Overview
Automated tenant-communications and maintenance-request pipeline: WhatsApp bot triages requests, generates work orders, routes to contractors, and tracks SLA compliance. Manual PM hours per unit fall from 2.1 h/mo to 0.4 h/mo; tenant NPS rises 29 points.
The challenge
Managing 1,100 units with a team of 8 property managers meant each PM was handling 137 units — unsustainable when each unit generated an average of 2.1 manual hours of communications, maintenance coordination, and contractor follow-up per month. Tenants complained about slow maintenance response times averaging 4.2 days. The team lacked any system to track SLA compliance or contractor quality scores.
The solution
Lirevon built a WhatsApp-first triage bot that classifies maintenance requests into 4 urgency tiers and automatically generates a structured work order in Supabase. An SLA clock starts on submission; at 50% and 100% of the agreed response window, reminder alerts fire to both the assigned contractor and the PM. A contractor-quality scoring module grades each completed job based on tenant feedback and closure time. Monthly SLA compliance reports are auto-generated for the ownership board.
Outcomes
Manual PM hours per unit per month fell from 2.1 to 0.4, enabling the same 8-person team to manage 1,100 units comfortably
Tenant NPS increased by 29 points as average maintenance response time dropped from 4.2 days to 18 hours
SLA compliance rate across all maintenance categories reached 94%, up from an unmeasured baseline
Contractor quality score visibility led to a 12% improvement in first-time fix rates within three months
Key metrics
Tech stack
Services
Client testimonial
“We used to dread the Monday morning flood of WhatsApp complaints. Now the bot handles triage, the contractor gets a work order automatically, and we see real-time compliance data. Our tenants actually thank us now.”
— أنس العامري، المدير العام
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