Challenge
A mid-sized property management company in the DACH region processes several thousand incoming emails and phone inquiries from tenants and property owners every day.
Manual review, classification, and follow-up of these requests resulted in high time expenditure, increased error rates, and limited scalability.
A significant share of incoming cases consisted of recurring standard issues, yet still required manual handling steps.
At the same time, the organization aimed to support further growth without increasing headcount proportionally, while ensuring 24/7 availability for inbound inquiries.
Solution
Development and operation of a self-hosted, AI-powered automation solution based on n8n for fully automated processing of incoming emails, attachments, and tickets.
The system analyzes content including PDF, DOCX, and image attachments, identifies intents, prioritizes requests, and creates structured tickets in the property management system.
Multiple requests within a single email are automatically separated and processed individually.
In addition, expert assessments, rating mechanisms, and feedback channels for phone inquiries are integrated.
Guardrails and evaluation logic ensure a stable, controlled production setup and enable continuous optimization of model performance and operating costs.
Results
1
Reduction of manual processing time by several thousand hours per month
2
81 percent automation rate in productive operation
3
Measurable cost savings through reduced operational effort