Priestly Management's AI rollout drive 50% reduction in homeowner contact volume
When Priestley Management launched it's homeowner AI tool powered by Cephai, CINC Systems' generative AI technology, the results were nothing short of game-changing.
How It Started
The year is 1990. As David Priestley was founding Priestley Management Company (PMC), the Internet is about to go mainstream, disrupting “business as usual” at warp speed. The Priestleys’ challenge: Adapting to shifting technologies, processes, and customer expectations. With a future-forward, growth mindset embedded in PMC’s culture, the company would quickly establish itself as an industry leader and invaluable partner to more than 250 associations.
“Gilbot AI is now transitioning from a pilot program to a full-blown feature. Coastal Division President Kyle Priestley shared PMC’s strategies for a successful rollout.”
— Kyle Priestley, Costal Division President, Priestly Management
How It’s Going
By the 2020s, Priestley faced a challenge plaguing management companies everywhere. Unending calls and emails from homeowners—80% of which were common questions—left managers feeling overwhelmed, tied to their desks, and without the bandwidth to visit and engage with their communities. After turning to software partner CINC Systems for AI solutions, it launched “Gilbot” in 2024.
Introducing 'Gilbot'
PMC soft-launched Gilbot AI in 100 associations in January 2024, providing 24/7 direct homeowner support. Immediately following its soft launch, Cephai answered as many as 45 questions a week for one association. Across all 100 associations, that equates to 4,500 questions a week, or 234,000 questions a year.
Keys to Success
Homeowner App Adoption
PMC heavily promoted its white-labeled CINC homeowner app, PMC Mobile, growing the number of users from 600 to 6,500.
“When you visit our website, there’s a header that says download the mobile app. It’s on all of our email signatures. Any time we mail a letter, there’s usually a cover letter with a QR code to download the mobile app.”
Asking for Feedback
To ensure Gilbot provided maximum value to customers, PMC kept the lines of communication open.
“One cool thing is that the board members also absolutely loved it. One board member was putting it through the wringer, and they’ve gotten really good feedback, saying, ‘This is awesome for our homeowners.’”
Looking Forward
PMC knows that homeowner tools are just the beginning of its AI journey and looks forward to seeing even more business impact by leveraging CINC’s growing generative AI platform. Soon, Cephai will launch in the CINC Manager app, providing even more efficiency gains.
“I would love to see our managers being able to use it as a tool more. I think that’s going to be a game changer for our people, where they don’t have to pull out an old governing document from the 1980s.”