How a Leading Property Management Company Used AI to Cut Call Center Size by 90% — While Improving Tenant Support
The Problem: High Volume, Slow Response, Costly Manual Processing
As Property management company expanded, their tenant support team was overwhelmed.
Thousands of service requests poured in daily—via mobile apps and emails—from tenants needing repairs, installations, or maintenance.
Each request had to be:
100-Person Call Center Couldn’t Keep Up
Even with a large offshore team, delays and costs kept rising.
Scheduling Was Fragmented and Slow
Back-office systems weren’t connected — delaying resolution.
Tenant Requests Were Flooding In
Thousands of daily service requests arrived through emails and mobile apps.
Every Request Required Manual Review
Each ticket had to be read, interpreted, and routed by a human.
To keep up, leading property management company staffed a 100-person call center in the Philippines.
Still, delays, miscommunication, and overhead costs kept rising.
The Solution: An AI System That Converts Requests Into Action
We built and deployed an AI-powered processing layer that automatically:
AI That Understands Tenant Language
Reads and interprets incoming service requests automatically.
Smart Classification & Routing
Assigns the right technician or vendor in real time — with zero manual input.
Automated Scheduling Across Systems
Creates and schedules work orders through integrated back-office tools.
The AI Becomes the Ops Brain
Acts as an intelligent layer between tenant messages and field teams
The system acts as an intelligent middle layer between tenant messages and field teams.
Results: Less Headcount, Faster Turnaround, Lower Costs
They didn’t just reduce tickets — they reengineered the process.
By automating triage, routing, and scheduling, Westward360 cut their support headcount by 90%, resolved requests faster, and built a more scalable tenant experience.
90% Reduction in Call Center Staff
Team size dropped from 100 to 10 without compromising service.
Hours to Minutes — Request Speed Transformed
AI slashed request-to-action time across the board.
24/7 Support Coverage — No Downtime
AI processes requests instantly, no matter the time zone.
Fewer Errors, Smoother Resolution
Automation eliminated misroutes and dropped service requests.
“We didn’t just automate replies — we automated action. This changed the entire cost structure of tenant support.” — COO, Leading Property Management Company
Key Value Delivered
End-to-End Automation from Request to Resolution
AI handles every step — no manual triage needed.
Context-Aware AI That Understands Urgency
Knows the difference between a minor fix and a critical repair.
Major Cost Savings with Better SLAs
Faster service with fewer people and lower overhead.
Built to Scale Without More Hires
Handles increased volume with the same lean team.
🚀 Want to Cut Support Costs While Improving Service Quality?
If your operations rely on back-office teams to manually read, route, and respond — AI can handle it faster, cheaper, and at scale.
