Client storiesRiverstone Living
About
Riverstone Living offers luxury residences within its London communities, for people looking to get more out of later life.
For Riverstone Living, Airo handled calls, callbacks and re-attempts, and prepared follow-up emails. It identified people looking to get more out of life in later life and passed their enquiries to the team, with call reports explaining what mattered to each person.
Riverstone’s team welcomed people to explore the residences and discover a warm, welcoming collective of like-minded people, where they could share interests and meet new friends.
The story
From a previous enquiry to a conversation, a visit and a decision.
A decision about how to live next.
Behind each enquiry was someone considering their next home, the people around them and the support they might need.
Airo began the conversation.
Airo called to explore interest, answer questions and agree the next step, with follow-up when someone needed more time.
People had room to ask questions.
People could explain what they were looking for. Airo's call analysis gave Riverstone's team context to continue the relationship.
Identifying people for a personal follow-up.
Airo used Riverstone’s screening questions to identify people for the team to review and follow up.
37% qualified outside weekday working hours.
Airo called at times people had requested, including weekends.
They were choosing more than a home.
People spoke about the life they wanted: others to spend time with, family close by and support nearby. Airo captured those priorities, helping Riverstone understand what mattered to each person.
People came to see Riverstone for themselves.
Riverstone’s team welcomed people to explore the residences and discover a warm, welcoming collective of like-minded people, where they could share interests and meet new friends.
£1.9M+ in confirmed reservations.
Calculated using Riverstone’s lowest published apartment price of £961,000.
Let humans be human.
Airo handled the repetitive work. Riverstone’s team took time to understand what mattered to each person and helped them explore life at Riverstone.
01 / 09
The illustrations show the work, not the journey of one individual resident.
The challenge
Thousands of enquiries. Too little time for consistent follow-up.
Thousands of people had already asked for information about Riverstone Living. They had filled out forms or emailed about a possible move. But many then went quiet, leaving the team with an enquiry and little understanding of the person behind it.
The team was already calling, texting and emailing. Reaching someone could take several attempts. An unfamiliar number might go unanswered. Someone might be busy, away or need a call at another time. A missed or interrupted call meant more follow-up, not necessarily a lack of interest.
That work had to fit around the team’s available hours and the people they were already supporting. Reaching prospects outside the usual weekday calling window, including weekends, added another demand. The team needed more capacity for consistent contact without sacrificing the personal attention that made a visit worthwhile.
For someone considering their next home, that first conversation was a chance to ask questions and explore what life at Riverstone could offer. Before Riverstone could welcome more people through the door, it needed to reach them.
The solution
Airo handled the calls, Riverstone's team continued the relationship.
Velto and Riverstone shaped Airo around the team's information, sales approach and qualification criteria. It reached people who had enquired, answered their questions and followed through on the next step.
First contact, follow-up and callbacks
A conversation could begin, pause and continue. Airo handled the contact needed to keep it moving.
Airo contacts interested parties, answers their questions and explores what they are looking for.
If a call goes unanswered or is interrupted, Airo makes another attempt.
When someone asks to speak later without choosing a time, Airo follows up.
Prospective residents choose a date and time. Airo calls back as agreed.
Prospective residents can call Airo directly with questions or to continue an earlier conversation.
Airo prepares a follow-up email with helpful information, such as a brochure or directions, for Riverstone’s team to review and send.
Following a requested callback, the caller thanked Airo:
“Thank you for calling me back.”
People had time to ask questions.
Airo gave callers time to ask questions and talk through what mattered, with calls lasting up to an hour.
Meanwhile, Riverstone’s team could give people their time and attention, showing them the residences and what life at Riverstone could offer.
195 hours 9 minutes
Call time handled by Airo, including voicemail.
1,618
calls in a single day
48%
of calls took place outside Monday to Friday, 9 a.m. to 5 p.m.
2,675
calls at weekends
After a 15-minute conversation with Airo, a prospective resident said:
“You answered everything. And I'm grateful, you know, you did call me.”
More time for a personal welcome.
Airo identified interested parties whose interest, budget and circumstances met Riverstone’s requirements for follow-up.
195+
Hours of call time handled, including voicemail
2,187
People who spoke with Airo
163
People identified for Riverstone's follow-up
Riverstone’s team could focus on arranging visits and welcoming people in person.
Conversations continued outside working hours.
Airo spoke with people at times they had requested, including weekends. They could ask about the residences and life at Riverstone when it suited them.
Of the people who met Riverstone’s requirements on an Airo call, 37% did so outside Monday to Friday, 9 a.m. to 5 p.m.
Outside-hours calls took place at times people had explicitly requested.
Understanding the person behind the enquiry.
Airo's reports brought together what each person wanted from a move, their circumstances and the questions they still had. Riverstone's team could continue with that context, helping them explore how life at Riverstone might suit them.
Airo understood what mattered to this prospective resident:
“I would like company.”
The conversation identified a qualified lead who went on to book a tour to explore Riverstone in person.
The results
£1.9M+ in confirmed reservations.
Following Airo's handovers, people visited Riverstone to explore the residences, ask questions in person and experience the lifestyle for themselves.
From the completed tours, Riverstone reported confirmed reservations representing more than £1.9 million at its lowest published apartment price.
A commercial result built from conversations that understood what people were genuinely looking for.
Calculated using Riverstone’s lowest published apartment price of £961,000.
“You guys have been an absolute dream to work with.”
From the Riverstone Living team
“I had a meeting this morning with the chairman of our board and was raving about you guys.”
“We’ve now booked in 10 visits… All this is under less than 40 days. This is incredible.”
“It tells me who I need to deal with… That, to me, is the game changer of managing these inquiries.”
“I just think what you guys are doing is amazing.”
“Great to see so many visits booked off the back of [Airo].”
“We want to be in this long term with you.”