Real Estate & Property Mgmt
Prime Property Mgmt
-55% fewer staff interruptions
The Challenge
A property management company handling 400+ units was drowning in tenant maintenance requests and prospective renter inquiries.
The Solution
Set up AI triage system for maintenance urgency, showing requests, and lease inquiry routing with automated follow-ups.
The Results
Prime Property reduced staff interruptions by 55% while improving tenant satisfaction scores by 31 points.
Key Metrics
-55%
Staff interruptions
Reduction in calls to staff
+31 pts
Tenant satisfaction
NPS improvement
1.2 hrs
Maintenance response time
Down from 6+ hours
Our team used to get pulled into every 'emergency' call. Now the AI triages everything, and we only handle what's truly urgent. Our stress levels are down, satisfaction is up.
J
Jennifer Huang
Operations Director, Prime Property Mgmt
Playbook Highlights
- Maintenance triage: emergency, urgent, routine (with examples)
- Automated work order creation in property management system
- Showing request handling: availability check, self-showing instructions
- Lease inquiry routing: budget, move-in date, pet policies
- Tenant portal link distribution via SMS
Tech Stack
AppFolio (PMS)Buildium integrationTwilio SMSZapier
Before & After
| Metric | Before | After |
|---|---|---|
| Daily staff interruptions | 47 | 21 |
| Maintenance ticket routing errors | 18% | 3% |
| Showing conversion rate | 24% | 38% |
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