Case Studies / Real Estate
How a Victorian real estate group untangled tenant, buyer, and inspection email in one inbox
Published
5 min read
Some client identities are withheld due to confidentiality and engagement agreements. References are available where appropriate.
15 min → <1 min
Per property enquiry
3 teams
Sales, leasing, and maintenance sorted correctly
42%
Faster maintenance response time
Challenge
The group runs sales and property management out of one shared inbox, mixing tenant maintenance requests, buyer enquiries, and inspection bookings with no reliable way to tell them apart quickly. Each type of email needed a different system checked before it could be answered, and a single enquiry took close to 15 minutes to handle properly.
Solution
PreSorted reads every inbound email, identifies whether it's maintenance, sales, or inspection-related, and checks the relevant system - the property's repair history, the listing and agent notes, or the booking calendar - before drafting a reply and proposing the right action to the right team.
Outcome
Maintenance response time improved by 42%, and each team now works from a queue of only the requests that are actually theirs. The group hasn't split its inbox into separate addresses; PreSorted handles that separation invisibly.
This real estate group runs sales and property management across Melbourne's inner bayside suburbs, and like a lot of agencies its size, almost everything still arrives through one shared inbox: tenant maintenance requests, buyer enquiries on current listings, landlord questions, and inspection booking requests, all mixed together with no reliable order.
Each type of email needed a completely different response and often a different system checked first - a maintenance request needed the property's repair history, a buyer enquiry needed the listing and agent details, an inspection request needed the property calendar. Sorting that out by hand, every time, was where the team's mornings went.
Three jobs disguised as one inbox
A property manager checking the inbox for urgent maintenance issues had to read past buyer enquiries meant for the sales team and inspection requests that belonged on someone else's calendar. Nothing was labelled, nothing was pre-sorted, and the cost of misreading an email - replying to a tenant with sales information, or missing a genuinely urgent repair - was high enough that everything got read carefully and slowly.
A single property enquiry, once someone worked out what kind it actually was and checked the relevant system, took close to 15 minutes to handle properly. On a busy Monday morning, that meant real requests sat unanswered for hours.
Reading, then routing, then checking
PreSorted reads every inbound email and works out what it actually is - maintenance, sales enquiry, or inspection request - before deciding what to check next. A maintenance email gets checked against that property's repair history and lease terms in the property management system; a buyer enquiry gets checked against the listing and current agent notes in HubSpot; an inspection request gets checked against the property calendar.
From there PreSorted drafts the appropriate reply and proposes the right action - a maintenance job created in monday.com, a lead logged in HubSpot for the sales team, or an inspection slot proposed against the calendar - so the right person opens their queue to a finished draft, not a cold read.
- Identifies whether an email is maintenance, sales, or inspection-related
- Checks the relevant system - property file, listing, or calendar - before drafting
- Routes the drafted reply and proposed action to the right team
- Nothing sends or books without a person approving it first
Faster on the emails that mattered most
Maintenance response time improved the most - down 42% - because urgent repair requests no longer sat in a mixed queue waiting to be noticed among sales enquiries. Buyer leads got a faster first response too, which the sales team credited with a noticeable uptick in booked appraisals.
For a business running two very different arms - property management and sales - out of the same inbox, the biggest change wasn't any single metric. It was that each team finally started their day looking at work that was actually theirs.
The group hasn't split its inbox into separate addresses, and doesn't plan to - PreSorted does that sorting invisibly now, so tenants, buyers, and landlords can all keep emailing the same place while the right team gets the right work, checked against the right system, every time.
About Victorian Real Estate Group
Location
Melbourne, VIC
Team
31 employees across sales and property management
Systems connected
HubSpot, monday.com
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