Their business depends on timely responses, accurate scheduling, and consistent follow-ups with prospective tenants, buyers, and property owners. As demand increased, manual enquiry handling began to slow response times and stretch internal teams. Harborline engaged East Nova Tech to design a business-ready automation system that would improve front-office efficiency without disrupting existing operations.

Enquiries arrived through website forms, phone calls, and third-party listing platforms, requiring manual triage by staff. Teams spent a significant portion of their day answering repetitive questions, scheduling inspections, confirming availability, and updating records across disconnected systems.

East Nova Tech began with a workflow-first approach. AI-powered enquiry handling was implemented to respond instantly to common questions while capturing intent and key details from each interaction. This ensured that prospects received immediate, consistent responses, even outside business hours, without placing additional load on internal teams. Smart routing logic was applied to direct each enquiry to the appropriate team or queue based on intent, urgency, and context. This reduced manual triage, prevented enquiries from being missed, and ensured that follow-ups reached the right people at the right time.