As maintenance request volume grew across hundreds of buildings, small inefficiencies turned into major blockers:

❌ Maintenance requests lacked consistent structure or urgency tags

❌ Scheduling was manual and error-prone — technicians were overbooked or double-assigned

❌ Techs often arrived without the right parts or instructions

❌ Tenants had no idea when help was coming — leading to high call volume

❌ Dispatchers were stretched thin handling updates and coordination

The process became increasingly reactive and unsustainable, draining team capacity and eroding tenant satisfaction.

Redtag replaced the patchwork of tools with a fully integrated solution inside Salesforce — combining Field Service Lightning with Agentforce’s AI assistant for a smoother, faster service experience.

Conversational issue reporting – Tenants now report problems by chatting with Agentforce — “My kitchen sink is leaking” — and the bot gathers key info (location, urgency, description) and logs it cleanly into Salesforce.

Smart scheduling, no back-and-forth – Agentforce checks technician availability, skills, and proximity, then offers the tenant real-time time slot options. No follow-up calls. No bottlenecks.

Techs arrive ready – Before each job, Agentforce ensures the technician has the right tools, parts, and service notes. This reduced wasted trips and improved first-time resolution.

Automated communication throughout – From appointment confirmations to post-visit surveys, Agentforce keeps both tenant and technician informed at every step — without any manual effort.