Industry: Property Management (multifamily, 1,200 doors)
Service: Business Optimization & Fractional COO
Challenge
Resident requests and vendor updates were scattered across email threads, phone calls, and texts. Response times slipped, after-hours catch-up became the norm, and team morale dipped.
Objectives
- Centralize all inbound requests and updates
- Standardize replies and SLAs without adding headcount
- Restore work-life boundaries while improving resident satisfaction
Approach
- Map the mess: quick workflow audit (intake → triage → dispatch → close)
- One hub: stand up a lightweight ticketing/CRM with clear stages and owners
- Smart templates: canned replies for common issues; escalation paths and SLAs
- Nudges: auto-reminders for overdue tickets and vendor follow-ups
- Daily Sweep: a 15-minute team checklist to keep the queue clean
- Scoreboard: simple KPIs on a one-page dashboard
Solution Highlights
- Central inbox → auto-creates tickets; tags: Building, Priority, Category
- SLA policy embedded: First Response ≤2 hrs (biz hrs); Resolution targets by priority
- Template library (approval, scheduling, parts on order, completion notice)
- Automations: overdue nudges, vendor “proof of completion” requests, CSAT ping on close
- Manager view: age-by-stage, stuck tickets, and vendor turnaround
Results (first 60–90 days)
- Time-to-First-Response: 6h → 2h (−63%)
- On-time resolutions: +24 percentage points (priority 1–2)
- After-hours work: −41% (admin moved back into business hours)
- Ticket backlog: −35% within 30 days
- CSAT: 4.9/5 (from 4.2/5) based on close-out micro-surveys
Timeline
- Week 1: Audit + design
- Week 2: Hub setup + templates + SLAs
- Week 3: Automations + dashboard + team training (Looms)
- Week 4: Go-live + coaching; weekly tune-ups (30 min) for two weeks
Tech & Fit
Platform-agnostic (works with SuiteDash/ClickUp/Zoho/Freshdesk, etc.). We kept the stack lean to ensure adoption and documented everything in 3 one-page SOPs + short Looms.
Client Voice (optional)
“We stopped chasing emails and started closing tickets. Evenings are ours again.” — Operations Manager
Reuse & Scale
The same hub pattern extends to owner communications, vendor onboarding, and turnover workflows. Quarterly KPI reviews keep SLAs and templates sharp.
Next Step
Want this for your team? Book a Discovery Call and ask for the “Client Communication Hub” build.
