Lessen, Scottsdale, Arizona, United States: Lessen

Written answers to the questions

Submitting written answers to the questions below.

Total 181 words used.

Lessen is a leader in property services technology, delivering comprehensive, end-to-end solutions for commercial and residential real estate owners, managers and occupiers. The company has grown dramatically, now supporting clients managing over 1 million properties. A key driver of this success is Lessen’s in-house contact center.  

The contact center provides unmatched support to clients, vendors and partners across asset classes. Lessen’s call center, comprised of nearly 100 customer service experts, operates 24/7 year-round, ensuring that every client request and issue is immediately addressed. The team prioritizes accessibility, answering 70% of calls within 30 seconds or less and providing Spanish-language support. 

In 2024, the team handled over 150,000 calls per month, solving a range of work orders from minor leaks to urgent issues like no running water or home vandalizations. The call center also liaises with Lessen’s network of over 30,000 vendors, conducting follow-ups and troubleshooting issues to ensure smooth operations. 

By serving as a touch point for clients and vendor partners, Lessen’s call center streamlines maintenance operations, strengthens client retention and enhances Lessen’s reputation as a trusted industry partner. 

Total 247 words used.

Lessen’s contact center has consistently improved its efficiency and customer satisfaction scores. Since 2022, the team has reduced average residential call handle time by over 10%, from 8 minutes and 37 seconds in 2022 to 7 minutes and 42 seconds in 2024. The team has also increased quality assurance (QA) scores from 82% to 89%. These gains demonstrate a seamless balance between efficiency and service quality, reducing costs while enhancing customer satisfaction. 

Lessen’s commitment extends beyond residential calls. In 2024, the team handled over 43,000 commercial calls with an average handle time of 4 minutes and 37 seconds, with a year-over-year call time reduction of 8%. The team also coordinated over 9,000 vendor calls at a 5-minute and 42-second average handle time — down 4% since 2023. These metrics highlight the contact center’s ability to deliver consistent performance across all asset classes. 

Customer satisfaction is another top priority, and Lessen’s call center team achieved a satisfaction score of 4.77 out of 5 in 2024 — achieving an average score of 4.8 over the past four years. 

Technology has helped drive these results. This year, Lessen introduced Copilot, the platform’s first generative AI solution built to optimize maintenance operations and streamline work order requests and management. Integrating Copilot into Lessen’s call center processes has improved communication, reduced administrative load and ensured faster, more accurate service — ultimately enabling the team to focus on complex issues, stay ahead of industry trends and deliver better support.

Total 203 words used.

Lessen’s contact center has achieved notable success in improving operational efficiency and customer satisfaction. As mentioned above, the center earned a customer satisfaction score of 4.78 out of 5, or 95%, in 2024, far surpassing the industry standard of 75-80%. This achievement is driven by the implementation of advanced AI tools like Copilot, which automate routine work orders, enabling Lessen’s customer service representatives (CSRs) to prioritize more urgent cases. For instance, critical issues such as AC failures in hot areas or break-ins require immediate and significant attention — including temporary housing, coordination with upper management and potential communication with authorities. 

Through Lessen’s Copilot tool, CSRs can now chat directly with owners and occupiers about new or existing work orders, allowing the team to handle repeat calls and follow-up requests, which represent 60-70% of total call volume and previously required manual intervention, more effectively. This shift in process has contributed to improved service quality, positioning Lessen as an industry leader. 

Lessen’s performance is exemplary when compared to industry benchmarks, consistently achieving year-over-year improvements in both efficiency and service quality. By combining innovation with exceptional customer service, Lessen’s contact center stands out in the industry for its ability to adapt and deliver superior service. 

Total 177 words used.

The supporting materials included in this nomination further validate Lessen's significant achievements and performance. Employee feedback and reviews reflect a strong organizational culture, emphasizing the positive impact of Lessen's customer-centric approach and the team's dedication to high-quality service. 

The CoPilot press release highlights the introduction of innovative tools that have transformed Lessen’s operations, illustrating the company's commitment to utilizing cutting-edge technology to enhance customer service efficiency. This innovation, in turn, has contributed to the contact center's improved response times and overall performance. 

Additionally, Lessen’s impressive rankings in both the Deloitte Fast 500 (ranked #3 overall) and the Inc. 5000 (ranked #2 fastest-growing private company in America) underscore the company’s rapid growth and success in the competitive marketplace. These accomplishments serve as external recognition of Lessen’s outstanding performance, reinforcing the results seen within the contact center and further validating the team's ability to drive impactful results. 

Together, these supporting materials present a comprehensive view of Lessen’s achievements, demonstrating the company’s strong growth, employee satisfaction, and commitment to innovation—all of which contribute to its continued success and industry leadership.