Commercial Building Management
Office towers, business parks and corporate buildings — every tenant service request captured, dispatched and SLA-tracked.
The Challenge
SLA pressure from tenants
Corporate tenants expect office-grade response times. Missed intake windows quickly show up as lease-renewal friction.
Fragmented intake channels
Calls, emails, WhatsApp, tenant portal — requests arrive everywhere and get logged inconsistently, if at all.
Reporting burden
Building managers spend hours each month building landlord-facing service reports that should be automatic.
Our Solution
01 / 03
One hotline, structured tenant intake
Every tenant call is captured with floor, company and request type — no lost tickets, no missed context.
- Auto-identifies tenant from caller ID
- Confirms floor and unit in-call
- Standardised request categories
- urgent09:41
23/F Cheung & Co — AC not cooling
Zone East · English
- in progress09:22
18/F Novum Legal — access card issue
Lift lobby B
- new09:11
12/F Meridian — urgent cleaning
Pantry spill
- urgent08:57
05/F Sky Retail — lift #2 stuck
Engineering escalation
02 / 03
Dispatch to in-house or contractor
Routing rules decide whether the ticket goes to your engineering team, a preferred contractor, or the security desk — with SLA automatically applied.
- In-house vs contractor routing
- SLA policy per tenant tier
- At-risk cases auto-escalated
| # | Job | Location | Status |
|---|---|---|---|
| #2400 | VRV chiller diagnostic | 23/F East | urgent |
| #2401 | Access card re-provisioning | 18/F Lift B | in progress |
| #2402 | Emergency cleaning | 12/F Pantry | new |
| #2403 | Lift entrapment recovery | 05/F Lift 2 | urgent |
| #2404 | Toilet fixture repair | 9/F Male WC | resolved |
03 / 03
Automated landlord reporting
Monthly service reports, SLA attainment, ticket ageing and contractor performance — generated on schedule and ready for landlord review.
- SLA attainment by tenant
- Ticket ageing analysis
- Contractor performance scorecards
96%
SLA met
This month
4.2 min
Avg response
103
Tickets closed
- 23/F chiller — resolved within 45 minSLA ✓
- Lift #2 recovery — engineer on-site 12 minSLA ✓
- 12/F cleaning — deployed 4 minSLA ✓
Compliance & Standards
PMSA licensing
Meets Property Management Services Authority commercial-portfolio requirements.
PDPO
Tenant contact data handled under Personal Data (Privacy) Ordinance controls.
SLA-audit ready
Full call recordings, work-order timestamps and dispatch trail exportable per landlord audit.
The Result
0 sec
Hold time
96%
SLA compliance
24/7
Live tracking
Frequently Asked Questions
Turn your service hotline into your best SLA report.
See how Routiq AI captures every tenant request and gives your landlord the numbers they expect.
Other industries we serve
Residential Property Management
Estate management companies, apartment buildings and housing communities — where every resident call becomes a resolved case, without growing the front-desk roster.
Shopping Mall Operations
Mall operators handling tenant requests, public-area issues and emergency cases across high-traffic environments.
Mixed-use Developments
Developments that combine residential, office, retail and hotel zones — where each call needs to reach the correct operating team, not the wrong one.
Industrial Building Management
Industrial buildings, logistics centres and workshops — where downtime on utilities and access impacts every tenant's operations.
Hotel Building Operations
Hotel engineering, facilities and guest-services back-of-house — where a delayed response becomes a bad review by morning.
Serviced Apartments & Co-living
Serviced-residence and co-living operators — lean teams supporting international residents around the clock.