Fenway Realty
Boston, MA · Residential Real Estate & Property Management
Replaced their call center with an always-on AI receptionist that would have cost $40K to staff, at a fraction of the price.
fenway-realty.com$40K
Receptionist role replaced
24/7
Always-on coverage
0
Overnight staff needed
The Challenge
Fenway Realty needed someone available around the clock to answer calls, handle maintenance requests, and field leasing inquiries. A dedicated receptionist would have cost $40K per year, and their existing call center was expensive, inconsistent, and hard to manage. Tenant satisfaction depended on being reachable at all hours, but the overhead was unsustainable.
The Solution
Wayline replaced the call center entirely with an always-on AI receptionist configured to Fenway's protocols. The AI handled after-hours maintenance requests, routed emergency calls to on-call staff, answered leasing inquiries, and delivered the same consistent, professional experience at 2 AM as at 2 PM. No script deviation, no tired agents, no call drops.
The Results
Fenway Realty got the equivalent of a $40K always-on receptionist at a fraction of the cost, replacing their call center completely. Emergency escalations are handled faster because the AI triages accurately before routing. Tenant satisfaction scores have remained flat or improved, and leasing inquiries are now responded to faster than before.
About the Company
Fenway Realty
Boston, MA
Residential Real Estate & Property Management
Key Result
$40K
receptionist role replaced
“We were nervous about cutting the call center. We pride ourselves on being reachable. But Wayline handles every call better than our old team did, and it would have cost us $40K to hire someone full-time. We haven't looked back.”
Principal Broker
Fenway Realty
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