Not an ordinary Task Manager!
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Overview
At Zuma, we develop cutting-edge AI products tailored for the property management industry in the U.S. market.
Property management companies in the U.S. rely heavily on onsite agents to handle a variety of tasks, including tour bookings, attending tours, rent collection conversations, and responding to prospect inquiries.
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Key Impact
Time Savings(Early data): Agents now complete tasks in a fraction of the time, achieving a 85% increase in efficiency. What once took hours now takes minutes.
AI-Powered Automation: The AI detects the context of each question, auto-suggests answers, and modifies tasks seamlessly within the user-friendly interface, eliminating manual work for agents.
Focus on High-Value Tasks: With routine tasks automated, agents are freed to focus on strategic responsibilities, improving their overall productivity and job satisfaction.
Simplicity is magic!
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Business Goals
1
Simplify
task management
2
AI Enabled
automations
3
Introduce a new
communication tool
Preparation starts
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Discover + UX research
Interactions with onsite agents
Conducted one-on-one conversations with U.S. agents to uncover pain points in their daily tasks.
Shadowing agents in real-time
Observed agents navigating CRM systems to identify time spent on manual searches and repetitive tasks.
Behavioral analysis
Noticed agents frequently switching tools and struggling with repetitive tasks and high inquiry volumes.
Pain point mapping
Identified workflow inefficiencies, with agents facing delays from manual searches in knowledge bases.
Stakeholder feedback loops
Input from agents and stakeholders highlighted lost leads and delays, reinforcing the need for an AI solution.
Honestly we did a lot of different research but adding all of them will make the case study super long. May be we can
discuss over a call 😄
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Define
1
Existing CRM painpoints ( Ours + Competitive products)
Onsite agents handle a variety of manual tasks like booking and attending tours, rent collection conversations, and responding to prospect inquiries.
Current tools lack AI features, meaning agents must manually search through knowledge bases and community websites to find relevant information.
This manual process is repetitive and inefficient, creating unnecessary delays.
2
Impact on customer satisfaction and business growth
Slow response times and human errors lead to frustration for prospects.
Delays in responding to inquiries can result in lost leads, directly affecting leasing rates.
Inefficient workflows make it difficult for agents to manage high volumes, limiting business scalability and growth.
Solution
1
A simple
task manager
2
AI Enabled
automations
3
Gamification of
achievements
Sorry can’t share all the IAs, other infos as I am under NDA.
To share the gravity of the project, items I have shared in this
case study contains 78+ features and 150+ micro elements.
Still the product is super easy and clean to use!
Hi Fidelity Proto
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Usability testing
Activities
Conducted remote usability tests with U.S.-based agents using Figma/Retool and V0 APIs.
Focused on tasks like answering prospect questions, booking tours, and managing rent collections.
Agents appreciated AI-suggested answers, reducing routine task time by 55%.
Some agents felt overwhelmed by too many suggestions during peak work hours.
Key Iterations
Refined AI system to show fewer, more targeted suggestions by default.
Added tooltips to improve navigation and guide agents.
Continuous feedback loops helped fine-tune the UI and AI flow for a personalized, efficient experience.
Results
85%
Reduction in manual
work for agents
40%
Reduction in task
completion time
30%
Increase in
customer satisfaction