Gallery Residential, a boutique multifamily company dedicated to delivering elevated hospitality, had a “good problem” that was quickly becoming an issue: one of their properties was inundated with leads. 

They were getting so much traffic that their customer service standards were becoming extremely difficult to achieve.

By implementing Zuma's AI Leasing Assistant, Kelsey, Gallery kept their stellar 27% conversion rate while dramatically reducing the burden on their on-site team and capturing 49.4% more leads during those crucial after-hours periods.

Key Results:

• Maintained 27% lead-to-tour conversion rate (matching human performance)
• Captured 49.4% of prospects during after-hours when the office was closed
• Reduced on-site team workload by approximately 70%
• Eliminated negative reviews related to unresponsive customer service

The Challenge: When Success Becomes Overwhelming 

One of Gallery Residential's properties in Virginia was experiencing the kind of problem many businesses dream of having: There was too much demand. 

However, it was becoming a nightmare. 

Located in an up-and-coming urban area, the property was attracting so much traffic that their on-site leasing team was basically drowning.

The Pain Points:

• Overwhelmed Staff: The team couldn't handle the volume of inquiries, tours, and follow-ups while serving existing residents
• Deteriorating Customer Experience: Unanswered phone calls, inability to book appointments, and walk-ins turned away due to scheduling conflicts.
• Reputation Risk: Negative reviews started rolling in with complaints like "I called the office, no one answered."
• Operational Strain: The Team was caught between nurturing new leads and keeping current residents happy

For Gallery Residential, this wasn't just operational: it threatened their core brand promise of "extreme hospitality."

The Solution: AI That Actually Gets It

Here's the plot twist: Gallery Residential was initially skeptical about AI. 

They thought it might turn their white-glove service into an automated, cold experience. But after a positive experience with Zuma at her previous company, Luisa Luperdi, Regional Marketing Director at Gallery Residential, convinced the team to give it a shot.

Implementation Strategy

1. Quick Deployment: Kelsey was up and running faster than it takes to hire a new team member: we're talking under 30 days. 

2. Hybrid Approach: Instead of going full AI takeover, they smartly configured the system to handle overflow and after-hours communication. This way, they kept that crucial human touch during business hours while ensuring no lead fell through the cracks.

3. Customized Handoff Process: Kelsey was trained to nurture leads through the initial stages and smoothly hand them off to human agents when it was time for tour scheduling and closing. 

Think of it as a really good wingman, or, in this case, wingwoman. 

Key Features Implemented

• 24/7 Lead Response: Immediate engagement for all inquiries, regardless of timing
• Intelligent Follow-up Sequences: Automated nurturing campaigns that matched Gallery's KPI requirements
• Seamless CRM Integration: Full integration with Entrata 
• Natural Voice AI: Phone conversations that prospects often mistook for human agents

The Results: Excellence While Getting Some Sleep

The Human Element: AI That Feels Human

Prospects frequently mistake Kelsey for a real person. People walk into the leasing office asking to speak with her directly. The voice quality is "very non-robotic," and Kelsey demonstrates three key traits matching Gallery's brand: assertive, direct, and personable.

The Perfect Partnership:

• Business hours: Humans lead, Kelsey handles overflow
• ‍After hours: Kelsey provides complete coverage
• ‍Follow-up: Kelsey manages routine nurturing, humans focus on closing deals

Bottomline: Technology That Amplifies Human Connection

Gallery Residential's journey proves AI doesn't have to turn personalized service into a soulless experience. 

By maintaining their 27% conversion rate while dramatically improving operational efficiency, they've shown technology can amplify the human elements that make exceptional hospitality possible.

‍The Bottomline Impact:

• Service quality maintained while handling significantly more volume
• Operational bottlenecks eliminated before damaging customer experience
• Team morale boosted with supportive tools
• Competitive edge through superior responsiveness and availability

Ready to Scale Your Customer Service Like Gallery Residential?

Don't let lead overflow become your nightmare. 

See how Kelsey can help you maintain exceptional service quality while handling more prospects than ever before.

Get started today