The problem
Maintenance is a time sink for any living/coliving operator: messages at odd hours, incidents described badly, duplicates with no context, emergencies mixed with simple questions, and a team burned out on triage.
Madlyn runs 400+ units. The volume was high and the structure was low — a combination that hits costs directly and drags down tenant satisfaction.
What we built
A WhatsApp assistant that lets tenants report incidents through a guided flow, with automatic pre-filtering and categorisation:
- Self-serviceable issues (FAQ, step-by-step fixes, instructions) are resolved instantly
- Real incidents are escalated to humans, prioritised by urgency, estimated cost, and impact
- Every report comes with full context attached (incident type, location, photos, history) so the team acts without back-and-forth
The team spends less time on triage and more on real work (coordination, vendors, preventive improvements). The tenant gets a faster, always-available service.
Results (typical for this kind of deployment)
- Fewer unnecessary tickets in the queue
- First-response times cut dramatically
- Meaningfully more team hours on value work vs. manual triage
- Tenants experience a service that is fast and reachable any hour