Maintenance
Fast maintenance triage improves tenant happiness
Centralized requests and vendor assignment cut average resolution time and improved CSAT across a 90‑unit portfolio.
- Resolution time
- ‑28%
- Tenant CSAT
- +4.6★
Maintenance requests arrived via texts, emails and phone calls. Work fell through the cracks and tenants lacked visibility.
Challenges
- No single intake channel or tracking
- Vendors scheduled manually with little prioritization
- Tenants unsure if anyone saw their request
Solution
- Tenant portal for request submission with photos and priority levels
- Smart routing and vendor assignment with SLAs
- Status updates automatically shared with tenants
Results
- 28% faster average resolution time
- High CSAT (4.6★) with transparent updates
- Portfolio‑wide view of backlog and spending