Use AI to Streamline the Maintenance Pipeline and Improve Results
By Ken Murai, CEO of FacilGo
Everyone in property management knows how maintenance requests go: A resident flags an issue, and a staff member hustles to reply to the resident, then sends staff or an outside contractor to take care of the problem ASAP. But this approach can take too long for residents and is always a drain on team members’ time and energy.
I addressed this problem on a recent 20 for 20 podcast with Dom Beveridge, discussing how AI is the perfect tool for companies looking to lower costs and improve efficiency by centralizing maintenance intake.
Outdated: The traditional intake model
Most property management companies have no centralized channel for maintenance requests, which take the form of phone calls, emails, online portals, and office walk-ins. Staff must then log work orders from multiple sources, prioritize issues, assign work orders to a technician or vendor, and follow up with residents.
Notice how that’s a lot of steps? All these failure points can lead to inefficiencies, including:
- Inconsistent responsiveness based on which staff member handles the request.
- Longer waits as staff are stretched thin.
- Higher labor costs when manual intake eats up staff time.
- Poor data collection if teams struggle to track performance across multiple channels.
Updated: Centralized Maintenance Intake
With AI-powered centralized maintenance intake, staff can stop worrying about service requests, which are instead processed automatically. Here’s how it works:
- New service requests go through AI-powered chatbots and/or phone systems to a central hub.
- AI categorizes and triages requests based on urgency.
- Automated resident communication provides updates in real time.
- The system escalates requests or issues to employees as needed.
This flexible, fully automated system ensures fast, efficient, and accurate processing by removing human error and freeing employees to be productive elsewhere.
Reaping the benefits
When people talk about the benefits of AI, automating processes like maintenance request intake is exactly what they mean: taking a repetitive, detail-oriented tasks off of valuable employees’ plates so everyone can do what they do best. Here are just a few of the key benefits:
- More satisfied residents: AI-powered systems process requests instantly, escalate
- Lower labor costs: AI centralization requires fewer call center agents to process work orders and lets maintenance teams focus on repairs over administration.
- Smarter triage: Team members won’t waste cycles on prioritizing requests as AI can determine urgency while matching technicians to tasks, handing out assignments in real time.
- Self-service solutions: Automated voice and chatbots can provide troubleshooting steps for maintenance requests that don’t require a technician visit.
- Data-driven decision-making: Centralized intake systems can track and leverage key data including:
- Frequently occurring and seasonal issues
- Response and resolution times
- Potential sources of cost savings
- Technician performance and workload distribution
Embrace the future
The most valuable resources on any property management team are the team members themselves. The traditional intake process wastes employee time and subjects residents to needless human error.
AI-driven, centralized intake systems:
- deliver faster, more effective maintenance services.
- reduce labor costs and boost team productivity.
- optimize technician efficiency and reduce request volume.
- leverage data-driven insights to refine maintenance strategies.
The FacilGo team is excited to show our clients how to embrace innovation and take the lead in a competitive market. Give us a call to centralize request intake and reach new heights in property maintenance efficiency.
