Slash Maintenance Calls & Emails with Smart Automation

Reducing Maintenance Calls and Emails: A Smarter Approach to Multifamily Efficiency

In multifamily operations, maintenance-related communication whether through phone calls or emails can be a significant drain on resources. Residents often reach out to submit work orders or follow up on their status, especially if they lack clear updates. For a 5,000-unit portfolio, these interactions quickly add up, impacting staff productivity, driving up labor costs, and creating inefficiencies.

AppWork addresses this challenge by automating communication through email and text notifications, providing proactive updates that reduce the need for follow-ups. Additionally, easy-to-use QR codes enable residents to submit work orders seamlessly, further cutting down on unnecessary calls and emails.

The Scenario: Increased Email and Call Volume in Maintenance Operations

In a 5,000-unit portfolio:

• Work Order Submissions – Each unit generates 3 work orders annually, resulting in 15,000 work orders per year. Some residents prefer calling instead of using QR codes or other tools, leading to 3,750 submission calls annually.
• Follow-Up Calls – Residents often call to check on the status of their work orders. At an average of 1.5 follow-ups per work order, this adds 22,500 follow-up calls annually.
• Follow-Up Emails – Residents send emails at an even higher rate, averaging 2.5 follow-ups per work order, contributing 37,500 follow-up emails annually.
• Emergency Work Orders – Emergency maintenance, which makes up 15% of total work orders, adds 2,250 direct calls or emails annually.

Total Resident Interactions

This portfolio handles approximately 66,000 resident interactions annually, with a significant majority being emails.

Time and Cost Impact

• Time Spent – Each phone call or email takes an average of 5 minutes to handle. This equates to 330,000 minutes (5,500 hours) annually spent managing maintenance-related communication.
• Labor Costs – At an average hourly wage of $20, these interactions cost $110,000 annually in labor.

How AppWork Reduces Calls and Emails

• Automated Status Updates via Email and Text – Residents receive real-time notifications throughout the maintenance process—when their request is received, scheduled, and completed—reducing the need for follow-up calls and emails.
• Simple QR Codes for Work Orders – AppWork provides QR codes that residents can scan to submit maintenance requests quickly and easily, eliminating the need for phone calls or emails to initiate work orders.
• Efficient Emergency Call Routing – Emergency calls are routed directly to the on-call technician, bypassing office staff and streamlining communication.
• Proactive Communication – Regular updates keep residents informed, ensuring they feel valued and connected without having to reach out repeatedly.

The ROI of Reducing Calls and Emails

Reducing the volume of resident interactions translates into measurable savings:

• Interaction Reduction – Automating updates and simplifying work order submissions can reduce total calls and emails by up to 70%, lowering interactions from 66,000 to 19,800 annually, saving 46,200 interactions.
• Time Savings – Saving 46,200 interactions at 5 minutes each equates to 231,000 minutes (3,850 hours) annually.
• Labor Cost Savings – At $20/hour, saving 3,850 hours results in $77,000 annually in labor cost savings.
• Improved Efficiency – By reducing communication volume, onsite teams can dedicate more time to resolving maintenance issues, improving productivity and the overall resident experience.

Communication Efficiency Drives ROI

For a 5,000-unit portfolio, automating communication through email and text updates, coupled with QR code-based work order submissions, reduces phone calls and emails while saving significant time and labor costs. These streamlined processes empower onsite teams to work more efficiently and improve the resident experience.

Ready to transform how your portfolio handles maintenance communication?
Contact us today to learn how AppWork can deliver measurable results for your team!

AppWork was created by property managers who understand the real challenges of running multifamily communities. Having worked in the industry, AppWork designed solutions to streamline operations, empower maintenance teams, and enhance efficiency. With tools like work order tracking, digital make ready boards, and advanced inspection software, AppWork helps communities stay organized and proactive. Discover how AppWork can transform your property management processes and improve tenant satisfaction.