DB Holdings Cuts Customer Support Costs by 45% While Enhancing Tenant Experience Through German-Speaking Remote Talent from India
Snapshot
Client: DB Holdings, Germany
Industry: Real Estate & Property Management
Service Used: Offshore Talent Placement (Customer Support & Vendor Management)
Software Implemented: Immoware – Real Estate CRM & Management Platform
What client says about us
"We partnered with Raj to streamline our back office, and the difference has been incredible. His team manages our accounting, reporting, and customer inquiries with accuracy and speed. What we value most is his reliability - he has allowed us to focus on building our real estate business while he takes care of the rest."
-- Yaki
Key Outcomes
DB Holdings is a Germany-based real estate company managing residential and commercial properties. Focused on tenant satisfaction and reliable vendor coordination, DB Holdings sought an efficient multilingual back-office model to support growth.
45% reduction
in operational costs
35% faster
issue resolution
Improved Communication
Improved tenant satisfaction and communication efficiency
Better Management
Optimized vendor management and service cost control
The Problem
DB Holdings needed fluent German back-office support for tenant communication and vendor coordination but faced:
Local German professionals were expensive to hire and retain, increasing overall operational expenses.
Finding fluent German speakers with back-office experience was difficult, causing recruitment delays and workload pressure.
Tenant queries took longer to resolve due to limited support staff, leading to lower satisfaction and delayed responses.
Vendor communication and cost tracking lacked structure, reducing transparency and slowing procurement decisions.
DB Holdings struggled to manage tenant communication and vendor coordination efficiently due to high local hiring costs and a shortage of qualified German-speaking professionals.
These challenges led to slower response times, increased expenses, and reduced operational transparency.
The Solution
Client Understanding
Xelvia Global closely analyzed DB Holdings’ communication and cost challenges to design a multilingual offshore support model tailored to their needs.
1
Targeted Recruitment
We hired a fluent German-speaking professional from India with experience in customer support and real estate operations, ensuring both skill and cultural fit.
2
System Integration
The specialist was trained on Immoware and integrated into DB Holdings’ daily operations, managing tenant queries, scheduling, and vendor coordination seamlessly.
3
Performance Monitoring
Using Insightful, we tracked attendance and productivity while providing ongoing IT and HR support to ensure consistent, high-quality performance.
4
The Results
By partnering with Xelvia Global, DB Holdings gained a dependable, German-speaking back-office extension that delivers cost savings and measurable service improvements. The placed specialist now functions as an integrated part of DB Holdings’ operations - handling tenant inquiries, scheduling, and vendor decisions with clarity and speed.
01
45% Cost Reduction
By hiring a German-speaking specialist offshore, DB Holdings cut operational costs by 45%. The model maintained service quality while reducing hiring and administrative expenses.
02
35% Faster Issue Resolution
Tenant queries and maintenance requests were resolved 35% faster. The dedicated offshore support ensured quicker communication and smoother coordination through Immoware.
03
Improved Tenant Experience
Fluent communication in German and consistent follow-ups led to better tenant satisfaction. Clear updates and timely responses strengthened client relationships.
04
Optimized Vendor Coordination
Vendor communication became more structured, with regular comparisons and tracking of service quality. This approach improved reliability and reduced unnecessary costs.
05
Real-Time Operational Visibility
Through Immoware and Insightful, DB Holdings gained better visibility into daily operations, tracking progress, and monitoring team performance in real time.