How 24/7 PropTech Support Quietly Transformed a Co-Living Giant
In co-living, things rarely break loudly. What erodes the resident experience are the quiet failures: delayed responses, a broken rent portal, or an unanswered maintenance request. For one co-living company managing over 300 buildings, these small moments were adding up and residents were noticing.
The turning point came not from a new app or flashy feature, but from a fundamental change in how they handled technology: they implemented 24/7 PropTech support not as a patch, but as a core strategy.
Before the Shift: Tech That Frustrated, Not Facilitated
The app was central to the resident experience used for payments, booking amenities, maintenance, and communication. But when it slowed down or failed, trust eroded. Complaints grew. Staff scrambled to manage issues across hundreds of buildings with fragmented systems and no real visibility.
Support was reactive. By the time an issue reached someone, the damage was done.
The Change: Quiet, Proactive, and Human-Centered
“24/7 support” wasn’t just about having people on call. It was about building a predictive, always-on support system. Real-time monitoring flagged issues like delayed load times or failed payments before residents even noticed. A new incident management platform ensured every ticket was routed, documented, and resolved quickly, with photo/video uploads speeding up resolution.
One subtle, powerful shift? Keeping residents informed. Even when things couldn’t be fixed instantly, clear updates and in-app messaging reduced frustration and built trust.
The Result: Seamless Living, Not Just Stable Apps
Within months, complaints dropped by 35%. But more importantly, issues weren’t just resolved, they were anticipated. App uptime hit 99.9%, transforming the app from a source of friction to a seamless part of daily life.
Operationally, staff were no longer chasing tasks. A centralized, unified system gave teams across 300+ buildings consistency, visibility, and more time to focus on people not problems.
Why It Worked
This wasn’t just tech support—it was service design. Residents want more than functioning apps; they want to feel seen, heard, and valued. When systems become invisible because they just work, the resident experience becomes smoother, more human and that’s what builds loyalty.
For the business, the impact was structural: reduced churn, higher retention, lower costs, and a scalable foundation for growth. The company didn’t just fix what was broken. It rebuilt trust, quietly and consistently.
