From Call Center to Self-Service: Resident Mobile App
A single-family rental operator reduced maintenance call center volume and improved work order accuracy by implementing a resident mobile app that enables self-service submission and real-time tracking of maintenance requests with photo and video capture, achieving 40% app adoption within the first year.
From Call Center to Self-Service: A
Resident Mobile App
Overview
A maintenance call center's busiest calls are often the ones that shouldn't happen at all — a resident checking a status update, or re-explaining a problem the first report left incomplete. This single-family rental operator saw call volume strain team capacity while thin resident detail caused vendor back-and-forth. It needed self-service submission and tracking without a worse resident experience.
The Challenge
• Status-check calls drove call volume • Incomplete details caused vendor delays • Cost had to fall without hurting service
The Solution
• Resident app for self-service work orders • Photo and video capture for accurate detail • Real-time tracking and push notifications
Results & Highlights
40% App Adoption Of monthly maintenance requests submitted through the app within the first year.
Reduced Call Volume Lower call volume to the maintenance team freed up capacity for actual issues.
Improved Work Order Accuracy Photo and video capture cut down on inaccurate or incomplete request details.
Residents can report a problem in the time it takes to snap a photo.