Townsmen Properties is a highly regarded residential and commercial management company specializing in condominium associations and multi-tenant office buildings based in New Jersey. Boasting a 4.9 star Google Reviews rating, the company has a long-standing reputation for being the best of the best.

Bringing an AI receptionist into their operations had a high bar. Together with Super, Townsmen Properties crafted Patrice, the AI receptionist that is outperforming previous live answering services.

In building out Patrice, CEO Keith Zyla and the Super onboarding team were able to improve Patrice's resolution rate from 27.0% in the month 1, to 32.1% in month 2, and 39.8% in month 3. Says Zyla: "I am really good at process and knowing what customers want and need. I was realistic, knowing that I would need to dedicate some of my time to make this go from great to spectacular." 

Patrice is answering calls for Townsmen Properties day and night, but in HOA management, a major win was ensuring that critical emergencies and resident issues are addressed correctly and quickly. Key to the setup of Patrice is a clear maintenance troubleshooting flow to identify responsibility and urgency to know when to escalate an emergency, or when to help residents with a work order.

The experience of collaborating has been key to the success. Says Zyla: "It has truly been a great experience. The level of customer service Super provides is outstanding and greatly appreciated."

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