Answering Services for Property Management Mainteneance

Home » Appletree Services » Industry » Property Management »

Professional Leasing »
Maintenance Response »
Virtual Receptionist »
Top 7 Reasons You Want Appletree on Your Team »
A Solution for Today's Mobile Phone Prospects »

Appletree answers your property’s maintenance requests at any time of day or night. A well handled maintenance call can be the difference between losing a resident and gaining a new one by referral. Emergency maintenance calls are dispatched according to your customized escalation procedures until the technician confirms it is being handled. You can access all of your messages online as well as receive a summary report via email. Our agents can also enter the tickets into your property management system. If your maintenance department has rotating on-call technicians, our online system allows you to post and update their schedule. The result is improved customer service and resident retention.

Maintenance Response

Appletree’s answering service agents handle all of your residents’ maintenance calls. Agents specifically:

Answers maintenance calls for your property office 24x7, 365 days a year.
Take messages and provide information to callers
Handle maintenance requests during and after office hours
Determine emergency maintenance requests to dispatch to on-call staff
Provide messages and reporting to office staff

Agents are provided with customized call instructions specific to your property so that calls are handled to your exact specifications.

Message Delivery

Text Messaging: Call information is delivered via text message to a cell phone or pager.
E-Mail: Call information and activity is delivered via e-mail to the property email accounts.
Web Messaging: Clients can access all messages and account activity online. You can track your messages from the time they are taken until the time delivered, and each step in between.

Web OnCall Scheduling

Manage your on-call maintenance technician schedule online to ensure accuracy and save time. Avoid faxing for calling in to make last minute personnel changes.

Intelligent Dispatch

Allows answering service agents to click and dial the correct on-call person that you manage from the web. The protocol manages the dispatch of your emergency maintenance requests while increasing speed and accuracy.

Online Appointment Calendar

Appletree agents can utilize online calendars through Google Calendar’s sync application for Outlook or other online calendars to check your office staff or maintenance staff availability and schedule vendor or resident appointments.

Online Access to Prop Mgmt Software

Properties can provide Appletree with online access to enter maintenance requests and appointments into their property management software.

Call Routing Options

Designated Maintenance Line Direct to Appletree– Residents can be provided a local or toll free phone number that connects directly to Appletree Maintenance Response agent.

Automatically Forward Busy and Unanswered Calls to Appletree – The property’s local phone service provider forwards all busy and unanswered calls from the property to Appletree instead of going to voicemail. Callers are either directly connected to an Appletree agent or routed according to the caller’s selection for leasing, maintenance, or the management office.

Manually Forward Calls to Appletree when Out of the Office – When the office is closed or the property office is busy serving residents, your office can manually forwarded all calls to Appletree. Callers are either directly connected to an Appletree agent or routed according to the caller’s selection for leasing, maintenance, or the management office.

Call Recordings

Appletree records the phone call audio and agent screen for every call. Calls are stored for a minimum of three years as encrypted .wav files and can be emailed or played over the phone.

Reporting

Standard message summary reports are delivered via email or fax and can be accessed via the Web. Email and fax reports are delivered on demand or at a scheduled day and time. Appletree uses Crystal Reports to provide customized reporting that includes call information and answer statistics which are delivered in several formats such as MS Excel and Access.

Ongoing Support

Your customer service team is available via toll free number and email for: