Case study·Build-to-rent

Enquiry-to-viewing rescue

From a no-contact backlog — to a triaged enquiry queue with named owners

54%
No-contact backlog reductionEnquiries past 48h without a logged contact, vs baseline
“We stopped guessing which enquiries deserved attention first.”
Leasing Manager · BTR multifamily operator
UK BTR / multifamily operator·1,200 units across 3 pilot assets·5-week pilot·United Kingdom
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01Pilot envelope
Pilot length5 weeks
First signal4 days
First ROI28 days
Team alongside4 seats · 2 colleagues

5-week deployment starting from 90 days of historical enquiries. The Co-ordinator defined SLA thresholds and no-contact reasons with the Leasing Manager, ran read-only against the historical sample, then graduated to an approval-gated daily queue. The colleague drafted but humans sent every message.

02What it owns
Reports toLeasing Manager, with the site lead consulted on viewing-slot conflicts.
Owns
  • Daily ranked enquiry queue — every live enquiry with intent score, SLA clock and named owner by 9am
  • No-contact backlog — every enquiry past 48h with a documented no-contact reason and a next action
  • Availability cross-check — HubSpot deal stage reconciled against RealPage holds before any viewing offer
  • Viewing-slot drafts — proposals sent for agent approval; site lead's diary respected
  • First-touch SLA reporting — weekly view of breaches and root causes for the Leasing Manager
Does not do
  • Sending messages to enquirers — drafts only, an agent reviews and sends every outbound
  • Pricing or incentive decisions — escalated to the Leasing Manager
  • Closing or disqualifying enquiries — surfaces evidence; an agent records the outcome
Done looks like

Agents start the day with a single ranked queue instead of three inboxes. The no-contact backlog is visible, owned, and shrinking week-on-week, and viewing conversion on pilot assets is trending up.

03The team
AI teammates2
MiraReads HubSpot, Aircall and the Outlook portal forwards, ranks every live enquiry by intent and SLA risk, and surfaces the no-contact backlog with named owners.
TheoCross-checks RealPage availability against the site lead's diary, drafts viewing-slot proposals, and queues confirmation messages for an agent to send.
Human team4
  • Leasing ManagerLeasing
  • 6 Leasing agentsLeasing
  • Site leadOperations
  • Marketing analystMarketing
04Connected stack
HubSpotAircallOutlookWebexMicrosoft TeamsRealPage
05What it returned
54%No-contact backlog reductionEnquiries past 48h without a logged contact, vs baseline
+11 ptsEnquiry-to-viewing conversionOn pilot assets, against the prior 90-day baseline
6 hrs/wkAdmin removed per leasing agentReallocated to live calls and on-site viewings
  • Day 0
    Co-ordinator sessionLeasing Manager, site lead and marketing analyst align on SLA thresholds, no-contact reasons and the first three answerable questions.
  • Day 4
    First signalMira completes a read-only pass over 90 days of HubSpot and Aircall history; the no-contact backlog is sized for the first time.
  • Day 10
    Read-only queue liveDaily ranked enquiry queue lands in Teams; agents correct intent-score weights and two SLA threshold definitions.
  • Day 18
    Approval-gated draftsTheo proposes viewing slots against RealPage holds; agents review and send every confirmation message.
  • Day 24
    No-contact triage ownedBacklog assigned by named owner with a documented next action; weekly breach review starts with the Leasing Manager.
  • Day 28
    ROI reviewSponsor signs off the three baseline metrics and approves expansion to the fourth pilot asset.
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