Virtual Guest Services

PROBLEM: Morguard, a leading property management company overseeing multiple shopping centers, faced the challenge of fragmented guest service operations due to each center operating independently. This resulted in inconsistent service delivery and increased operational costs.

SOLUTION: To address this, we created and implemented Virtual Guest Services (VGS)—a virtual platform centralizing guest services across all centres. A dedicated central support team was established to manage customer inquiries, staff, and services.

RESULTS: With VGS, operations are streamlined, eliminating redundancies and enhancing overall efficiency. Service quality is now consistent across all shopping centres, leading to increased customer satisfaction. The substantial cost savings have allowed Morguard to reallocate resources, further enhancing the overall guest experience across their diverse portfolio of properties.

What we did
  • Centralize guest services across all centres
  • Community Management on the platform

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