Introduction

Provest Realty is a long-standing real estate and property management company serving a growing portfolio of tenants, property owners, and vendors. As the business expanded, the team began facing a surge of inbound calls, especially from renters needing quick answers, prospects requesting information, and vendors coordinating maintenance.

Although Provest had built a reputation for responsiveness, the constant volume of daily calls became overwhelming. Staff were frequently interrupted, tasks took longer to complete, and tenants grew frustrated when calls went to voicemail. At its peak, Provest was receiving nearly 400 inbound calls per week, many of which involved simple, repetitive questions that did not require a human agent.

Recognizing the need for a scalable communication solution, owner Todd Dusenberry partnered with Frontdesk AI to introduce an intelligent, automated call-handling system. The goal was to improve the customer experience, reduce staff interruptions, and ensure every caller received immediate support.

The Challenge

Provest faced the same communication bottlenecks experienced by many growing property management companies:

• Constant phone interruptions that disrupted staff workflow throughout the day.
  
  
• Repetitive questions about payment options, office hours, policies, and procedures that consumed valuable staff time.
  
  
• Heavy voicemail overflow after hours and on weekends, requiring significant follow-up every Monday morning.
  
  
• Calls reaching the wrong department or being missed entirely.
  
  
• Faced difficulty in maintaining fast response times while managing leasing, maintenance coordination, inspections, and resident support.

"The phones were ringing off the hook all day, every day. It pulled our entire team away from the work that mattered most.”
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— Todd Dusenberry, Owner, Provest Realty

Provest needed a solution that could respond instantly, direct callers appropriately, and reduce the burden on human staff. Without sacrificing service quality.

The AI Solution

Frontdesk AI provided Provest with an AI receptionist capable of answering questions, gathering information, and routing calls with accuracy and speed. Rather than functioning like a traditional phone tree, the system engages callers in natural conversation and understands departments, names, and intent. This immediately reduced office noise, interruptions, and the constant demand on staff to answer and redirect calls.

Instant Call Routing

The AI quickly recognizes who the caller needs and transfers them directly; whether it’s maintenance, accounting, leasing, or a specific team member. Callers no longer sit through long menus or repeatedly press “0", a behavior Todd noted was happening 80–85% of the time before Frontdesk.

“Once callers realized they could just say a name or department, it became so much faster for them,” Todd explained. “They don’t have to remember extensions... they just say what they need.”
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— Todd Dusenberry, Owner, Provest Realty

Fewer Interruptions for Staff

Because the AI now handles simple and repetitive questions, staff experience far fewer workflow disruptions. This has created a dramatically calmer environment across both offices.

“The phones used to ring all day long,” Todd said. “Now we can go an hour without hearing a landline ring. It’s a completely different work atmosphere.”
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— Todd Dusenberry, Owner, Provest Realty

24/7 Self-Service Support

Tenants and prospects can now get help anytime, including evenings and weekends when the offices are closed. The AI can check whether a property is available, send application links, and answer basic questions instantly.

Todd described how meaningful this is for capturing after-hours opportunities:
“Even during business hours, the AI handles three to five calls a day completely on its own. And after hours, it’s even more valuable; people get what they need right away instead of waiting until Monday.”

Conclusion

Frontdesk AI has streamlined communication, reduced office interruptions, and helped ProVest deliver faster, more reliable support to tenants, owners, and prospects. With consistent training and real-time visibility through transcripts, Todd now has a receptionist that delivers dependable service around the clock and keeps getting smarter every week.