Client Case Study

The Way of Life required a trusted partner to manage their incoming calls.

Client Introduction

Way of Life is a design-led property management agency offering beautifully curated rental homes with a focus on simplicity, style, and seamless residency experiences. From move-in to everyday living, their commitment to high standards in service and design sets them apart in the build-to-rent sector. EBM started to work with Way of Life in 2022. 

Client Brief/The Challenge

With a growing portfolio of premium residential developments and a strong focus on service excellence, Way of Life needed a trusted partner to manage all incoming calls efficiently, without compromising on the customer experience.

From new resident enquiries to existing resident queries, every interaction needed to feel professional, informed, and in line with their brand values. They wanted a partner who could: 

• Handle queries for 9 different properties across the UK
• Represent their brand with professionalism and care
• Manage both prospective resident bookings and support existing residents
• Integrate seamlessly with their team and processes

Partnership Success

EBM's and Way of Life’s partnership has continued to grow since it began in 2022. We initially took calls for two of the properties within the portfolio, and as we continued to grow the relationship and with VoIP technology efficiencies, we are now answering calls for all nine properties within the Way of Life portfolio, offering a seamless and professional service.

Our Solution

We provided a dedicated call answering team, trained specifically on the ins and outs of each Way of Life property. From amenities and location details to residency processes and FAQs, our core team became a true extension of their own.

Key Elements Of Our Service

Expert Call Handling - A core team of highly trained call handlers who know the brand and properties inside out.

Brand-Alligned Communication - A consistent, friendly tone that matches Way of Life's voice and values.

Smart Call Routing & Booking - Intelligent call routing and booking management for new show rounds.

Resident Support & Maintenance - Efficient handling of maintenance requests and resident support calls.

Adaptive Workflows - Flexibility to adapt scripts and workflow as needed.

On-Site Familiarisation - Visiting the estates to build relationships with the management teams and gain an understanding of specific site locations and offerings.

Data-Driven Insights - Regular reviews on call trends and inbound call analysis to enhance the client and user experience.

Testimonial

“EBM have become an integral extension of our own team. They’ve taken the time to truly understand our developments, brand, and the focus we put on delivering exceptional customer service. The quality of EBM’s call handling reflects this and it’s a service we trust and rely on every single day.”

James Basnett MTPI MIWFM, Senior Regional Manager, Way of Life

Facts & Results

• 500+ calls handled every month
• 9 properties fully supported
• Strong working relationship with internal Way of Life teams
• Enhanced resident experience from first contact

By partnering with EBM, Way of Life has been able to:

• Maintain a high standard of customer care across their entire portfolio
• Reduce the pressure on internal teams, allowing them to focus on core business areas
• Deliver a consistent and responsive experience for both new and existing residents

Conclusion

The partnership between EBM and Way of Life demonstrates the power of tailored, outsourced call answering, especially in a customer-facing industry like property management. With our support, Way of Life continues to offer an exceptional experience from the first call to move-in day and beyond.