“Tenant calls and emails are routed 24/7 to the right team, with urgent repairs escalated instantly.”

The challenge

Night and weekend calls went to an answering service that took messages verbatim but could not triage. A burst pipe and a question about parking were handled the same way, and the on-call technician was woken up for both.

What they set up

Three assistants share one number: maintenance, leasing and billing. The assistant classifies urgency, collects unit number and details, and flags genuine emergencies as high priority so the on-call engineer is alerted straight away. Everything else becomes a ticket via webhook into their maintenance system.

Results

• 100% of calls answered within one ring, day and night
• On-call wake-ups down 70%
• Every request becomes a tagged ticket automatically
• Tenant satisfaction score up 18 points