Managing diverse facilities with AI-powered request routing

The Background

Who they are

A multi-vertical IFM provider overseeing maintenance, compliance, and tenant satisfaction across diverse assets.

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What they wanted

Bring request intake, scheduling, vendor coordination, compliance records, and reputation management into one system with AI that assists residents and staff continuously.

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The Challenge

What wasn’t working

Requests were scattered across phones, email, and kiosks. Compliance evidence and financials lived in separate files. Visibility across properties was limited.

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Why it mattered

Slow handoffs and fragmented reporting reduced satisfaction, complicated audits, and delayed billing.

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The Solution — Hoop, end to end

Unified intake

Use Forms and chat widgets powered by a Service Agent to capture issues, photos, and location details. Meeting Scheduler books on-site visits when needed.

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Work orders & vendors

Project Management and Workflows assign tasks to in-house teams or vendors, track SLAs, and record parts and labor. File Intelligence stores manuals, drawings, and permits.

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Administration & accounting

Issue financial statements by property or unit; track operating costs, expenses, and revenues; prepare annual plans; and compile administrative reports inside Data Studio.

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Property sales & leasing

Plan campaigns, qualify leads with a Customer Agent, and coordinate showings with Meeting Scheduler. Contracts finalize with Integrated e-Signature.

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Property management

Coordinate owners and tenants with unified administrative, operational, financial, marketing, and legal workflows. Use Knowledge Base for SOPs and Reputation Management & Reviews to respond quickly.

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"Hoop gave us one operating picture across assets and sectors. Requests, vendors, and reporting now move in sync."

Operations Lead, Thumn

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How the journey flows

• Step 1: Resident or tenant submits a request via chat or form.
• Step 2: AI triages, captures context, and books a visit if needed.
• Step 3: Work order routes to the right team or vendor with SLA.
• Step 4: Completion updates and photos synchronize to the record.
• Step 5: Invoice and payment link issued; feedback requested.
• Step 6: Analytics inform staffing, budgets, and preventive plans.

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What’s Next

Deeper preventive maintenance, asset registers, and contractor scorecards aligned to sector-specific KPIs.