Case Study / Property management
Property maintenance: repair requests and follow-up
Repair intake, work orders, feedback and fee reminders for a property management company.
Repair requests were only the start of the work
This property management company faced slow responses to repair requests, confused work-order handovers and low owner satisfaction. Staff had to handle incoming messages, coordinate maintenance, follow up on progress and manage fee reminders.
Our team delivered a workflow covering repair intake, work orders and follow-up. The project connected the request arriving in a messaging channel with the maintenance work and feedback that followed.
What the project included
Owners submitted repair requests through WeChat or WhatsApp. An assistant categorised the issue and supported assignment and follow-up. Work-order automation routed requests to the appropriate maintenance team and tracked progress.
After a repair, the system sent a questionnaire to collect and analyse owner feedback. Fee administration included identifying outstanding payments and preparing personalised reminders.
Intake captured the request, work orders tracked the repair, and follow-up collected owner feedback.
Measured results from this project
- Repair response time fell from 2 hours to 5 minutes.
- Owner satisfaction improved by 40%.
- Labour costs fell by 30%.
Where to look in your own operation
Follow a recent repair request through your business. Record where it arrived, when a work order was created, who assigned it and where the maintenance team updated progress. This helps separate time spent on intake from time lost waiting for a handover or checking status.
If your existing software already captures requests, the first project may focus on assignment and updates. If messages are scattered across channels, a consistent work-order entry point may be more useful. Agree who handles urgent repairs, how missing details are collected and who confirms completion.
Review response time, work-order handling and owner feedback separately. That gives the team a clearer picture of which parts of the service have improved and where further work is needed.
