About the Company
The customer is a global leader in real estate and facility services, managing large residential estates across Hong Kong for owners' corporations and developers.
The Challenge: Busy Offices, Unanswered Residents
Management offices handled a constant flow of resident calls — repairs, noise and cleanliness complaints, estate rules, fees and bookings. Much of it was repetitive, yet every call needed staff time.
After office hours, calls went to voicemail or a single guard. And because each estate recorded requests its own way, head office had little visibility into response times or recurring problems.
The Solution: A 24/7 Resident Hotline and WhatsApp Chatbot
- Voice agent: answers resident calls 24/7 in Cantonese, English and Mandarin.
- WhatsApp chatbot: replies from each estate's house rules, notices and fee schedules.
- Automatic work orders: tagged by estate, block, unit and urgency.
- Prioritises urgent cases: leaks and power failures go to on-call staff; sensitive matters go to a human.
- Follow-up and visibility: residents get updates and a satisfaction check; head office sees every estate on one dashboard.
Before
Resident call
Office queue
Paper log
Manual follow-up
Repeat calls
After
Call or WhatsApp
Routiq AI
Answer or work order
Auto dispatch
Resident update
The Results
- 85% of enquiries resolved instantly without staff involvement.
- 24/7 resident coverage across every estate.
- 40% fewer repeat calls thanks to automatic progress updates.
Management office staff now spend their time on residents who need a person, while Routiq AI handles the routine — consistently, at every estate, at any hour.
In their words
Residents now get an answer at any hour, and our managers can finally see what's happening across every estate in one place.
Regional Head of Residential Services
Global Property Management Leader
