Case study·Build-to-rent

Viewing no-show recovery

From a third of viewings ghosted — to a managed recovery queue

31%
Of no-shows rebooked within 48 hoursFrom an unmeasured baseline near zero
“No-shows became a managed queue instead of a shrug.”
Site Manager · BTR multifamily operator
UK BTR / multifamily operator·One stabilised asset, 312 units·3-week pilot·United Kingdom
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01Pilot envelope
Pilot length3 weeks
First signal48 hours
First ROI21 days
Team alongside3 seats · 1 colleague

3-week narrow pilot. The co-ordinator linked viewings, lead source and follow-up comms across HubSpot, the shared Outlook calendar and the SMS gateway, then designed three approved recovery templates and an escalation rule into RealPage unit notes.

02What it owns
Reports toSite Manager, dotted line to the marketing coordinator on lead source feedback.
Owns
  • No-show detection — flags missed viewings within 30 minutes of the booked slot from the Outlook calendar and HubSpot lifecycle
  • Same-day rebook outreach — drafts SMS and email from three approved templates, queued for agent send
  • Unit context — keeps RealPage unit notes and HubSpot lead records in sync after each viewing
  • Pattern flags — surfaces units, sources and timeslots driving repeat no-shows for the weekly huddle
  • Escalation list — drafts the site manager's daily review of stalled rebooks older than 48 hours
  • Source feedback — passes weekly no-show breakdown by lead source back to the marketing coordinator
Does not do
  • Send outbound SMS or email autonomously — every message routes through an agent or the site manager
  • Make pricing or incentive offers — escalates to the site manager
  • Decide when to disqualify a lead — surfaces the case, the human closes it
Done looks like

No-shows are a managed queue with named owners and an SLA, not a shrug at the end of the day. Repeat-offender units are visible before the next week is booked.

03The team
AI teammates1
NoraWatches the viewing calendar against attendance signals, drafts approved rebook outreach within the hour and keeps unit notes and the leasing CRM aligned.
Human team3
  • Site managerOn-site leasing
  • 5 Leasing agentsOn-site leasing
  • Marketing coordinatorDemand
04Connected stack
HubSpotOutlookSMS gatewayMicrosoft TeamsRealPage
05What it returned
31%Of no-shows rebooked within 48 hoursFrom an unmeasured baseline near zero
14Applications recovered from no-show leadsAcross the 3-week pilot window
70%Manual reminder work downAgents stopped hand-drafting reminder SMS and email
  • Day 0
    Co-ordinator sessionSite manager, lead leasing agent and marketing coordinator agree the no-show definition, three template families and the escalation rule.
  • Day 2
    First signalNora reads the Outlook calendar against HubSpot lifecycle and surfaces the first 11 same-day no-shows for review.
  • Day 5
    Approved templates liveThree rebook templates (warm, cold, repeat) approved by the site manager and wired to the SMS gateway and Outlook drafts.
  • Day 10
    Unit notes syncedRealPage unit notes and HubSpot lead notes converge on a shared post-viewing summary; agents stop double-keying.
  • Day 16
    Escalation queue activeStalled rebooks older than 48 hours flow into the site manager's daily Teams brief; first repeat-no-show unit pattern flagged.
  • Day 21
    ROI reviewSponsor signs off on the three baseline metrics and approves expansion to a second asset in the same region.
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