How a Property Manager Stopped Losing Leads to Voicemail
A 500+ property management company eliminated missed calls and increased prospect conversion by deploying voice AI agents that answer every inquiry, qualify leads, and schedule viewings automatically—in English and Spanish.
About A Regional Property Management Company
This regional property manager oversees 500+ residential and commercial units across three cities. With 50 leasing agents handling everything from luxury apartments to retail spaces, they field hundreds of inquiries daily from prospective tenants, current residents, and property owners. Their core challenge: 60% of prospects prefer Spanish, but only 2 agents were fluent.
The Challenge
The company was losing qualified prospects every night and weekend. But the real problem ran deeper: their qualification process was inconsistent and consumed valuable closing time.
- 45% of inbound calls came outside business hours—evenings, weekends, holidays—with zero coverage
- Spanish-speaking prospects faced barriers: only 2 of 50 agents were fluent, creating bottlenecks
- During peak hours, agents juggled 5-6 calls simultaneously, resulting in 8+ minute hold times
- Without standardized qualification, agents wasted hours on showings with prospects who didn't meet basic credit or income requirements
- Prospect information lived in scattered notes, emails, and WhatsApp messages—impossible to track or measure
- The team had no visibility into basic metrics: how many calls were they missing? What was the actual conversion rate?
The Solution
The firm deployed two Arbol voice agents—one for property inquiries and one for maintenance requests—operating 24/7 in both languages.
A dedicated property inquiry agent answers every call instantly, automatically detecting whether the prospect prefers English or Spanish
The agent qualifies prospects by asking about move-in date, budget range, rental history, monthly income, and pet requirements—automatically extracting this information as contact properties
Qualified prospects receive automatic viewing appointments through Google Calendar integration, with human agents getting full context via transcription
A second agent handles maintenance requests, creating tickets with priority based on urgency and routing emergencies to the on-call team
Every conversation is transcribed with timestamps and confidence scores, creating a complete prospect history before any human interaction
The analytics dashboard shows real-time metrics: calls per hour, success rate, inquiry distribution by property
Implementation
1 full dayFlow Mapping
Documented the most frequent call types: availability inquiries, application requirements, maintenance requests, resident complaints
Property Agent Configuration
Created the agent with knowledge base of available properties, qualification criteria, and discovery questions in both languages
Maintenance Agent Setup
Separate agent with triage flows for maintenance requests and escalation protocols for emergencies
Calendar Integration
Connected Google Calendar for 20 agents with availability rules and buffers between viewings
Phone Number Provisioning
Assigned local phone numbers and configured forwarding from existing business lines
Testing & Refinement
50+ test calls in both languages, refining responses based on real conversations and team feedback
The Results
Within the first 60 days, the numbers spoke for themselves.
The transformation was immediate and measurable through Arbol's dashboard. Call success rate jumped from 55% to 94%—every call now generates a contact record with automatically extracted information. Prospect-to-viewing conversion improved 28% because only qualified leads advance to the next step. The most revealing data point: 38% of successful applications now come from calls that would have previously gone to voicemail. The leasing team reports higher satisfaction because they spend their time closing, not answering the same repetitive questions.
Before
- 45% of calls went to voicemail after hours
- Only 2 agents could handle Spanish calls
- 8+ minute hold times during peak hours
- Showings scheduled with unqualified prospects
- No visibility into call metrics
After
- 100% of calls answered in <5 seconds, 24/7
- Full bilingual coverage without staffing constraints
- Unlimited concurrent calls with zero wait time
- Only pre-qualified prospects reach the viewing stage
- Real-time dashboard with complete analytics
Key Takeaways
Multi-language support eliminates barriers that previously cost valuable leads
Automatic contact property extraction creates complete profiles without manual data entry
Specialized agents (property vs. maintenance) enable optimized flows for each use case
Real-time metric visibility enables continuous optimization
After-hours calls represent significant previously invisible revenue opportunity
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