Use Case:
Medical Practice

Medical practices face a continuously high volume of calls. Patients call to make appointments, order prescriptions, or ask general questions. This constant obligation to be available leads to an overload of phone lines and practice staff. Employees spend a lot of time answering calls, recording requests, and forwarding information. This time is then lacking for the direct care of patients and other important tasks in the practice. Long waiting times on the phone can also negatively impact patient satisfaction.

Property management companies face the challenge of complying with a steadily growing number of new laws and regulations, which significantly increases the administrative burden. Numerous new regulations in areas such as energy efficiency, heating, and data protection increase the administrative workload for property managers. Examples include the amendment of the Building Energy Act (Gebäudeenergiegesetz), the Act on Heat Planning and Decarbonization of Heating Networks, and changes in the allocation of cable TV connection costs. The increase in the CO2 levy and its distribution between landlords and tenants also represent additional complexity in billing and cost management. The obligation to appoint a certified condominium manager (WEG-Verwalter), which came into effect on December 1, 2023, further expands the regulatory landscape. The dynamic regulatory environment requires continuous training and adaptation of processes by property managers, which diverts valuable time and resources from core operational tasks. The steadily growing number of government regulations surrounding real estate represents an increasing burden for all players in the real estate industry.

Tenants, owners, and service providers expect their concerns to be handled quickly and competently. They value friendly and professional communication at all times. Limited accessibility due to a high volume of calls often leads to dissatisfaction on the customer side. Younger homeowners in particular express dissatisfaction with the lack of digitalization and poor communication from property management. Frequently mentioned criticisms include poor communication, poor accessibility, and lack of transparency. Increasing digitalization in other industries has raised expectations for customer service in property management as well, making fast and efficient communication a decisive competitive advantage. The inability to meet these high customer service demands, often due to high call volume and limited staff, can negatively impact the reputation and customer loyalty of property management companies.