How to Reduce Day-to-day Cost by Automating Tenant Queries

Cost reduction is a constant struggle in the property management industry. As property managers strive to enhance profitability and operational efficiency, reducing expenses becomes essential. Managing tenant queries manually can accumulate several operational costs, especially in larger property management firms. These include labour expenses for staff members handling queries, administrative costs related to documenting and tracking questions, and overall communication expenses. The cumulative effect of these costs can strain operational budgets and hinder the ability to allocate resources to more strategic initiatives. Therefore, exploring innovative approaches that improve tenant interactions and reduce operational costs is essential. 

This blog will delve into the transformative power of automation and Conversational AI in reducing day-to-day expenses associated with tenant queries while enhancing tenant experiences. 

Understanding Tenant Queries 

Tenant queries encompass a wide range of interactions with property management teams. Here are some common types of tenant queries:

  • Maintenance and repairs
  • Lease and rent
  • Utilities and amenities
  • Safety and security
  • Parking and storage
  • Neighbourly issues
  • Lease-related legal rights questions
  • Renovations and improvements

Landlords and property managers must maintain clear communication channels to address these queries promptly and effectively.

Challenges in Handling Tenant Queries Manually

Manually addressing tenant queries poses significant challenges. The sheer volume of queries and the need for a timely response can overwhelm property management teams. Manual processes often lack a centralized system for tracking and categorizing queries, leading to inefficiencies, miscommunication, and errors. Additionally, tenant queries might not be addressed promptly without proper automation, leading to dissatisfaction and potential escalations.

Mismanagement and Delays

The process of handling tenant queries can be slow and prone to errors. Delays in responding to tenant requests can lead to frustration and may even have legal implications. Manual processes can cause duplication of efforts and miscommunication among staff members. For example, suppose a tenant requested elevator access at 9 am, which one staff member granted. However, unaware of the arrangement, another staff member deactivated the elevator, causing an inconvenience. Communication within the team may result in service delays for other tenants.


Manual handling may result in inconsistent responses to similar queries, depending on the staff member handling the request. This inconsistency can annoy the tenants and undermine the professionalism of the property management firm.

Limited Availability

Traditional processes typically operate within business hours, limiting the accessibility to support for tenants. Tenants don’t have access to building information 24/7 because of the unavailability of staff members after work hours. For example, it isn’t easy to notify authorities if a tenant suddenly needs access to the community room or wants to schedule a parking spot for a particular time.

Difficulty in Scaling

As the number of properties or tenants increases, the volume of queries increases simultaneously. Manual handling can become challenging to manage at scale, requiring more staff and resources, thus increasing costs.

Lack of Insights and Analytics

Without automation, tracking and analyzing tenant queries can be cumbersome. Dated processes often cannot provide insights into everyday issues and other key metrics. This lack of insights hampers improvement and strategic decision-making. Neglecting preventive measures instead of proactively addressing issues adversely affects the tenant’s experience and results in higher costs for issue resolution.

The Role of AI & Automation in Streamlining Tenant Communication

Technology is revolutionizing the way property managers interact with tenants. Implementing Conversational AI and automated workflows is a step towards intuitive tenant interaction. By harnessing the power of AI-enabled chatbots, property management firms enhance the tenant experience, improve operational efficiencies, and maximize profitability—all with the least effort.

How it works: Automation systems use predefined workflows and templates to manage tenant queries. When a question is received, the system categorizes it, generates an appropriate response, and ensures that it immediately reaches the tenant. Using machine learning and natural language processing, Conversational AI can learn from past interactions to improve response accuracy and effectiveness over time. Moreover, it creates a centralized repository for query data and facilitates seamless communication between staff members in the future.

Use Cases

24/7 Support

Conversational AI and workflow automation can deliver instant responses to tenant queries around the clock, enhancing tenant satisfaction by providing quick resolutions and addressing urgent concerns faster. This prevents property management teams from appointing human resources to offer 24/7 support, reducing staff allocation costs.

Automated Maintenance Requests 

Leveraging chatbots to manage tenants’ maintenance requests simplifies the process, reducing the need for time-consuming tasks like sorting and prioritizing requests manually. This results in quicker response times and efficient allocation of resources. Moreover, it substantially lowers operational overhead. 

Managing Key Documents

Conversational AI tools simplify managing essential tenant documents—like insurance certificates, rental agreements, parking releases, and work orders—across various properties. This streamlines document creation, collection, and management, making it hassle-free. Centralizing and automating data minimizes the need for third-party involvement, leading to decreased operational expenses.

Rent and Payment Inquiries

AI-powered systems can handle rent-related inquiries, including payment reminders, due dates, and payment methods. Automation oversees routine tasks, lessening the need for human resources. This significantly reduces the budget spent on tenant services. These cost savings also notably impact the allocated personnel hours to repetitive tasks that technology can efficiently perform.

Tenant Onboarding

Onboarding new tenants is one of the most essential responsibilities for facility managers. Conversational AI can assist new tenants in onboarding and guiding them through lease agreements, utility setups, and move-in checklists, reducing the need for manual assistance and paperwork while cutting operational workload and cost. 

Vacancy Management

With Conversational AI, managing vacant properties becomes easy. It assists in listing available spaces, clarifying financial queries, answering inquiries about the vacated area, arranging property tours, enhance tenant searches, leading to higher revenue and lessening labour efforts.

Wrapping Up

The cost implications of manual handling in tenant query management are multifaceted, encompassing direct and indirect labour costs. Integrating Conversational AI and automation transforms how property management tasks are approached, enhancing operational agility, saving cost, and fostering a tenant-focused future. 

Take the First Step Towards a Sustainable Future in CRE