From Voicemails to Texts: Improving Maintenance Operations

The Communication Challenge

Maintenance technicians often face significant communication hurdles when trying to reach residents. Caller ID blocks, unanswered calls, and ignored voicemails are common issues that can slow down the service process and increase frustration for both residents and technicians.

The Impact on Maintenance Efficiency

These communication challenges create a chaotic environment where technicians struggle to coordinate with residents. This is a widespread issue in the multifamily housing industry, impacting the efficiency and effectiveness of maintenance teams.

The Solution: Text Messaging

By leveraging text messaging through mobile maintenance apps like AppWork, maintenance teams can bypass these hurdles and achieve 100% transparent communication. Text messaging ensures that residents are always informed and involved in the maintenance process.

Case Study: Atlantic Pacific Companies

David Alvarado, CAMT, Regional Maintenance Supervisor at Atlantic Pacific Companies, shares how his team has successfully transitioned to text-based communication. This switch has significantly improved their productivity and efficiency.

“It used to be that residents didn’t know if the maintenance tech came to their home on a given day, whether the tech was still there, and what he or she was able to accomplish,” Alvarado says. “More important, residents wonder had the repair been completed. And if it hadn’t, why not.”

Enhanced Communication with AppWork

Using AppWork, Alvarado’s team can now keep residents informed at every step of the work-order process. This includes setting appointments, notifying them of the assigned technician, and updating them on the job's progress.

“Trying to leave phone calls became a game,” Alvarado says. “Residents wouldn’t answer or simply ignored the technician’s attempts. We’d try to tell them that we’re ordering a part and that we’d have to come back in a day or so. We’d leave voicemails, but no one listens to voicemails anymore.”

The Power of Text Messaging

Residents do read and respond to texts, which has been a game-changer for Alvarado’s team. Since switching to texting, no resident has complained about the communication method.

“The work is performed with greater transparency and satisfaction,” Alvarado says. “And when we complete the job, AppWork automatically sends a text to the resident and gives them a chance to leave a review.”

Clear and Recorded Communication

One of the significant advantages of using AppWork is that all communication is recorded and saved within the app. This creates a clear history of what was done, when, and by whom, which is crucial for accountability and transparency.

“That way, residents can’t come back later and say you never told me, or you never updated me,” Alvarado says. “With AppWork, our work, resident customer service, and liability are taken care of.”

Conclusion

Switching to text-based communication through a mobile maintenance app like AppWork can significantly improve the efficiency and satisfaction of maintenance operations. By ensuring transparent and recorded communication, maintenance teams can overcome the common challenges of blocked phone numbers and ignored voicemails, leading to better service for residents and a more streamlined workflow for technicians.