How DoorLoop AI Assistant helped Lerman Group resolve half of their maintenance tickets

The patchwork that ate up time

Daniel has seven years of property management experience across different companies, states, and software tools. Before DoorLoop, every task meant choosing from a stack of disconnected apps.

"We had to use different softwares for different things. One for accounting. One for maintenance. One for talking to each other as a team. It was a lot of trial and error, and that cost us time."

Reaching tenants was its own problem. There was no standard way to do it.

"How do we talk to them? Do we call them? Do we message them?"

For maintenance, tenants would submit requests with vague descriptions and no photos, and Daniel's team had to manually chase down the details before anyone could assign a job.

"There was a lot of back and forth. Maybe 50 or 60 percent of the time, it was something so basic. But it still took us a long time to answer because we had to figure out what the actual issue was first. That alone could take a long time before you could even assign it to a vendor."

One place for everything

Daniel joined the Lerman Group shortly after they moved to DoorLoop. His first impression was how little friction the transition had.

"It was a matter of maybe a day. The software is so intuitive and user-friendly, not just for us, but for the tenants too. Going from something complicated and convoluted to just 'click here and you're done' was a relief."

When questions came up, the answer was never far.

"In just a matter of seconds or a minute, I would get an answer, with screenshots or little videos. The AI would help me right away, and if it was something more specific, there was always an agent ready to walk me through it."

For maintenance, DoorLoop’s AI Assistant changed the intake process from the ground up. Instead of chasing tenants for details, the AI Assistant handles triage from the start: it gathers information, explains basic fixes for common issues, and resolves the simpler tickets before the Lerman Group team ever sees them.

"The AI acts as a filter right from the beginning of the interaction. Most of the time, it just takes care of it. And by the time it hits my DoorLoop task, I have a clear idea of what's going on. It cuts down a lot of the guessing."

Fewer tickets, informed tenants, and no more app-switching

With everything consolidated, the real cost of the old setup became clear.

"When I have everything in one place, you're not overspending on programs. You don't have to have 10,000 apps on your screen trying to figure out which one to use."

DoorLoop AI Assistant now handles the majority of what used to be manual back-and-forth. What does reach Daniel comes in organized, with context already attached. Tenants stay updated through the portal without anyone on the Lerman Group team needing to follow up.

"I haven't really gotten a complaint that this is complicated. They get notifications, they can see where we're at, they can follow up in the portal. If a technician is running 30 minutes late, we can notify them right away."

Out in the field, the mobile app keeps everything accessible without a trip back to the desk.

"If I'm out checking a property and I get a new task, I can just pull out my phone, answer it, check if it's urgent, or wait until I'm back in the office. It looks pretty similar to what I see on my computer screen."

For anyone sitting on the fence about switching, Daniel keeps it simple.

"Once you're in it, you realize how much smoother things can run. You don't feel like you have to fight the system just to get things done. And that's something I notice every day.”