What is the context of the mission?
The supported company operates in the premium coliving sector in Belgium, with properties located in both Brussels and Wallonia. Its model is built around supporting private investors throughout the entire value chain. Properties are acquired, renovated, and transformed into coliving spaces with seven to fifteen rooms, each with a private bathroom, along with shared areas designed to foster community living.
The company does not limit itself to a property management role. It oversees the entire cycle, from renovation work to leasing, including maintenance, service provider coordination, and day-to-day tenant relations. Its target audience is clearly defined: young professionals and students, typically between 25 and 30 years old, looking for a flexible, high-quality, turnkey housing solution.
When the collaboration with ScaleMyCrew begins, the company is already in a growth phase. The number of properties is increasing, as is the volume of tenants and overall operational complexity. The business is functioning, but it still relies on a limited and highly stretched organization, where much of the daily management is concentrated in the hands of a few individuals.
In this context, the question is no longer whether structuring is necessary, but how to structure without compromising service quality or slowing down growth momentum.
What were the challenges and issues faced by the company?
As the property portfolio expands, the operational reality becomes more demanding. Tenant requests increase, technical issues must be handled quickly, service providers need to be coordinated rigorously, and administrative files accumulate. The operational workload grows continuously.
This rapid growth puts the organization under significant pressure. The risk is not so much a lack of skills, but an overload that threatens service quality. Maintaining a high standard becomes more difficult when teams must handle both day-to-day urgencies and the structuring of future growth.
The leader becomes increasingly involved in operational matters. Time dedicated to vision, development, and improving the business model decreases. The organization still relies heavily on the direct involvement of local teams, without always having reliable and structured support systems in place.
In a coliving model, where the tenant experience is central, these imbalances can quickly become critical. It becomes essential to stabilize the organization while continuing to manage growth effectively.
Why did structuring operations become essential ?
At this stage, structuring is no longer a luxury, but a condition for long-term sustainability. It is not just about delegating tasks, but about establishing a clear and durable framework for managing properties, tenants, and service providers.
Service continuity becomes a major challenge. Incidents must be handled consistently, requests tracked without interruption, and information centralized and accessible. Without a structured organization, the risk of errors increases, as does the mental load on teams.
Structuring also allows the leader to refocus on their core role: managing the business, supporting investors, and anticipating future growth. Without a solid operational foundation, these strategic responsibilities become difficult to sustain.
This is precisely when relying on a dedicated offshore team in Madagascar became relevant, not as a short-term solution, but as a long-term structuring lever.
Why did the company choose ScaleMyCrew?
The choice of ScaleMyCrew was not based solely on cost or delegation. The company was looking for a partner capable of understanding the specificities of the coliving sector, where human management, responsiveness, and service quality are closely tied to performance .
The dedicated offshore team model proposed by ScaleMyCrew meets this requirement. It is not about outsourcing isolated tasks, but about building an integrated team, designed as a natural extension of the existing organization .
ScaleMyCrew’s ability to support scaling, structure missions, integrate Madagascar-based team members into daily operations, and prioritize support over simple execution was a key factor .
What organization was implemented by ScaleMyCrew?
The collaboration began with the progressive setup of a dedicated team in Madagascar, following a clear logic. Each role addresses a specific, previously identified need and fits into a coherent overall structure .
The team is not a fixed structure, but an evolving system, capable of adapting to the company’s growth. Over time, it expands to cover all key functions related to daily operations and tenant experience .
This organization relies on a clear distribution of responsibilities, while maintaining strong coordination with teams based in Belgium. The goal is not to separate local and offshore teams, but to operate as one unified team .
What roles are currently handled by the dedicated team?
The first roles taken on were property management and operational management. They constitute a central pillar of the collaboration. A dedicated ScaleMyCrew team handles the management of tickets related to technical incidents, residents’ requests, and the coordination of interventions with service providers. Each request is tracked, prioritized, and handled within a clear and structured framework, ensuring continuity of service on a daily basis and a tenant experience that meets expectations.
Secondly, this involved the management of incoming requests and tenant support. ScaleMyCrew teams handle request processing and exchanges with future tenants, both in French and in English. This support is carried out rigorously, from the first contact through to signature, in order to provide a smooth, professional experience consistent with the positioning of the coliving offer.
Thirdly, support for property management. ScaleMyCrew provides operational reinforcement during periods of high activity, secures processes, and absorbs peaks in workload. This support makes it possible to maintain a constant level of quality, even when the volume of properties and tenants increases.
Fourthly, community management. The dedicated ScaleMyCrew team helps create links between residents, strengthen cohesion, and improve the quality of life in coliving. This community management contributes directly to the tenant experience and to enhancing the image of the coliving offer.
Finally, administrative and accounting management. ScaleMyCrew handles administrative follow-up, document management, and accounting support. This structuring makes it possible to make the activity more reliable, improve overall visibility, and give the manager better oversight of the organization.
What results and what impacts did this collaboration generate?
The results of setting up a dedicated team with ScaleMyCrew appear at several levels, both operational, organizational, and strategic, and concern the entire organization .
The first benefit is a significant gain of time for the whole team, thanks to a clearer distribution of responsibilities and better structuring of processes. Operational requests decrease. The organization becomes more fluid. Information circulates more reliably and priorities are better shared, which makes it possible to anticipate urgencies rather than suffer them .
Continuity of service is reinforced across the entire operational chain. Tenant follow-up becomes more regular and consistent. Coordination with service providers becomes more effective, which improves the reliability of day-to-day operations and contributes to a more stable and better controlled tenant experience. All teams thus evolve in a clearer, more readable, and more serene framework .
One of the most striking effects remains the reduction of mental load for the whole team. Relying on a dedicated team based in Madagascar, trained, committed, and fully integrated, makes it possible to secure operations and bring a real sense of continuity and trust on a daily basis .
On a strategic level, this organization allows the company to drive growth without degrading service quality. New coliving projects can be managed simultaneously, without overload for the existing teams. Investor support gains in clarity and efficiency, while the tenant experience is part of a logic of continuous improvement .
Finally, the more structured vision of the activity allows the manager to make more informed decisions, to anticipate evolutions, and to adjust the model in a progressive and controlled way. The collaboration becomes a lever for performance and sustainable growth .
How is the collaboration evolving today?
The collaboration is part of a long-term dynamic. The team has progressively grown from one to five people in one year, depending on needs and the growth of the activity .
Profiles gain in skills. Areas of intervention expand. The dedicated team integrates more and more naturally into the organization, in the same way as an internal team .
This continuous evolution is at the heart of the ScaleMyCrew model .
Why does this case illustrate the value of the dedicated team model proposed by ScaleMyCrew?
This case concretely shows what a well-designed offshore collaboration makes possible. An integrated, structured, and supported team, capable of creating human and organizational value over the long term.
At ScaleMyCrew, we are convinced that offshore in Madagascar is not limited to simple remote execution. It is above all an approach based on support, structuring, and trust over the long term. This case is a concrete illustration of it. If you wish to structure your activity with a dedicated team in Madagascar, and transform your organization to support your growth, contact ScaleMyCrew to discover how this model can adapt to your situation.