Case study · Penkert Properties
One Phone for Every Property Manager. Real Leadership Visibility Into Follow-Up.
Penkert Properties needed leadership-grade visibility into maintenance operations across multiple property managers — and a single point of contact for every tenant. We built an AI ops copilot that gives the front line one phone and the corner office one dashboard.
The Challenge
Penkert's property managers were each running their own maintenance follow-up — different phone numbers, different inboxes, different spreadsheets, different habits. Tenants didn't know who to call. Vendors didn't know who to update. And leadership had no honest way to see who was actually closing tickets.
Rent Manager handled accounting and the system of record beautifully — but it wasn't a system of action. The chaos around the tickets (intake, triage, dispatch, escalation, follow-up, reporting) was happening in everyone's heads and nowhere a director could audit.
Leadership needed a single answer to a simple question: where are we failing, where are we succeeding, and which manager needs help?
What We Built
One phone line for every property manager
Tenants call one number. The AI voice agent intakes the request, asks clarifying questions, and creates the ticket — then routes it to the right PM.
Multi-channel intake
Web form, SMS, voice, and email all flow into one queue. Deduplication catches the 'I already called yesterday' scenarios automatically.
AI triage with SLA tiers
Google Gemini classifies urgency and category. Emergencies get a 4-hour SLA. Urgent gets 12. Standard gets the right priority — every time.
Smart dispatch + vendor escalation
Configurable routing assigns vendors by category, property, and availability. If a vendor doesn't respond, the system escalates automatically.
Leadership dashboard
Real-time KPIs: open emergencies, SLA breaches, unassigned tickets, performance by manager and by property. Leadership finally sees where things fail and where they succeed.
AI insights panel
Gemini summarizes the day's state and recommends actions — 'Property X has 3 overdue urgents assigned to Vendor Y, who hasn't responded in 18 hours.'
Stack: React · Supabase · Twilio (SMS + Voice) · ElevenLabs voice agent · Google Gemini · Real-time leadership dashboard · Sits alongside Rent Manager
The Results
- One phone number for every property manager — tenants always know who to call, and follow-up never depends on which PM happened to be at their desk.
- 100% of maintenance tickets are tracked in one system, regardless of how the tenant reported them.
- Leadership now has a live, honest view of SLA performance by manager and by property — no more guessing who's behind.
- Emergencies hit a 4-hour SLA with automated vendor escalation. Urgent issues hit a 12-hour SLA. Standard tickets get the priority they actually deserve.
- AI self-help over SMS reduces unnecessary truck rolls — the agent troubleshoots simple issues with tenants before dispatching a vendor.
- Property managers spend less time re-typing tenant updates — the 'Polish with AI' tool turns rough notes into professional tenant communications.
"I can finally see where we're winning and where we're falling behind — by manager, by property, in real time. That visibility didn't exist before, and it's changed how we coach the team."
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