustments at any time. Using reason codes, you can quickly gain insight into what both prospective and current residents are calling about. This information can be used to update FAQs on your website or record appropriate waiting/welcome queue messages.
Additionally, with Zylinc, you can ask residents to enter their case numbers for immediate transfer to the correct department or offer callbacks, demonstrating to your residents that you value their time and prioritize customer service.
Many leading property management companies already use Zylinc to enhance elivery of exceptional customer experiences
Avoid the 3 customer service sins
Transferring the resident in vain or to a voicemail that is never checked
Giving the resident a number to call back later
Making the resident repeat themselves when transferred
Unrivaled customer service – regardless of where the employee is located
With Zylinc Cloud, your colleages can work from home without compromising on customer service quality.
They have access to all resident information and are integrated into the team, just as if they were in your office.
Watch a short video about Zylinc Cloud (In Danish) here >
In the cloud, secure and automatically updated – also with other IT integrations
Zylinc Cloud runs on Microsoft Azure, ensuring optimal availability and stability. As a cloud-based system and without involving internal IT, you are automatically updated to the latest version. This contributes to security.
Because data is retrieved from Microsoft Entra ID (formerly Azure AD), all employee information updates concurrently with hires, transfers and resignations. Similarly, all resident information is continuously updated when you update cases in your CRM system or Unik.
Should you get an issue, someone always answers Zylinc’s emergency number – but our historical uptime is 99.98 % so it’s unlike to happen!
Frequently Asked Questions
Does Zylinc offer a telephone solution?
No, Zylinc enhances your existing telephone solution by building on top of it.
What does ‘overview of colleagues’ mean?
Zylinc is the only provider in the market real-time status across MS Teams, Outlook calenders, mobile phones and land lines. For example, if a colleague is on a call, their icon appears red (busy). Once they hang up, stop their Teams meeting or finish a meeting booked in their Outlook calendar, their icon turns green (available).
We also offer a solution that lets you view a colleague’s availability at a glance. This includes statuses such as in a meeting, at lunch, on vacation or on parental leave, all represented by intuitive color codes.
How many queues (IVRs) are included in Zylinc?
There’s no limit. You can create as many queues (IVRs) as you need – for example ‘moving out’ and ‘rent payment’ queues, or temporary overflow queues during month-end or busy periods. Queues can have different opening hours, and you can choose to offer options like callback and digit collect on certain queues, but not others.
If, for example, you have an emergency heating breakdown in a building or need to inform residents about water being turned off for a day, you can easily record and play a new welcome/waiting messages on a given queue.
The call flow is fully customizable to suit your organization’s unique needs.
How can I find colleagues or expertise in other departments?
Built into Zylinc is a powerful search engine. Comments can be added to ’Notes’ under each Zylinc profile, so you can also search for words or names.
With keyword tags like ‘moving out’, ‘emergency water damage’, ‘pet permit’ or your own local groups, you can easily see who is the right person to help the resident. At the same time, you can see if that colleague is available and then transfer the call with just one click.
Colleagues can also create their own groups across offices, resident cases and properties. This way, you have the most relevant numbers at hand and can transfer calls with a single click.
Which license types does Zylinc have?
With Zylinc, there is a license to match most needs. We offer 4 different license types – from Supervisor, designed for team leaders who manage agents in call centres over advanced agents licences with all rights, to mobile licenses for non-desk employees.
Because all employees are integrated into the same system, you have an overview of each other’s availability and can smoothly transfer calls across departments and locations/offices.
Zylinc is built to easily scale up or down according to your needs. And with us, licences are floating – meaning one license can be shared by multiple employees as long as they are not logged in simultaneously.
Can I pull data to monitor service level delivery?
In Zylinc, you have access to a real-time overview of the situation in your call center(s). In your wallboard, you can define what insights you want – for example current SLA level, how many calls are waiting in queue, staffing levels on queues and more.
Wallboards are available either as is or as a fully customized add-on and can be displayed on any number of screens with a single design purchase.
Does Zylinc support reason codes?
Yes. You define the reason codes and decide how many you want.
Reason codes allow the colleague answering a call to select what the inquiry was about at the end of the conversation.
With reason codes, you get an overview of what residents are calling about. This gives you the opportunity to provide additional training for employees in these areas or prepare in other ways, such as by expanding information about these topics on your website or in welcome packs.
What is callback and digit collect?
With callback, you offer residents the option to receive a return call without having to wait on hold. This is perceived as a great service, especially when there is a longer waiting time.
Our callback service supports international phone numbers, and the callback service is included in Zylinc.
Digit collect is a service where residents can enter digits such as an invoice number or social security number before reaching an agent.
When the resident’s call is answered, your employee will have the case displayed on their screen correlating to the entered digits. This saves time as the agent need not ask the resident this information, which is also perceived as great service.
Digit collect can register only numbers, not letters, as the input is done via the phone.
Do you offer NPS and call recording?
Yes, NPS is available as an add-on – it’s actually a standard integration ready to plug’n’play. After the conversation ends, the caller receives an SMS, which you can customize, with a link where they can rate the call and provide feedback.
The same applies to call recording. For this add-on, you can choose whether the recordings should be stored for 30 days or 2 years. After this period, the actual recordings are deleted, but anonymized data about the call can still be included in your statistics.
If you do not want call recording, the following tools are included in the Supervisor Agent license: Listen-In, Whisper, Barge-In and information to the agent when a call is being monitored.
Zylinc can be scaled and enriched with add-ons such as NPS and call recording according to your needs.
Which systems can Zylinc integrate with, besides Unik?
We can create integrations with numerous CRM and other third-party systems via OpenAPI. We have standard integrations with systems such as 118, Salesforce, Zendesk and Unik – and more are being added regularly.
Would you like to hear or see more?
Would you like to hear or see more?
Would you like a non-binding walkthrough of Zylinc tailored for property management companies, or hear more about why others have switched to a more personal, efficient and resident-centered customer service experience?