01Pilot envelope
Pilot length5 weeks
First signal5 days
First ROI30 days
Team alongside4 seats · 2 colleagues
5-week relationship-memory pilot; linked emails, calls, visits and monthly data; Co-ordinator set strict team-scoped memory permissions.
Case study·Healthcare REIT
Operator relationship memory
From scattered threads and verbal recall — to a per-operator memory of every promise made
63
Commitments recoveredPromises made on calls, emails and visits that had not been logged or closed
“It remembered what each operator had promised.”
UK healthcare real-estate investor·Operator relationship layer across the live care-home portfolio·5-week pilot·United Kingdom
02What it owns
Reports toHealthcare Director on relationship health, with each Asset Manager as the operator-relationship owner.
Owns
- Per-operator memory — every email, Teams transcript, visit note and monthly submission linked to the right operator record with the source citation
- Commitment log — promises made by either side captured against a named owner, an SLA and the source quote, and chased to closure
- Pre-call brief — a one-page memory summary surfaced before each operator call covering what was agreed last time and what is still open
- Handover pack — when an asset manager changes, the inheriting manager opens a reviewed memory pack instead of a search of someone else's inbox
- Source citations — every memory entry carries the email, transcript timestamp or document reference recorded against the operator record
Does not do
- Operator-facing send — drafts the follow-up note for the asset manager to approve and send
- Commercial decisions — escalates rent, capex or re-tenanting judgements to the Healthcare Director and the asset manager
- Memory access outside the team — the Co-ordinator set strict team-scoped permissions and the colleague never crosses that boundary
Done looks like
An asset manager opens an operator and sees a reviewed memory of the relationship — emails, calls, visits and monthly numbers — with the open commitments at the top, instead of searching three inboxes and a SharePoint folder.
03The team
AI teammates2
MayaReads operator email threads, Teams call transcripts, visit notes and monthly Excel submissions, and links every interaction to the right operator record in the CRM with the source citation.
OwenExtracts the commitments made on each call, email and visit — by either side — and keeps a per-operator log with named owners, SLAs and source citations until each one is closed.
Human team4
- Healthcare directorLeadership
- 4 Asset managersAsset
- AnalystAsset
- AdminOperations
04Connected stack
Excel05What it returned
63Commitments recoveredPromises made on calls, emails and visits that had not been logged or closed
37%Follow-up slippage downShare of agreed actions still open at the next monthly review
4 hrsOnboarding time cut per new asset managerTime to read into a relationship before taking over operator-facing calls
- Day 0Co-ordinator sessionHealthcare Director, asset managers and admin agreed the operator-record join key, the commitment-log shape and strict team-scoped memory permissions in one call.
- Day 5First reviewed memoryOutlook, Teams transcripts, SharePoint and Salesforce joined; Maya produced the first per-operator memory pack on a sample relationship for the lead asset manager to mark up.
- Day 12Commitment log liveOwen began capturing commitments against named owners and SLAs; the prior month of open promises was reconciled into the log per operator.
- Day 20Pre-call brief in useAsset managers received a one-page memory summary before each operator call; the brief format was tightened against feedback from two real calls.
- Day 30ROI reviewHealthcare Director signed off on the three baseline metrics; pilot held to the relationship-memory workflow with no automated outbound to operators.
06Related templates
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