How Compass and Zweelie automated operations across 303 units
“Zweelie handles basic questions and shares availability. It also gives us insight into why prospects are calling and the potential deal value.”
Building communities, one property at a time across the Smoky Mountains.
Compass transforms the Smoky Mountain region through thoughtful development, managing 303 residential and commercial units across Sevier County from Pigeon Forge to Gatlinburg. As the region's leading development partner with in-house expertise in development, civil engineering, financing, and project management, growing their diverse portfolio brought operational complexity.
Inbound communication from tenants, commercial clients, and prospective renters was overwhelming staff, while manual processes for maintenance requests and limited insight into which interactions mattered most were creating bottlenecks.
“Many of our inbound calls are routine, but some have real leasing potential. Zweelie handles basic questions, shares availability, and sends application links right away. It also gives us insight into why prospects are calling and the potential deal value, helping our team focus on the right follow-ups without adding extra staff.”
Success Story
Compass & Zweelie
Contents
Challenges
Managing 303 units across multiple properties
Compass manages a diverse portfolio of 303 residential and commercial units across Sevier County, including properties in Pigeon Forge and Gatlinburg. As their portfolio grew, coordinating operations across multiple properties became increasingly complex, requiring consistent coverage and support.
Inbound calls and text messages overwhelming staff
Inbound calls from residents, commercial tenants, and leasing prospects required dedicated staffing. Calls came in throughout the day, creating constant interruptions and making it difficult for staff to focus on higher-value work. The volume of inquiries meant Compass was considering hiring solely to cover phones as they scaled.
Manual maintenance request handling
Maintenance requests from tenants required manual logging into AppFolio, creating back-and-forth between residents and staff. This manual process was time-consuming and prone to errors, while urgent issues needed to be surfaced appropriately.
No visibility into call value or revenue opportunities
Compass had no clear way to identify which calls represented real leasing potential or revenue opportunities. Teams were handling all calls the same way, without visibility into deal value or which prospects needed follow-up, making it difficult to prioritize efforts effectively.
Solutions
Zweelie deployed a comprehensive operational intelligence solution for Compass, handling inbound calls and text messages across their 303-unit portfolio. The system integrated directly with AppFolio and provided complete deployment, integration, and 24/7 support—no setup required from Compass.
Voice AI & text message Handling
Zweelie handles inbound calls and text messages automatically, answering routine questions and sharing unit availability across their portfolio. The system cross-sells properties that match the caller's interest and suggests other available units to ensure no missed opportunities, managing both voice calls and text conversations with consistent coverage across all properties.
AppFolio Integration
Maintenance requests are logged automatically into AppFolio from phone calls, eliminating manual transcription. The system looks up tenant profiles and balances, handles billing inquiries, and preserves structured data for units, issue types, and urgency—connecting phone conversations directly to existing workflows.
Call Intelligence & Revenue Insights
Zweelie identifies caller intent, labels calls by opportunity type, and estimates potential deal value from call context. The system flags which calls require follow-up and which represent higher-value opportunities, enabling teams to prioritize outreach based on real data rather than guesswork.
Fast Implementation & 24/7 Support
Zweelie went from deployment to production-scale impact in two weeks, with no setup required—Zweelie handled complete deployment and integration. Compass receives 24/7 support with continuous monitoring, ensuring the system handles calls and text messages around the clock while they focus on their core business.
Results
Call Time Reduction
Availability and application calls reduced from 10 minutes with a leasing representative to an average of 1.3 minutes with Zweelie. Callers are getting what they need and information faster than ever.
Faster Leasing Funnel
Prospects received availability details and application links immediately. Calls and texts progressed without delays or staff handoffs, creating a smoother experience for potential tenants.
Early Revenue Impact
Within the first two weeks of the pilot, Zweelie supported repeated prospect interactions that led to a signed lease valued at over $12,000 annually.
Staffing Impact
Reduced staffing pressure caused by repetitive phone and text message inquiries. Compass avoided adding headcount purely for call coverage during growth, allowing existing staff to focus on higher-value operational and tenant-facing work.
Visibility and Control
Zweelie provided clear data on call and text message volume, caller intent, follow-up priority, and revenue potential. This enabled teams to focus follow-up efforts on the highest-value residential and commercial opportunities.
24/7 Coverage with Minimal Transfers
Zweelie handles calls all day, even after business hours, providing coverage when staff are unavailable. The system intelligently routes calls to the right person when necessary, but transfers are minimal—Zweelie handles the vast majority of interactions independently.
Example daily transfer rates:
Key Metrics
First Two Weeks
“As we scaled, we found ourselves hiring just to cover the phones. Zweelie helped offload that work by handling routine calls and logging maintenance requests directly into our system. It reduced constant interruptions and allowed our team to focus on higher-value operational work.”
