Case Study: How a Leading Real Estate Development Firm Streamlined Tenant & Leasing Communications with ContactSwing Voice AI
Overview
A nationally recognized real estate development firm with a rapidly expanding portfolio of retail centers, convenience stores, and Class A+ multifamily communities sought to improve the speed, quality, and consistency of its tenant communications.
With new developments coming online and thousands of tenants across multiple markets, the company faced a rising volume of calls tied to leasing questions, coordination needs, and property tours. Internal teams were spending significant time managing repetitive communication tasks, slowing their ability to focus on operations, development, and tenant satisfaction.
To enhance efficiency and elevate communication standards, the firm implemented ContactSwing’s Voice AI Agents across core tenant-facing workflows.
The Challenge
- The organization identified several communication pain points as its portfolio continued to grow:
- High volume of inbound tenant calls across retail and residential assets
- Increasing leasing inquiries for new multifamily communities
- Frequent retail tenant communication needs, including coordination and property-related questions
- Time-intensive appointment scheduling for residential and commercial property tours
- A need for around-the-clock responsiveness without expanding staff
The leadership team sought a scalable, automated solution capable of handling repetitive tasks without compromising professionalism or accuracy.
The Solution: ContactSwing Voice AI for Tenant & Leasing Workflows
The firm deployed ContactSwing’s conversational Voice AI Agents to automate and enhance communication across five major categories:
1. Inbound Tenant Inquiries
- AI agents handled first-touch calls from tenants
- Responded to common questions and collected details for follow-up
- Routed issues to the correct internal team automatically
2. Outbound Tenant Follow-Up
- Automated follow-up calls for updates, confirmations, and coordination
- Reduced manual workload for property and operations teams
- Ensured consistent communication across sites
3. Multifamily Leasing Inquiries
- Handled calls from prospective residents interested in availability, pricing, and amenities
- Captured lead information and escalated qualified prospects to leasing staff
- Provided 24/7 information for communities in active development
4. Retail Tenant Communication
- Supported tenants across retail centers with questions regarding operations, leasing, renewals, and coordination
- Reduced response delays during peak hours
- Ensured accurate routing of operational requests
5. Property Tour Scheduling
- Automated scheduling for both residential and commercial tours
- Connected directly to internal calendars
- Eliminated back-and-forth communication and improved appointment accuracy
Implementation
The deployment was fast and seamless:
- Customized conversational scripts matched the firm’s brand and tone
- Voice AI agents were trained on real estate terminology and tenant workflows
- Automated routing and scheduling were integrated into existing internal systems
- All setup and optimization were handled by ContactSwing, requiring minimal internal effort
High-Level Results (No Numbers)
The results were immediate and meaningful:
Tenant Experience
- Faster, more consistent responses across all communication channels
- Higher satisfaction from both residential and retail tenants
- No missed calls, even during off-hours or peak seasons
Operational Efficiency
- Substantial reduction in repetitive call handling
- Teams able to focus more on operations, development, and tenant support
- Smooth coordination between departments due to clean routing
Leasing Impact
- Prospects received quicker answers to leasing questions
- Greater accuracy in tour scheduling
- Improved engagement for upcoming multifamily developments
Business Impact
- Stronger reputation for responsiveness and reliability
- Scalable communication infrastructure supporting growth across multiple asset types
- Greater internal bandwidth to focus on strategic initiatives and large-scale projects
Conclusion
By implementing ContactSwing’s Voice AI Agents across tenant, leasing, and communication workflows, this leading real estate development company transformed the way it manages day-to-day interactions. The firm gained a more efficient, consistent, and scalable communication engine — enhancing tenant satisfaction while reducing internal workload.
ContactSwing continues to support the company as it expands its portfolio, helping ensure that communication remains seamless, professional, and aligned with operational excellence.