Provide 24/7 Maintenance and Service Call Response
The most important tenant is the one you already have. You want to ensure your current tenants are satisfied and will stay in your property for as long as possible. We understand that. That’s why Propertyware’s experienced Contact Center staff are dedicated to satisfying your tenants. Our professional maintenance associates are available 24/7 to answer your maintenance service calls and ensure every tenant receives an immediate and helpful response.
Tend to Your Tenants While We Take Care of the Service Calls
From broken windows to overflowing toilets, the Propertyware Contact Center can handle maintenance calls and ensure your tenants receive a prompt and professional response. You won’t have to worry about delays due to office closings, forgotten voicemails from the middle of the night, or scribbled notes lost on desktops that result in unhappy tenants or further property damage.
Flexible Service Options to Meet Your Property Needs
Propertyware Contact Center has a variety of service options available, allowing you to choose the one that best aligns with your budget, property or staffing needs.
All Emergency & Non-Emergency Service Calls
Let us do it all. Propertyware Contact Center can handle 100% of your tenant service calls, for a single property or for your entire portfolio, with 24/7 support.
Missed Emergency & Non-Emergency Service Calls
Avoid the perils of missed calls. Propertyware Contact Center can handle any tenant service calls when your staff is unavailable at your properties.
After-Hours Emergency & Non-Emergency Service Calls
Keep us on watch for those nighttime events. Propertyware Contact Center can respond to your after-hours service requests when your offices are closed. Since 50% of service requests come in after hours, this enables you to turn the negative experience of having to leave a voicemail into a positive experience with a skilled maintenance associate.
No matter which option you choose, you can rest assured that a trained Propertyware Contact Center associate will answer the phone, provide a professional and helpful response, log an appropriate service ticket, and immediately submit relevant information to the proper technician for dispatch and rapid resolution.
Track Maintenance Service Calls
Propertyware Contact Center associates work with clients to enter service requests directly into Propertyware as calls are received. These requests reside in your Propertyware system for follow up and a copy is sent to your onsite staff via e-mail, helping to ensure the proper action is taken and that no service requests are missed.
Reduce Emergency Response Times
Our sophisticated proprietary maintenance dispatch software allows you to reduce emergency response times by prioritizing, routing and dispatching emergency tickets to the proper technician. When a non-life-threatening emergency request is received, it is automatically routed to our associates via quick-connect technology putting the technician in contact with the tenant; verbal automated notes including emergency type, tenant home or primary phone number, work order number, and property street address are populated to ensure the technician has all necessary information. This timely, transparent flow of vital information helps your properties operate seamlessly and decrease response times.
Because you are in charge of establishing the rules for determining what is deemed an emergency and what is not, you are in the driver’s seat for reducing unnecessary emergency dispatches and minimizing possible overtime pay.
Maintenance Service Reporting
Detailed online reporting summarizes all of your maintenance ticketing details, helping you track and quantify your maintenance efforts. By using our system, you can view response times to emergencies, monitor ticket volumes, determine trends, look up previous ticket details and more.
Gauge Tenants’ Experiences
Optional tenant follow-up calls allow us to gauge your tenants’ satisfaction with the service request experience, response time and process. We provide these responses to you in a short, customizable survey that’s easy to read and interpret. And, importantly, if we happen to speak with a renter who was not satisfied, we immediately dispatch a service alert to you so that you can quickly resolve the situation.