Cornerstone Properties Cuts Maintenance Response Time by 50%
How an 8-person property management team replaced two disconnected platforms with one system — and halved the time from tenant request to resolution.
The Challenge
Cornerstone Properties managed 200+ residential units across 12 buildings with just 8 employees. Maintenance requests came in via phone, email, and text — tracked in AppFolio — while rent collection and vendor payments lived in QuickBooks.
Requests fell through the cracks between systems. Tenants had no visibility into repair status, and the team wasted hours each week reconciling vendor invoices between platforms. Average maintenance response time had ballooned to 72 hours.
- Maintenance requests lost between phone, email, and text channels
- Tenants calling repeatedly for status updates on repairs
- Vendor invoice reconciliation taking 5+ hours weekly
- Average 72-hour maintenance response time hurting retention
The Solution
Cornerstone migrated all properties to Dewx in a two-week sprint, starting with their highest-volume buildings to immediately reduce the maintenance backlog.
Portal — Tenant Comms
Every maintenance request captured in one inbox with automated status updates sent to tenants.
CX Hub — Work Orders
Maintenance tickets auto-assigned to vendors with priority routing and SLA tracking.
OPS Hub — Rent & Payments
Automated rent collection, vendor payments, and real-time P&L per building.
Dew AI — Tenant Responses
AI-drafted responses to common tenant inquiries and maintenance status questions.
The Results
50%
Faster maintenance response
5 hrs
Saved weekly on reconciliation
92%
Tenant satisfaction score
2 → 1
Tools consolidated into Dewx
Timeline
Migrated tenant and property data, configured Portal for maintenance request intake and auto-routing.
Set up OPS Hub for rent collection and vendor payments; launched CX Hub work order tracking.
All 12 buildings live; measured 50% reduction in maintenance response time.
Tenant satisfaction score rose from 71% to 92% driven by transparent status updates.
“Tenants used to call us five times about the same leaky faucet. Now they submit a request and get automatic updates until it's resolved. Our response time dropped from 72 hours to under 36, and renewals are at an all-time high.”
Features That Made the Difference
Maintenance Inbox
All requests captured and routed from one unified channel.
Work Order SLAs
Priority-based routing with deadline tracking per ticket.
Rent Collection
Automated invoicing and payment tracking per unit.
AI Tenant Replies
Instant drafted responses to common inquiries.
Building Dashboard
Occupancy, maintenance, and P&L per property at a glance.
Vendor Management
Track vendor performance, invoices, and assignments.
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