Request check
Watches for incomplete requests and stalled handoffs.
All workflow examples
Workflow example: Property management
Business profile
A business and workflow you can recognize.
A property management company coordinating tenant requests, property records, vendors, and calendars.
The challenge
Where the work starts to slip.
A tenant request starts in one channel, needs more information, passes to a vendor, and then needs a tenant update. The status is hard to reconstruct when each step lives in a separate tool. Tenants ask again because the next update is unclear.
Canadian context: more than one-third of Canadian renters expect an immediate response to maintenance issues in the 2024 Canadian Multi-Residential Satisfaction Study. Toronto’s RentSafeTO rule sets a 24-hour response envelope for urgent requests and seven days for non-urgent requests in covered buildings.
The review
Measure the real workflow before changing it.
We measure a four-week baseline across email, portal, phone notes, vendor threads, and calendars: inbound contacts, status-only repeat contacts, minutes to handle each contact, and hours spent assembling routine milestone updates. The baseline is measured locally, not assumed.
How the work moves
Routine steps move forward. Decisions stay with your team.
Property context
Assembles the request, property record, and vendor status.
Status update
Prepares status updates and handoff notes.
Reply handling
Sorts tenant replies as resolved, scheduled, or needing more information.
Completion check
Checks completion and flags exceptions.
Interactive prototype
See how a status update reaches a verified response.
Choose a tenant response, review the prepared update, and see how the system keeps everyone informed while decisions stay with the property manager.
- System support
- Detect open tickets, gather status, prepare updates, and track responses.
- Your team decides
- Approve outgoing communication, handle sensitive issues, and make repair decisions.
Maintenance ticketOpen 5 days
- Tenant
- Unit 204
- Issue
- Kitchen faucet leak
- Current state
- Awaiting approval
- ✓Open ticket detected
- ✓Status gathered
- ✓Update prepared
- 4Approval
- 5Update sent
- 6Reply classified
- 7Response verified
- 8Record updated
Prepared update
A status update is ready for review.
The system used the ticket history, contractor schedule, and the tenant's preferred contact method. It did not make repair commitments or authorize spending.
Activity record
Open ticket detected, status gathered, update prepared, and approval requested.
The rollout
Start controlled. Earn capability from evidence.
Week 1: Connect and baseline
Map requests, assign owners and next steps, and route urgent items to a person.
Week 2: Observe and prepare
Draft acknowledgements and updates for staff approval.
Weeks 3 to 4: Operate
Send approved updates on time, classify replies, verify completion, and escalate exceptions.
Weeks 5 to 8: Earn responsibility
Send routine acknowledgements and updates within agreed limits. Keep commitments and sensitive situations with staff.
The results
Make the scenario and the measures explicit.
Illustrative scenario with fictional inputs to be replaced by the client’s measured baseline.
- Starting state: 100 inbound tenant contacts/week. Of those, 30 are status-only repeat contacts. Each takes 6 staff minutes, and routine updates take 5.0 hours/week to prepare.
- Baseline repeat-contact effort: 30 × 6 minutes = 3.0 hours/week.
- Pilot targets: 30% fewer status-only contacts = 0.9 hour/week recovered. A 20% reduction in preparation time = 1.0 hour/week recovered.
- Combined illustrative capacity: 1.9 hours/week, or 95 hours/year at 50 operating weeks. This is scenario arithmetic, not a promise.
- Design targets: immediate receipt confirmation for supported digital channels. Every urgent item routes to a person. At least 95% of open non-urgent issues have an owner, status, and promised next-update time. At least 95% of promised updates go out on time.
What stays with your team
The manager keeps control of consequential decisions.
- Commitments, terms, and sensitive exceptions stay with staff.
- Urgent and safety-related items route to a person immediately.
- Every update is factual. Agreement interpretation stays with staff.
- Receipt confirmation stays clearly separate from a substantive response or resolution.
What comes next
Expand only when the evidence supports it.
Once client updates are running, the same operating model can support follow-up and document collection. The workflow can use the company’s established update process to keep vendors and owners informed too.