Tenants reported maintenance issues via phone calls or front-desk notes, resulting in lost work orders and long repair resolution times. Facility managers spent hours calling technicians to assign daily maintenance tasks, while tenants lacked visibility into ticket status, leading to high tenant turnover.
Building a Custom Tenant Portal and Work Order Routing System for Multi-Family Operations
A multi-family property management company operating three thousand apartment units sought to modernize tenant communication and maintenance ticket handling.
Challenge
Solution
FlipWorks built a responsive web and mobile tenant portal paired with a technician dispatch application. Tenants submit maintenance requests with photos online, while an automated routing engine assigns tickets to maintenance technicians based on building location and repair category.
Result
- Replaced manual phone maintenance reporting with a 100% digital tenant work order portal.
- Reduced average maintenance work order resolution time by automating technician dispatch.
- Improved tenant retention rates by providing automated SMS and portal updates throughout the repair process.