Maintenance requests resolved in 2.1 days.
Was 8.3. No coordinator required.
Pinnacle Property Group was managing 1,200+ units on spreadsheets and group chats. We automated the entire maintenance workflow — from tenant submission to contractor dispatch to landlord report.
1,200 units. 40 properties.
One overwhelmed coordinator.
Pinnacle Property Group manages commercial real estate across 40 properties — a mix of office buildings, light industrial units, and mixed-use developments. With over 1,200 tenants and a small internal operations team, they handle anywhere from 60 to 120 maintenance requests every month.
Before Amroar, every single one of those requests arrived through a different channel. Some tenants called. Some emailed. Some filled out a PDF form and attached it to a reply chain from six months prior. The ops coordinator's job was to read all of them, manually log them in a spreadsheet, decide which contractor to call, chase that contractor for a confirmation, update the tenant, and then reconcile the invoice when the work was done.
There was no triage logic. An emergency water leak sat in the same inbox as a request to replace a lightbulb. Urgent jobs were sometimes missed for days. Routine jobs sometimes triggered unnecessary urgency because nobody knew the context. And landlords had no visibility into what was happening on their properties unless the coordinator happened to send them an update.
The system wasn't broken because the team was bad at their jobs. It was broken because a 1,200-unit portfolio cannot be managed through human memory and a shared inbox.
Six failure points in a process
that ran on goodwill and memory.
None of these would be acceptable in isolation. Running all six simultaneously at 120 requests per month was a liability — for tenants, for landlords, and for the business.
One intake point. Four automated outputs.
Jotform replaced the five inbox problem. Zapier routes everything from there. Every downstream system — Asana, Twilio, QuickBooks, Google Sheets — receives exactly what it needs, automatically.
Every request classified
before a human sees it.
Zapier reads the urgency field from the Jotform submission and classifies it into one of three tiers. The tier determines the SLA, the contractor category, and the communication cadence.
Four phases. The whole lifecycle covered.
Five weeks to build and test. Two weeks of the testing phase ran against live requests in parallel with the old process to verify classification accuracy before the old system was switched off.
Standardised intake — one form, every property
We replaced the five-channel inbox problem with a single Jotform — one URL distributed to all 1,200 tenants with a QR code on every property noticeboard. The form captures the property code, unit number, issue type, urgency assessment, written description, and up to six photo attachments. Tenants on mobile can submit a full maintenance request in under two minutes.
Critically, the form includes a structured urgency field — not a free text box. Tenants select from three clearly labelled categories. This gives Zapier a clean, consistent input to route on. The form also captures the tenant's preferred contact method — SMS, email, or phone — which determines how status updates are sent throughout the job lifecycle.
Contractor matching + Asana task dispatch
Zapier reads the urgency tier, property code, and issue type, then queries a lookup table mapping each property zone to its approved contractors by trade. The right contractor is identified without any human involvement. An Asana task is created automatically — containing the issue description, photos, property address, tenant contact details, urgency tier, and SLA deadline — and assigned to the contractor's Asana workspace.
For P1 emergencies, a second Zapier step fires a direct SMS to the contractor's mobile via Twilio alongside the Asana task, with the property address and a one-tap callback link to the tenant. For P3 scheduled jobs, tasks are created but held in a weekly batch queue — the contractor receives a consolidated job list every Monday morning rather than individual notifications.
Tenant status updates + job completion loop
When a job is created, the tenant receives an immediate SMS confirming the request has been logged — with a reference number, the urgency tier, and the expected resolution window. Every status change in Asana (accepted, in progress, completed) triggers a corresponding SMS or email to the tenant via Twilio and Mailgun. Tenants always know where their job stands without calling anyone.
When the contractor marks the Asana task complete, a Zapier step fires: the tenant receives a completion confirmation and a short satisfaction rating request. If the rating comes back below 3 stars, the coordinator receives an alert to follow up. Good completions flow straight to invoice reconciliation without any human touch.
Invoice reconciliation + landlord reporting
When a contractor submits an invoice, Zapier matches it against the open job record using the reference number. The invoice is pre-coded to the correct property and cost category in QuickBooks — no manual data entry, no mismatched references, no jobs sitting in a reconciliation backlog for weeks. Spend is tagged by property from day one, making landlord reporting trivially easy.
Every Monday morning, a Zapier zap pulls the week's completed jobs and spend data from Google Sheets into a formatted Mailgun email — one per landlord, covering only their properties. Property owners go from receiving ad hoc phone calls to a consistent, detailed weekly summary they can actually plan around. The coordinator hasn't built a landlord report manually since go-live.
What changed after go-live.
Measured across the first six months in production. Data from Pinnacle's internal ops reporting and tenant survey responses.
Seven tools. Zero manual handoffs.
What's still running on
memory and group chats?
Tell us the process. We'll tell you whether it can be automated, what it would take, and what it should cost — in 30 minutes, before you commit to anything.
Shivam or Sonam on the call. Not a junior consultant.