When a tap is leaking in the building or the elevator starts acting up, residents do not wait. They call, write in every possible chat, and raise the alarm across every channel.
This is how every day used to start at the property management company where Elena Mitchell works. Calls, WhatsApp messages, Telegram messages, and sometimes direct requests through the website. It seemed like the team had everything under control, but as the number of buildings grew, the situation got out of hand.
This is how every day used to start at the property management company where Elena Mitchell works. Calls, WhatsApp messages, Telegram messages, and sometimes direct requests through the website. It seemed like the team had everything under control, but as the number of buildings grew, the situation got out of hand.
In this case study, we cover:
Company: Property management company / Housing and utilities / HOA
Number of employees: 15 people
Registration in Upservice: March 2025
Every morning began with dozens of messages and calls. Someone reported a leak in the basement, someone sent a photo of a missing light bulb, and someone simply wrote: “There’s that noise from the ventilation again.”
Requests were recorded in different ways: John wrote them in a notebook, Emily kept an Excel spreadsheet, and Michael just tried to keep everything in his head.
Number of employees: 15 people
Registration in Upservice: March 2025
Every morning began with dozens of messages and calls. Someone reported a leak in the basement, someone sent a photo of a missing light bulb, and someone simply wrote: “There’s that noise from the ventilation again.”
Requests were recorded in different ways: John wrote them in a notebook, Emily kept an Excel spreadsheet, and Michael just tried to keep everything in his head.
The main problem was chaos. We couldn’t keep track of what had already been done and what was still stuck. Sometimes residents called again, angry that no one had replied, and we couldn’t even quickly understand who had taken the request.
Why did they decide to look for a solution?
When there were too many requests, it became clear: they could not manage without a system. The company began looking at different options.
But they wanted more than just request tracking. They needed real control: the ability to see all requests, assign responsible employees, get reports, and avoid making the team constantly switch between messengers. That is how Sarah and her team found Upservice.
But they wanted more than just request tracking. They needed real control: the ability to see all requests, assign responsible employees, get reports, and avoid making the team constantly switch between messengers. That is how Sarah and her team found Upservice.
Experience using Upservice in a property management company
We had to find time for a demo, and that was the only downside. But during the demonstration, it became clear that everything was intuitive. We immediately liked that WhatsApp and Telegram could be connected, because that is where almost all residents write.
After connecting the channels, requests to the property management company started coming directly into the system. That was it — no more opening dozens of chats.
Each message becomes a request with a number, responsible employee, and status. The manager sees who is doing what, while residents receive faster replies.
Each message becomes a request with a number, responsible employee, and status. The manager sees who is doing what, while residents receive faster replies.
What changed after implementation
- All requests are now in one place, and nothing gets lost.
- Employees can see which requests are in progress and what stage they are at.
- Management receives reports without manual calculations.
- Residents notice the difference — at the very least, they started receiving replies much faster.
Sarah says that working through the mobile app is especially convenient:
I can check requests even outside the office, assign a task to a technician, or close completed work. It really speeds up the process.
Company results after 3 weeks
A few weeks after implementation, the company completely stopped using Excel and chats to record requests. The number of repeat requests decreased, while response speed increased. Employees no longer argue about who did what, because everything is recorded automatically.
Want the same result?
If your processes are similar — many buildings, many requests, calls, and messages in messengers — try Upservice.
Connect Telegram and WhatsApp so that all requests automatically enter the system. Bring order to your processes, just like Sarah’s company did, and feel the difference.
Connect Telegram and WhatsApp so that all requests automatically enter the system. Bring order to your processes, just like Sarah’s company did, and feel the difference.
