SpeedHome, Malaysia’s innovative rental platform, joined forces with RepMeUp to transform communication between homeowners and tenants. By integrating a dedicated Customer Success Representative, SpeedHome decreased listing activation time by 30% and improved positive customer feedback by 25%. This collaboration supported growth, unlocked operational efficiency, and elevated SpeedHome’s reputation for dependable service.
Challenge
Rapid expansion brought significant hurdles for SpeedHome. Surging volumes of inquiries and property listings lowered response quality and delayed approvals, putting customer satisfaction and platform reliability at risk.
Daily inbound chats and calls soared past 500, consuming 7+ hours of staff time.
25% of property listings contained missing or incorrect information, causing frequent relisting.
Inconsistent responses led to 18% more escalations from frustrated homeowners and tenants.
New landlords required 40+ minutes of guidance each, stretching internal resources thin.
Reliance on a small in-house team resulted in reactive support rather than strategic improvements, risking loss of trust and missed rental opportunities.
Solution
RepMeUp introduced a full-time Customer Success Representative who operated as an embedded specialist within SpeedHome. This expert managed end-to-end support, following a tailored workflow to address SpeedHome’s unique needs.
Handled all homeowner and tenant inquiries through chat and calls, providing replies within 10 minutes during peak hours.
Directly contacted landlords to validate photos, pricing, and property specifications, preventing incomplete or inaccurate listings.
Onboarded 60+ new property owners monthly through interactive walkthroughs and automated support guides tailored for first-timers.
Sent daily summaries alerting the SpeedHome team to trending questions, missed listings, and common roadblocks.
RepMeUp’s structured process enabled reliable, rapid communication while empowering the SpeedHome team to prioritize platform improvements.
Results
The partnership with RepMeUp produced clear, measurable improvements for xBuild’s operations:
Reduced average listing approval time by 30%, from 48 to 34 hours.
Achieved a 25% jump in homeowners rating support as prompt and knowledgeable through post-interaction surveys.
Freed up 60% of internal team hours by streamlining routine support and onboarding.
Stakeholder feedback scores improved for insurers and claimants.
Platform users grew more confident in SpeedHome’s service, reflected in returning landlords, more tenant referrals, and fewer escalated issues.
Conclusion
The partnership between SpeedHome and RepMeUp is a strong proof of the benefits of specialized customer support in high-growth online platforms. By outsourcing communication and support processes, SpeedHome removed critical bottlenecks and scaled their operations without sacrificing service quality. With a robust foundation in place, SpeedHome is poised to continue optimizing the rental experience, ensuring customers and homeowners get consistent, reliable support throughout every stage of their journey.
Ready to see how a dedicated support team can help you scale your business and delight your customers? Schedule a Free Consultation with our team today and discover a better way to grow.
Connect with RepMeUp for tailored outsourcing solutions, remote staffing inquiries, or business operations support.