Case Study: AI Answering Service for Rentals

Rental property businesses face a major challenge: missed calls lead to lost tenants and revenue. Larry Goins, managing 1,000 properties across 12 states, struggled with high call volumes, after-hours inquiries, and costly traditional answering services. Enter Dialzara, an AI-powered answering solution that transformed his operations.

Key Results:

• 100% call answer rate (up from 38%).
• $1,000+ monthly savings by replacing a live answering service.
• 60% fewer tenant interactions requiring human intervention.
• 40% increase in on-time rent payments and 30% reduction in evictions.

How It Works:

• 24/7 Call Handling: Manages calls anytime, prioritizes emergencies (e.g., water leaks), and provides instant responses.
• Integration: Syncs with property management tools for maintenance requests and Google Calendar for scheduling.
• Multilingual Support: Handles calls in 10 languages, catering to diverse tenants.

Goins implemented Dialzara in under 72 hours, achieving smoother operations and happier tenants. If you're in property management, this AI service could be the game-changer you need.

Company Background

Business Overview

Larry Goins' real estate investment operation, the focus of this case study, has grown into a substantial portfolio over 35 years in the industry. By June 2025, Goins had amassed approximately 1,000 properties across 12 states^[3]. Managing such a widespread portfolio came with its own set of challenges: handling tenant inquiries from multiple cities, coordinating maintenance requests across state lines, and addressing lease-related questions - all at the same time. Without the backing of a large in-house call center, keeping up with the sheer volume of daily calls required a solution that could deliver fast, professional responses to maintain a competitive edge in each market.

Initially, Goins relied on a traditional human-based answering service to handle these calls^[3]. While this approach provided some after-hours coverage, it fell short in terms of cost-effectiveness and adaptability across diverse markets. These limitations highlighted the need for a more efficient call management system.

Customer Service Problems Before AI

As call volumes grew, the traditional answering service revealed significant weaknesses. Operational inefficiencies and missed calls became a recurring issue, especially across a portfolio spanning 12 states. Each missed call represented a potential lost lease or an unresolved tenant issue - situations that could lead to negative reviews or even early lease terminations.

"I have tried multiple A.I. agent receptionist for my real estate business and all have failed except Dialzara... I am now saving over $1,000 a month by cancelling my answering service!" - Larry Goins, Real Estate Investor^[3]

The traditional service came with a hefty price tag of over $1,000 per month but still fell short of expectations^[3]. After-hours calls, often from prospective tenants browsing listings online, frequently went to voicemail or were handled by overwhelmed agents unable to provide personalized assistance. These missed opportunities not only impacted leasing potential but also drove up operational costs, making it clear that a more advanced solution was necessary.

The Challenge

High Call Volumes

Larry Goins' team managed a portfolio of around 1,000 properties across 12 states, which came with an overwhelming number of daily inquiries. Tenants frequently called with routine questions about rent payments, pet policies, and maintenance requests. At the same time, prospective renters were eager for immediate details about property features, rental terms, and availability. The sheer volume of calls stretched the team thin, resulting in busy signals and extended wait times. This left current tenants frustrated and potential renters looking elsewhere.

These missed calls weren’t just minor inconveniences - they often translated into lost leasing opportunities or unresolved tenant concerns. Over time, these unresolved issues could escalate into complaints, bad reviews, or even early lease terminations. The property management team was juggling hundreds of tenant inquiries each week via phone, email, and online portals, creating bottlenecks that became even more unmanageable during weekends and holidays^[4]. The situation was further complicated by a lack of adequate after-hours support.

Limited After-Hours Support

While a traditional answering service provided some coverage outside of business hours, it wasn’t enough to meet the needs of a fast-paced rental market. Prospective tenants browsing listings late at night often couldn’t get their questions answered quickly, leading them to move on to other properties. Meanwhile, emergency maintenance issues - like water leaks, electrical failures, or security concerns - required immediate attention. Unfortunately, the system struggled to differentiate urgent calls from routine inquiries, delaying critical responses.

Without true 24/7 support, these delays added strain to the team. Staff members spent hours sifting through voicemails, transcribing messages, and prioritizing requests instead of focusing on high-impact tasks like property tours or lease agreements. This lack of efficient after-hours coverage not only frustrated tenants but also created a competitive disadvantage. In an industry where speed and responsiveness are key, these gaps drove up costs and left the team scrambling to keep up.

Cost and Efficiency Problems

On top of the recurring service fees, the team faced another challenge: wasted time. Staff had to screen spam calls, repeatedly answer the same basic questions, and manually qualify leads. As the portfolio grew, this manual approach became unsustainable, bogging down the team in repetitive tasks that pulled their focus away from more strategic priorities.

Simple tenant inquiries often went unanswered for days, leading to complaints and strained relationships^[4]. The financial impact went beyond service fees - missed calls meant lost revenue, and inefficient processes drove up labor costs without delivering better results. The business needed a scalable solution that could handle growing demand while maintaining service quality and controlling costs.

Dialzara Implementation

Setup Process

Larry Goins and his team turned to Dialzara to tackle their call management challenges. The process began with creating an account, entering their website URL, and receiving a tailored AI prompt designed specifically for their rental property operations. To fine-tune the AI's performance, they uploaded essential documents, such as current property listings, rental terms, and answers to frequently asked tenant questions, building a robust knowledge base.

Next, they selected a voice from over 50 natural-sounding options to align with their brand identity and secured a dedicated local phone number. The technical setup, including test calls and live chats, was completed in less than an hour.

"Go ahead and sign up for Business Plus. It's the done-for-you white glove service that will get you up and running in no time. In fact, I was live in about an hour." - Larry Goins, Real Estate Investor ^[3]

Once everything was in place, they forwarded calls from their existing line to Dialzara. Within 72 hours, the AI receptionist was fully operational, equipped to identify emergency keywords like "water leak" or "electrical failure" and immediately notify maintenance teams via SMS or call transfer. These initial steps ensured a smooth integration with their existing systems.

Integration with Business Tools

Following the setup, integrating Dialzara with their core business tools significantly boosted efficiency. By connecting their property management software through API, the AI could automatically transfer tenant details, log maintenance requests, and schedule property showings. They also synced Google Calendar, enabling the AI to check availability in real time and book showings without any manual input.

"Dialzara integrates with most popular property management platforms through our API connections. This allows seamless transfer of tenant information, maintenance requests, and showing schedules directly into your existing systems." - Dialzara ^[1]

Custom webhooks were set up to deliver instant notifications, call summaries, and highly accurate transcripts (99.8% accuracy) via SMS and email ^[1]. This allowed the team to quickly review conversations and address urgent matters. Additionally, the AI’s multilingual capabilities - supporting 10 languages - transformed their phone system into a 24/7 automated service, streamlining communication and operations across the board.

Key Results and Metrics

Improved Call Answer Rate

After introducing Dialzara, the results were immediate and striking. Larry Goins' rental property business saw a complete turnaround in how calls were handled. Previously, only 38% of calls to local businesses were answered^[3]. With Dialzara in place, the answer rate skyrocketed to 100%, ensuring every single call was addressed, no matter the time of day. The AI's ability to handle multiple calls at once eliminated the need for voicemails or lengthy hold times - a big win when 80% of callers who reach voicemail choose not to leave a message^[3]. On top of that, the AI provided accurate transcriptions of every conversation, allowing for quick and reliable record-keeping. These improvements didn’t just streamline operations - they also paved the way for significant cost reductions.

Cost Savings and Efficiency Gains

The financial benefits were equally impressive. Larry Goins shared that he saved over $1,000 per month by ditching his traditional live answering service^[3]. Dialzara proved to be a game-changer, cutting staffing costs by up to 90% compared to hiring in-house receptionists or using pricey call centers. Beyond the cost savings, the AI filtered out marketing calls, freeing up staff to focus on tasks that added real value. Instant call summaries and transcripts, delivered via email and SMS, replaced the tedious process of listening to voicemails. Even better, Dialzara’s 72-hour implementation timeline^[2] meant the system was up and running quickly, allowing the business to seize revenue opportunities right away. These efficiencies didn’t just save money - they also contributed to happier tenants.

Better Tenant Satisfaction

Dialzara’s 24/7 availability tackled long-standing after-hours issues, significantly boosting tenant satisfaction. Residents could report maintenance concerns or ask lease-related questions at any time, eliminating the frustration of being put on hold. Emergency maintenance requests were handled seamlessly, as the AI flagged critical keywords like "water leak" or "electrical failure" and immediately notified the appropriate teams.

Kelby Steele, another rental property owner, saw firsthand how Dialzara improved after-hours service. Within just one month of implementation, his business increased sales by $16,000^[3].

"We didn't realize how many lost opportunities we had after hours until we implemented Dialzara. We grew our sales by $16,000 in the first month." - Kelby Steele^[3]

The platform’s multilingual support, covering 10 languages with automatic detection, further enhanced tenant experiences by catering to a diverse audience. Prospective tenants could schedule property tours instantly through Google Calendar integration, while current tenants received immediate answers to common questions about amenities, pricing, and lease terms. This seamless communication made life easier for everyone involved.

sbb-itb-ef0082b

Features in Action

24/7 Call Answering

Dialzara's around-the-clock availability completely changed how Larry Goins' rental business handled calls. Whether it was a tenant reporting a plumbing emergency at 2:00 AM or a potential renter asking about a property on a Sunday afternoon, the AI receptionist was always ready to respond. It managed multiple calls at once, eliminating busy signals altogether. For urgent situations, the system picked up on critical keywords and immediately notified maintenance teams via SMS or email. Tenants no longer had to wait hours for a callback, and prospective renters got instant answers about property details, pricing, and availability. This was particularly impactful during non-business hours, a time when 60% of customers prefer to contact local businesses^[3]. By ensuring uninterrupted communication, the system improved lead qualification and streamlined maintenance responses.

Prospect Screening and Appointment Booking

Beyond offering 24/7 support, the AI took customer interactions a step further by screening potential renters. It asked specific questions about their budget, move-in timeline, and financing approval, helping to identify and prioritize high-value leads. Thanks to Google Calendar integration, the AI could check availability and schedule property tours automatically, ensuring no after-hours opportunity was missed. This feature alone helped Kelby Steele see a $16,000 increase in sales within the first month^[3]. Additionally, with a 99.8% transcription accuracy^[1], every conversation detail was captured and shared via email and SMS, giving the team all the context they needed before meeting with prospects.

Maintenance Issue Triage

Dialzara also brought much-needed structure to maintenance requests. The AI gathered key details - such as the issue's location, severity, and symptoms - and then prioritized them based on safety and urgency. Routine problems were logged and turned into work orders within the property management software, while emergencies were flagged for immediate attention. In critical cases, the system directly transferred calls or sent urgent SMS alerts to the appropriate technician. This standardized process removed the guesswork and delays that often came with manual sorting, ensuring technicians arrived prepared with the right tools for the job. Plus, integration with platforms like AppFolio, Yardi, and Buildium^[1] meant all maintenance data seamlessly flowed into existing workflows, eliminating the need for duplicate data entry.

Lessons Learned

Customization for the Rental Industry

Off-the-shelf AI solutions often miss the mark when it comes to the unique needs of rental properties. To bridge this gap, Larry Goins' team equipped Dialzara with a treasure trove of property-specific details - everything from listings and neighborhood insights to pet policies and lease terms. This tailored knowledge base empowered the AI to handle even the trickiest tenant questions, reducing the need to transfer calls to staff. For emergencies like floods, gas leaks, or heating issues, the system was programmed to send immediate alerts, while routine questions were routed through automated workflows.

Before launching, the team ran Dialzara through its paces during a "Test & Refine" phase. They simulated various call scenarios to ensure the AI delivered accurate property information and stayed consistent with the company’s brand voice. This step proved invaluable. Christopher Williams, President of Elite Web Professionals, highlighted the impact:

"The AI Voice Receptionist has been a game changer. It gave us visibility into missed calls we never knew about - now we know who's calling, what they need, and we can follow up" ^[7].

Additionally, every interaction was logged in detail, providing property managers with complete context for follow-ups. This customized approach not only streamlined operations but also laid a strong foundation for scaling up.

Scalability for Growing Operations

With its finely tuned setup, Dialzara demonstrated impressive scalability, seamlessly managing increasing call volumes as the rental portfolio grew. The AI’s ability to handle multiple calls at once eliminated the need for additional staff, allowing the business to scale operations by 10x without increasing headcount ^[5]. For context, traditional property managers often lose 60% of potential tenants due to delayed responses to after-hours inquiries ^[5]. Dialzara’s 24/7 availability ensured no lead slipped through the cracks.

This efficiency didn’t just stop at answering calls. By integrating with property management platforms like AppFolio, Buildium, and Yardi, the system automatically synced maintenance requests and tenant data. This eliminated redundant data entry and freed up the team to focus on more strategic tasks, like negotiating leases and enhancing properties.

Conclusion

Key Takeaways

Larry Goins' rental property business saw a dramatic improvement after adopting Dialzara. With call answer rates hitting 100%, monthly expenses slashed by over $1,000, and the ability to handle 10× more tenant interactions with an impressive 99.8% transcript accuracy, the system delivered measurable results ^[6][5]. The business gained insights into previously missed calls, implemented automated maintenance triage to prioritize urgent issues, and seamlessly integrated with property management platforms. These outcomes highlight how Dialzara can reshape rental property management.

Next Steps for Rental Businesses

For rental businesses looking to tackle high call volumes, after-hours inquiries, or rising staffing costs, Dialzara offers a straightforward solution. Getting started is quick - sign up, provide property details and lease terms for training, and forward calls. You can be up and running in as little as 72 hours ^[3], with some users reporting setup times of under an hour. Take advantage of the 7-day free trial to explore the system before committing. By linking Dialzara to your property management software and calendar, you can streamline tasks like scheduling showings and handling maintenance requests. In a competitive industry, ensuring every call is answered could set your business apart.

FAQs

How does Dialzara enhance tenant satisfaction and help prevent evictions?

Dialzara takes tenant satisfaction to the next level by offering property management teams a 24/7 AI-powered answering service that ensures no call goes unanswered. Whether it’s an emergency like a burst pipe or a heating failure, the AI assistant is ready to step in. It logs the issue immediately, generates a service ticket, and escalates urgent matters to the appropriate maintenance team. This quick and efficient response not only speeds up resolutions but also helps reduce tenant frustration. Tenants feel heard and valued, strengthening trust and minimizing complaints.

On top of that, Dialzara’s customizable scripts handle everyday tasks like answering routine questions, scheduling property tours, and providing lease-related details - all available around the clock. This allows staff to focus on more critical responsibilities. By maintaining clear and consistent communication, the system helps prevent misunderstandings about rent or lease terms - issues that often lead to evictions. The result? Landlords enjoy better relationships with tenants, along with fewer disputes and lower turnover rates.

How long does it take to set up Dialzara, and what is the process?

Setting up Dialzara is a breeze. Start by creating an account and answering a few simple questions about your business. Next, pick a voice and a phone number for your AI agent, and set up call forwarding. The whole setup takes less than 15 minutes, so you can have everything ready to go in no time.

How does Dialzara work with my property management tools?

Dialzara works effortlessly with your current property management systems, simplifying your daily operations. By leveraging tools like Zapier, it connects with popular platforms such as AppFolio, Buildium, Yardi, and various CRMs. This setup allows it to automatically log calls, voicemails, transcripts, and even handle tasks like scheduling events or creating tickets. The result? All your essential data stays neatly organized in one centralized location.

Thanks to its direct API and built-in phone system integration, Dialzara can route urgent calls to your on-call team or escalate issues directly within your property management system - no extra hardware required. Plus, its AI is smart enough to learn property-specific terms like "maintenance request" or "rent payment." This ensures accurate tagging and keeps your system updated, all while managing tenant interactions smoothly.