In-House, In Control: How Entrata Built a 70-Agent Leasing Team in India with Sanas
A Leasing Team Entrata Runs Itself
Entrata runs a 24/7 leasing center for apartment communities across the United States. With Sanas Accent Translation, it built its own customer-facing leasing team in Pune, India, and grew it to about 70 agents. Its leasing-center leaders report that the team is working great, with fewer of the problems Entrata had with an outsourced model.
The Challenge
Leasing inquiries are the highest-value calls in Entrata’s leasing center, followed by maintenance requests. On those calls, residents and prospects need to feel confident that the agent understands the details and can move things forward.
As seasonal demand grew, Entrata had more than 200 U.S.-based agents plus a partner contact center for extra volume. Language friction on higher-value calls sometimes sent conversations to U.S. staff as escalations.
Entrata already had an office in Pune and saw an opportunity to build its own India-based team for customer-facing leasing work. To do that, it needed a solution that would:
- Keep the communication quality residents and prospects expect
- Sound natural and keep each agent’s personality
- Fit its Bria softphones, Windows devices, USB headsets and Amazon Connect call recording
- Meet its security and PII-handling requirements
Why Entrata Chose Sanas
Entrata’s team looked past a simple before-and-after demo. They tried Sanas with fast speech and long shifts, across accents, and inside their own recording and quality workflows. Three things stood out: low latency, a natural voice, and each agent’s own intonation and personality coming through.
“We liked the latency we were seeing relative to other options, and the sound was less robotic.”Product Manager, Entrata
What Entrata heard gave it enough confidence to skip the step it normally takes before choosing a vendor.
“Usually we do a bake-off between vendors. With Sanas, we just didn’t need to this time.”Senior Director, Information Technology, Entrata
How Sanas Helped
Entrata started with 20 licenses in November 2025, with its IT team coordinating licenses and installs in India. QA listened to calls to compare Sanas and non-Sanas interactions, and Sanas fit into the Bria, Amazon Connect, Windows and USB-headset setup that agents already used. With voice personalization, each agent’s voice stays their own.
By March 2026, Entrata had 70 seats and was adding teams. The India operation runs across four shifts, and Sanas updates are scheduled outside working hours so agents are never interrupted.
The Impact
Entrata’s India leasing team reached about 70 agents, and as of August 2026 the deployment was running smoothly at 70 seats. Its Leasing Center Lead in Pune reported that agents were doing really well, and its Director of Leasing Center said Entrata was seeing fewer of the problems it had with its outsourced model.
The result is more than a larger workforce. Entrata now runs a directly managed, customer-facing team that handles high-value leasing and maintenance conversations with the confidence those calls require.
“At about 70 agents, our India team is going awesome. Things are working great, we have no concerns, and I’m happy to keep partnering with Sanas.”Director, Leasing Center, Entrata
Conclusion
- A directly managed, customer-facing leasing team in Pune, India
- Grown from 20 licenses to about 70 agents on Sanas Accent Translation
- A natural, low-latency voice that keeps each agent’s personality
- Chosen without a vendor bake-off, and running smoothly across four shifts
