Maintenance requests came in by phone, email and text and were tracked on a whiteboard. Tenants chased for updates, contractors turned up unannounced, and gas certificates lapsed twice in a year.
Three things kept going wrong, and each cost the business time, money or a customer.
Intake, dispatch and compliance agents, connected to the systems the business already ran on, with approvals on anything irreversible and a full log of every action.
Requests were tracked on a whiteboard, so the first job was to get every open fault into the system with a status. We connected the agent to the property management software and the phone, gave it the approved contractor list with budgets by fault type, and let it triage real requests in shadow mode for a week while the property managers checked its calls.
Tenants are told what will happen and when, so they stop ringing to ask; calls fell by more than half. Contractors arrive when the tenant expects them. Certificates are renewed on schedule, and none has lapsed since the agent took over the tracking.
'We used to find out a certificate had lapsed from the tenant. Now we find out three weeks before.'
Head of property management
The practice's two receptionists were also running the front desk, so a third of calls went to voicemail at lunch and after 5pm. They wanted every call answered and every cancellation refilled, without hiring.
Enquiries arrived through Instagram, the website and WhatsApp at all hours, and the clinic replied the next working day. By then many had booked elsewhere. They wanted every enquiry answered within minutes and turned into a consultation.
A free 45-minute call. Tell us where the time goes; we'll tell you honestly whether an agent would help and what it would save.
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