All case studies
Real Estate+94% RESOLUTION RATE
An AI Receptionist that captures every call.
Barry Plant’s reception team was handling a high volume of calls for the Property Management department. Most calls required reception staff to answer, identify the correct property manager, and transfer the call — often repeatedly throughout the day.
94%
First-call resolution
37%
Reduction in call handling,
8s
Average routing time
The challenge
- Incoming call activity was difficult to track across the team.
- Reception staff were spending 50% of their day on repeat.
- Call recordings were not easily accessible for review or training.
Our solution
- MCS deployed an AI Receptionist to manage incoming property management and buyer enquiry calls using natural, conversational voice interactions.
- Configured intelligent routing so tenant and landlord enquiries are directed to the correct property manager without receptionist involvement.
- Activated automatic call recording and transcription, giving management full visibility of conversations and enquiry handling.
The results
- 37% reduction in calls handled by reception.
- Property managers now receive enquiries directly, eliminating hundreds of manual call transfers each month.
- 100% visibility of inbound call activity and recordings through a single reporting dashboard.
- Reception staff have been freed up to focus on vendor care and in-office customer service rather than repetitive call handling.
“Our AI solution has helped us create a smarter customer experience. With AI now assisting with incoming calls, our reception team’s workload has reduced by 37%, freeing them up to focus on customers who need a personal touch..”
GM
General Manager
Barry Plant Pakenham
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