Customer story
A 48-door coastal PM cut vendor-dispatch time from 2 days to 40 minutes
Pacific Coast Property Management replaced a shared inbox and three spreadsheets with TenantAssist — and a landlord actually noticed in the monthly statement.
Pacific Coast PM • 48 doors across 31 properties • Monterey Bay, California • Published March 18, 2026
“I used to lose an hour every morning just copying tickets from Gmail into a spreadsheet so my two techs knew what to do. That hour is gone now — the dispatch board is the spreadsheet.”
40 min
Median dispatch time
↓ from 2.1 days
1.4 days
Vendor invoice turnaround
↓ from 11 days
38%
First-touch resolution
28 hrs
Monthly admin hours saved
The challenge
- Three staff were sharing a Gmail inbox, which meant tickets were read by whoever got there first and then silently forgotten.
- Vendors submitted invoices as phone photos over text, requiring manual re-entry into QuickBooks.
- Owner statements at month-end took a full day to assemble because maintenance spend lived in a different system than rent.
What we did
- Mapped every property to an owner statement and moved rent + maintenance into one P&L view per owner.
- Replaced the shared inbox with the tenant portal — every request now has a ticket ID, a photo, and an AI-generated diagnostic note.
- Gave each of the four preferred vendors a TenantAssist magic-link login so they accept/decline jobs and upload invoices directly into the ticket.
- Wired the monthly QuickBooks CSV export into their bookkeeper’s workflow so rent income and vendor expenses reconcile automatically.
“Our owners read the statement on their phone now because it actually fits on a phone. That alone changed the relationship.”
The results
- Median time from tenant request to vendor arriving on site dropped from 2.1 days to 40 minutes, mostly because dispatch now fires from a single button instead of three copy-pastes.
- Vendor invoice turnaround went from 11 days to 1.4 days because vendors upload the invoice at the same moment they close the ticket.
- Owner statement prep collapsed from a day of work to a ~45-minute review — the data is already assembled.
- Two owners have since added units to the portfolio citing the clarity of monthly reporting.