The challenge
A Bangalore property management firm running 2,800 rented units across 47 societies had a 6-person front office drowning in WhatsApp messages — half rent reminders, a third maintenance complaints, the rest tenant queries. KYC paperwork was paper-based. Maintenance tickets were lost between WhatsApp and the engineer roster. Late rent crept up every quarter.
How we deployed
- Deployed AI tenant intake on WhatsApp — KYC docs collected, validated and stored in 8 minutes.
- Built maintenance ticket triage that classified tickets and routed to plumber, electrician or carpenter.
- Sent automated rent reminders T-3, T-0, T+3 with one-click UPI payment links.
- Escalated unpaid rent to the assigned property manager only after the third missed reminder.
- Closed the loop with tenant satisfaction WhatsApp poll after every maintenance visit.
What changed
- Tenant onboarding time dropped from 4 days to 8 minutes end-to-end.
- 11,000 maintenance tickets triaged and routed without front-office touch.
- Front-office load fell 52% — the team handled growth from 2,200 to 2,800 units flat-headcount.
- On-time rent collection improved 18 percentage points across the portfolio.
- Tenant CSAT lifted to 4.4/5 from a baseline of 3.6.
"My front office used to chase rent and apologise for late plumbers. Now they actually onboard new societies, which is what they were hired for."
— Operations Head · Property Management Firm