The challenge: "Difficulty reaching the office" was the number one tenant complaint

Westfield Property Services manages 340 residential rental units across Chicago's North Side. Their property management team of four handled all tenant communications: maintenance requests, lease inquiries, payment questions, move-in/move-out scheduling, and noise complaints.
With 5,200+ calls per month, the team was underwater. Average callback time for non-emergency tenant inquiries was 8 hours. Maintenance requests submitted by phone were often incomplete, leading to repeat calls and delayed repairs. During lease renewal season, call volume spiked by 50%, and the team simply couldn't keep up.
Tenant satisfaction surveys consistently ranked "difficulty reaching the office" as the number one complaint.

The solution: Instant response 24/7, structured fault capture, and lease renewal handled entirely by AI

Thrumble AI handles all inbound tenant calls. The AI identifies the tenant, confirms their unit, and resolves or routes based on the inquiry type.
For maintenance: structured fault capture, urgency assessment, and work order creation.
For lease and payment inquiries: balance confirmations, payment processing, lease renewal scheduling, and move-in/move-out coordination.
For complaints: structured logging with categorisation, location data, and timestamp, enabling the property management team to identify patterns and respond proactively.

The results: The numbers speak for themselves

• 5,200 tenant calls handled per month across 340 units.

• 89% resolved autonomously. 11% transferred to property managers for complex issues.

• Tenant response time: instant, 24/7. Previously: 8 hours average for non-emergency callbacks.

• Maintenance request completeness: 96%, up from 58% when captured by the office team under time pressure.

• Lease renewal scheduling calls handled entirely by AI, freeing the team during the busiest period of the year.

The commercial impact: $195K saved. Tenant retention up 14%.

$195,000 USD per year in staffing costs saved.
Tenant retention improved by 14% year-over-year, attributed to the step-change in communication responsiveness. With average tenant turnover costing $4,200 per unit, that improvement represents approximately $200,000 in avoided vacancy and turnover costs.
Deployed in 5 weeks.

5,200 tenant calls. Instant response. 14% better retention. $195K saved.