September 30, 2025

Managing diverse facilities with AI-powered request routing

Sectors served

Core service lines

6mo

Time to Results

Sectors served

Core service lines

6mo

Time to Results

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Thumn is an integrated facilities firm that keeps properties safe, compliant, and welcoming. Requests poured in through phones, kiosks, and WhatsApp. Crews hustled, but residents waited and auditors chased paperwork. Hoop gave every property a single command center where intake, work orders, vendors, and finance stay in lockstep.

5-minute replies: Residents now receive acknowledgment and next steps before they finish the form.
Compliance on autopilot: Photos, permits, and checklists attach to work orders automatically.
Tenant delight: Satisfaction scores climbed 30% because updates arrive without prodding.
Live reporting: Leadership opens Hoop dashboards instead of stitching weekly PDFs.

Facilities concierge greeting a resident while reviewing the morning command board

Operations coordinator logging a maintenance update from the on-site kiosk

“ Hoop put every asset, vendor, and voice on the same page, keeping compliance tight while residents get faster answers. ”

Operations Lead, Thumn Facilities

Every request finds the right crew

Forms and chat widgets powered by Service Agent capture photos, unit numbers, and access instructions. Residents receive an instant confirmation and a promised follow-up window.

When a site visit is needed, Meeting Scheduler books the slot and syncs it to the right crew calendar. Dispatchers love it because they no longer shuffle spreadsheets or ping technicians manually.

Moment	How Hoop orchestrates it
Request submitted	Resident view: Submit issue, snapshots, and preferred timing. Team view: Service Agent stores every detail and tags urgency automatically.
Scheduling	Resident view: Choose a time or accept the fastest slot. Team view: Meeting Scheduler alerts cleaners, HVAC techs, or contractors instantly.
Work order execution	Resident view: Track progress and receive status updates. Team view: Project Management and Workflows assign tasks, parts, and SLAs.
Proof and compliance	Resident view: Receive completion photos and summary notes. Team view: Document Tracking files permits, meters, and approvals for auditors.
Feedback and follow-up	Resident view: Rate the job and leave comments. Team view: Reputation Management & Reviews triggers thank-you notes or escalation workflows.

Property leaders review this journey during weekly huddles, tuning response scripts and scheduling rules based on what residents appreciated most.

Seeing the facilities loop

A shared diagram reminds every property how intake, work orders, and finance stay aligned in Hoop.

Light and dark mode diagram showing Thumn

The diagram now appears in onboarding sessions. It shows how service, leasing, finance, and compliance share the same heartbeat without slowing down the resident experience.

Back office clarity, zero drama

Work orders, vendors, and budgets live inside Project Management. Workflows track SLA timers, collect digital signatures, and notify finance when labor or parts exceed thresholds. Legal teams love that permits, manuals, and inspection reports stay attached to each job record.

Accounting managers pull property-level P&Ls directly from Data Studio. Leasing specialists rely on Customer Agent, Meeting Scheduler, and Integrated e-Signature to move prospects from interest to contract without leaving the Hoop ecosystem.

Thumn command center routing real-time work orders across the property network

Field supervisors reviewing building systems with Hoop checklists on tablets

Knowledge travels with every crew

SOPs, safety protocols, and training clips sit inside Knowledge Base. Crews scan a QR code at job sites to see the latest instructions before they grab their tools. That habit is the secret to Thumn's consistent service quality.

Residents notice the difference. Reputation Management & Reviews publishes thank-you replies, and the team turns positive comments into social proof for owners and investors.