The challenge
The property manager was using email and a phone line for resident communication. Maintenance request acknowledgement could take days, and lease renewal letters by mail were getting ignored.
What we built
An opt-in SMS system covering six buildings and 800+ residents. Inbound messages are classified by intent (maintenance, complaint, leasing, general), routed to the correct staff queue, and acknowledged automatically. Outbound campaigns handle rent reminders, building announcements, and lease renewal flows with confirmation links.
- 10DLC compliant registration with Twilio
- Two-way conversation threading per resident
- Quiet hours and per-building rate limits
- STOP / HELP keyword handling
Results
Resident maintenance acknowledgement is now under 90 seconds. Lease renewal response rate doubled compared to the previous mail-based process. Property staff handle 35% more residents without adding headcount.
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