Regional property management firm managing 300 residential units across 15 properties with a team of 8 staff handling leasing, maintenance, and tenant relations.
Maintenance requests arrived via phone, email, text, and tenant portal with no centralized tracking. Staff manually logged requests into spreadsheets, leading to lost tickets and duplicate work.
Coordinating vendors required 10+ phone calls per work order to schedule, confirm, and follow up. Emergency requests often sat unaddressed overnight or on weekends.
Lease renewals were tracked in a spreadsheet with manual email reminders sent 60 days before expiration. Staff frequently discovered expiring leases too late to retain tenants or plan turnover.
Tenant communication was inconsistent across properties. Response times varied from same-day to 48+ hours depending on staff availability and workload.
We implemented a maintenance coordinator agent that captures requests from all channels including phone voicemail, email, SMS, and portal submissions. The agent logs tickets, categorizes urgency, and routes to appropriate vendors.
The agent maintains a database of preferred vendors by trade and property location. For each request, it identifies qualified vendors, sends job details, and tracks response times. Vendors with consistent slow responses are flagged for replacement.
Lease renewal tracking was automated with the contract renewal agent. The system monitors lease expiration dates, triggers renewal outreach at 90 days, 60 days, and 30 days, and escalates non-responses to staff for personal follow-up.
Tenant communication was standardized with an AI agent handling routine inquiries about rent payments, lease terms, amenity hours, and policy questions. Complex issues are routed to staff with full conversation context.
All agents integrate with the existing property management software via API, eliminating duplicate data entry and maintaining a single source of truth for tenant and property information.
Maintenance requests from phone, email, SMS, and portal are captured and logged automatically
Requests are categorized by urgency and trade, then matched to qualified vendors
Work orders are sent to vendors with property details, tenant contact, and access instructions
Vendor confirmations and completion updates are tracked with automated tenant notifications
Upcoming expirations trigger renewal outreach with personalized offers
Routine inquiries are answered immediately while complex issues are escalated to staff
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