# Case Study - Maintenance Request Automation for a Property Management Firm | Colossal

Source: https://colossal.nz/case-studies/maintenance-requests/

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# Cutting maintenance resolution time in half with automated request handling

 Industry Property Management and Real Estate

 Focus Maintenance workflow, tenant communication, contractor coordination

 Service AI Automation - Custom Integration

 50%

 Reduction in average resolution time

 Automated

 Triage, routing, and tenant updates

 Real-time

 Status visibility across all open jobs

 Fewer

 Tenant complaints about communication

## Every channel, no system

 Maintenance requests are one of the highest-volume tasks in property management and one of the most chaotic when handled manually. Tenants call, text, and email. Some issues are urgent. Others can wait. Without a structured intake process, everything lands in a property manager's inbox and sits in a queue with no visible priority order.

 Urgent issues were sometimes treated the same as non-urgent ones simply because they arrived quietly. Contractors were not always notified in time. Tenants received little or no communication once they had submitted a request, which led to follow-up calls that consumed more time. Landlords often found out about maintenance issues after the fact rather than being consulted on jobs that warranted their approval.

## From submission to resolution

 Tenants submit requests through a structured form that captures the issue type, photos, urgency, and preferred access times. The system categorizes the request immediately: emergency (same-day contractor contact), urgent (24-hour response), or routine (scheduled within the standard window).

 Emergency requests trigger an immediate notification to the property manager and a pre-approved contractor. Routine requests are batched and assigned automatically. In each case, the tenant receives a confirmation that their request has been received and when to expect a response.

 As the job progresses, automated status updates go to the tenant at each stage: contractor assigned, access confirmed, job completed. For any job over a set cost threshold, the landlord receives a notification with a quote for approval before work proceeds.

 The property manager sees a live dashboard of every open job across the portfolio. Nothing sits untracked. Nothing requires a phone call to get a status update.

## The results

- Average maintenance resolution time cut by 50% across the portfolio
- Tenant complaints about lack of communication dropped significantly
- Property managers freed from manual job tracking and status update emails

## Want maintenance to run without the chaos?

 We identify your highest-value automation opportunities and build them for you. Book a call to start with an AI Assessment.

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