Choosing a partner for the Philippine operation.
The operator was already working with an outsourcing provider. Before choosing COREĀ®, it compared several providers side by side, including that existing partner.
The evaluation gave the client a way to assess how each team handled assigned work, together with the management and employee arrangements behind the service. Accuracy and speed were measured; the client also considered compensation and benefits, overall team management, and access to leadership.
An eight-working-day, ticket-based service trial
COREĀ® took part in the outsourcing service trial from November 27 to December 6, 2024. Work was assigned and tracked as tickets, which are individual tasks in the clientās real estate workflow, so the assessment could compare completed work and performance across providers.
The COREĀ® team completed 101 tickets. It ranked first overall in the clientās assessment, including first in both accuracy and speed.
How the trial unfolded, 2024
- Nov 19Initial discussion
- Nov 20Leadership introduction and job description discussion
- Nov 23Trial services agreement completed
- Nov 23 to 25Access creation
- Nov 26Training
- Nov 27Trial day 1
- Dec 6Trial day 8
During the eight-working-day evaluation. Peak day: 27 tickets on December 2.
Narrowly ahead of the second-place provider.
Almost 40% faster than every other provider tested.
Per ticket, with handling times falling through the week.
The client selected COREĀ® following the trial. Direct engagement with COREĀ® owners and leaders was identified as a meaningful factor in that decision, alongside the performance results and team management.
Putting triage coordination into practice
In real estate operations, triage means reviewing and prioritizing incoming work so requests can receive the appropriate attention. A growing queue makes that harder, particularly when overdue tasks must be handled alongside new arrivals.
A documented triage exercise began with 888 pending tasks, including 651 overdue items. The backlog was delaying responses and straining daily operations. COREĀ® prioritized late work and streamlined task handling, while structured shift handovers helped maintain progress as different team members took over.
The pending queue fell to one task; all overdue items were cleared.
99.9% reduction in the pending queue
All overdue items cleared
Pending and overdue tasks across the exercise
By Thursday end of day, total pending tasks were down 79.5% and overdue items had fallen from 651 to 34. By Friday mid-shift, all overdue items had been cleared.
The team worked through late items while continuing to handle new requests.
By Friday mid-shift, all overdue items had been cleared. One task remained in the pending queue.
The trial established the basis for selecting COREĀ®; the triage result provided a further example of coordinated delivery. Read the full triage case study for the complete numbers. With the partnership in place, the client went on to build a substantially larger Philippine team.
From one Resident Support agent to a single-family rental offshore team of 101.
The partnership began with one Resident Support agent and grew to 10. That offshore resident support covered inquiries, follow-ups, and coordination with internal teams. The partnership then expanded into additional specialized functions across property management operations.
The team reached 91 seats by Month 12 and now has 101 active employees. Over the engagement, the operatorās support structure grew from a single role into 22 business units and functions. For related context, see the case study on resident experience in property management.
The client assessed ticket performance, team management, and the working relationship.
The engagement began with resident inquiries and follow-ups.
Inquiries, follow-ups and coordination with internal teams.
Specialized functions added across property management.
Across 22 business units and functions.
Twenty-two units, each with its own scope of work.
As the account grew, the offshore property management team took on a widening set of functions, all staffed by COREĀ®. They are grouped below by the kind of work they do, with the positions and scope of support for each. The guide to property management roles to offshore in 2026 covers the wider picture.
Resident experience
3 unitsHandles resident inquiries, follow-ups, service coordination, and escalations.
Assists residents with portal access, navigation, and related concerns.
Supports resident concerns requiring continued communication and coordination.
Maintenance and property
4 unitsSupports maintenance intake, triage, dispatch, status updates, and follow-ups across assigned metros.
Supports specialized maintenance coordination, assigned metro responsibilities, escalations, and team oversight.
Supports dispute reviews, documentation assessment, operational follow-ups, and delegated projects.
Provides technical and administrative coordination for property engineering activities.
Leasing and screening
3 unitsSupports prospect communications and leasing workflows, with assignments covering different lease categories, including move-ins and renewals.
Supports prospect outreach, qualification, and coordination for voucher leasing opportunities.
Supports application review, verification, screening coordination, quality monitoring, and escalations.
Recovery and resident accounts
4 unitsSupports account follow-ups, payment coordination, and collection activities.
Supports eviction-related documentation, case tracking, and coordination.
Supports outreach and follow-through on opportunities to resolve accounts before further eviction action.
Supports unauthorized occupant alerts, outreach, follow-up cards, and case coordination, alongside assigned utility bill payment tasks.
Regulatory and housing assistance
4 unitsSupports regulatory documentation, compliance follow-ups, recurring tasks, and delegated projects.
Supports Housing Choice Voucher workflows, documentation, and housing assistance coordination.
Supports Housing Assistance Payment reconciliation and identification of payment discrepancies.
Coordinates Housing Quality Standards inspection schedules, appointments, and follow-ups.
Data, utilities, vendor and HR
4 unitsSupports data processing, record maintenance, mailroom triage, and administrative workflows.
Supports utility activation requests, account updates, and service coordination.
Supports utility records, billing information, data validation, and related back-office processing.
Supports vendor communications, documentation, HR administration, and operational coordination.
Positions shown include both active and historical roles.
Team Leads where the work needed daily direction.
As the account expanded, its structure developed to include dedicated Team Lead positions in Resident Support, Resident Screening, and Senior and Ancillary Maintenance Dispatch.
These positions provide capacity for daily coordination, workload distribution, quality monitoring, coaching, and escalation handling.
Differentiated responsibilities also appear inside functions. Maintenance includes Senior Maintenance Dispatcher 1 and 2, and Regulatory includes both coordinator and specialist positions.
Demand from the business units, and work that became more specialized.
The decision to expand was driven by business-unit demand, broader service requirements, and increasingly specialized work. Each new function widened the scope of SFR outsourcing on the account.
Subunits organized around different lease types created additional staffing needs across leasing workflows and voucher leasing.
Dedicated capacity was needed for collections, evictions, and eviction-save activities.
Staffing had to match the volume and complexity of delegated tasks and projects.
Dispatcher responsibilities were distributed by task and metro, with support for additional projects and seasonal maintenance issues.
Work broadened to include screening, unauthorized occupant response, housing assistance, inspections, utilities, data processing, and vendor coordination.
Recruitment, HR and oversight that kept pace with the account.
COREĀ® helped enable this growth through recruitment aligned with each functionās requirements, candidate screening, hiring, onboarding coordination, and ongoing HR support.
Deployment into specialized teams
Coordination with client leads supported the deployment of employees into specialized teams, and alignment with the clientās training and performance expectations.
Support for a growing workforce
HR administration, attendance management, employee relations, probationary evaluations, coaching, and performance monitoring supported the expanding workforce.
Operational oversight tied to client priorities
Operational oversight helped connect staffing needs with the clientās priorities as new responsibilities and projects were delegated. The triage exercise earlier on this page is one example: prioritization and structured handovers helped the team clear 651 overdue items.
Local employee support and the work environment
The COREĀ® real estate service model also includes payroll processing, employee administration, and local employee support, along with equipped workstations and IT support for office-based teams.
More capacity for dedicated functions.
The expanded team gave the operator greater capacity to assign work to dedicated functions and support a wider range of property management activities.
Gained resources for distinct lease categories.
Gained specialized support across the account-resolution process.
Gained manpower for recurring requirements and projects.
Could distribute responsibilities across tasks and metros while accommodating seasonal demand.
Additional functions, including Unauthorized Occupant Response, HCV Operations, HAP Reconciliation, inspection scheduling, and utilities, provided capacity for workflows that need focused coordination and follow-through.
A partnership built to scale. From one Resident Support agent to 101 active employees, the engagement between COREĀ® and the operator has developed into support across multiple business units. This broader structure allows the client to delegate more operational work and add specialized capacity as business requirements evolve.