Investing in Better Service Through Technology

As an outsourced out-of-hours property management provider, our role is to make the right decisions when our clients and residents need us most. Whether it is a lift breakdown, a fire alarm activation, a security issue or an emergency contractor call-out, our teams need quick access to accurate information and clear instructions.

The new platform has been designed to help us do exactly that.

One of the biggest improvements is the way information is presented to our operators. Previously, important details could be spread across multiple systems, documents and previous cases. The new platform brings everything together and ranks information by relevance, helping our team find what they need quickly and confidently.

For clients, this means faster responses and greater confidence that instructions are being followed correctly.

The platform also helps us manage suppliers more effectively. Service level agreements can be monitored automatically, recurring issues can be identified earlier, and trends can be spotted across large numbers of cases. This gives us better visibility of supplier performance and helps ensure standards are maintained.

Another significant development is the introduction of AI-powered quality assurance.

Every case is reviewed against client instructions, operational procedures and internal guidance. The system can identify potential issues, flag cases for further review and highlight situations where additional attention may be required.

The important point is that AI is not making decisions on behalf of our team. Every action remains subject to human review. The technology provides an additional layer of oversight that helps us improve consistency, reduce the risk of errors and ensure we continue to meet the standards our clients expect.

The platform also helps us learn from the thousands of interactions we handle each month. By reviewing transcripts and case outcomes, we can identify common issues, improve training and refine processes. Small improvements made repeatedly across the business can have a significant impact on service quality over time.

Clients will also begin to see improvements in the way we report information.

Historically, performance and case reports could become lengthy and difficult to navigate. Our new reporting tools focus on presenting key information clearly and concisely while still allowing clients to access the detail when they need it.

Rather than searching through pages of data, clients will be able to quickly understand performance trends and drill into individual cases for further information. We believe this will provide greater transparency and make reporting more useful.

"The visibility and insight it gives us is unlike anything we have had before. The feedback from our teams has been overwhelmingly positive, with many describing it as night and day compared to our previous platform. It helps our teams work more efficiently, adds an important layer of automated quality assurance and gives us greater peace of mind in the consistency of the service we deliver.” - Vicki Rebello COO

Alongside the case management platform rollout, we continue to invest in Adi, our internal AI assistant.

Adi helps prioritise and categorise incoming cases and currently achieves the correct outcome around 98% of the time. When it gets something wrong, we review it, teach it and improve it. Like any member of the team, it continues to learn and develop.

We have also been investing heavily in voice technology. Until recently, voice AI often struggled to deliver the level of accuracy and consistency needed in a customer service environment. We now believe the technology has reached a point where it can add genuine value, and we are excited about the opportunities ahead. We look forward to sharing more on this in the coming months.

Many clients already use Eve, our free self-service platform, to access important documents and information. We have some exciting developments planned over the next few quarters that will make Eve even more powerful and easier to use.

For us at Adiuvo, technology is never the objective. Better service is - sounds like a sound bite but every investment we make is judged on one simple question: does it help us deliver a better experience for our clients and their residents?

Our new case management platform, Adi and Eve are all part of that commitment. By combining experienced people with the right technology, we are building a service that is faster, more consistent and more accountable, while maintaining the personal approach that our clients value.

Tom Shrive, Chief Product and AI Officer, Adiuvo