CASE STUDY From Frustration to Efficiency: Prodigy’s Answering Service Upgrade with Courtesy Connection

Executive Summary

Before Courtesy Connection, the Prodigy Property Management team struggled with their answering service software provider: on-call schedules wouldn’t save, former employees received emergency calls, and the wrong staff were contacted.  It created unnecessary stress, confusion, and a lack of confidence that emergencies were being handled properly. The provider offered no solutions, only more frustration.

What Courtesy Connection did Differently

In 2024, Courtesy Connection’s support team:

1. Fielded over 21,000 support inquiries from customers
2. Led the industry with a 99.4% CSAT rating
3. Responded to inquiries during business hours with a median time of 38 seconds (and closed out inquiries with a median time of six and a half minutes)

Key Features That Made a Difference

Before implementing Courtesy Connection, the team faced significant challenges with fragmented systems, communication barriers for Spanish-speaking residents, and limited visibility into team performance and call management.

1. Reliable On-Call Scheduling
   Courtesy Connection ensures on-call schedules are always accurate. For Prodigy, that means no more calls to former employees and no more confusion about who’s up next.
2. Instant Text Notifications
   Courtesy Connection sends detailed texts directly to the on-call team. Prodigy’s maintenance staff love getting all the info they need without unnecessary interruptions.
3. Click-to-Call With Masked Outbound Calls
   With click-to-call links, Prodigy’s team can return resident calls without exposing their personal phone numbers—making communication easier and more secure.

Solution

The team turned to Courtesy Connection in search of something better—though not without hesitation. One initial concern? The lack of a live operator. But that concern quickly disappeared once the team saw the new system in action.

Instead of a call center, Courtesy Connection uses smart technology to instantly text maintenance staff with all the information they need—allowing them to assess the situation and respond accordingly. The result? Less back-and-forth, no missed calls, and a more respectful experience for on-call staff.

The Results

• No more scheduling nightmares. Changes to on-call schedules now save properly, and employees who’ve left the company stay off the list—permanently.
• Maintenance team satisfaction. Staff appreciate getting all the details in a single text, without having to answer unknown numbers or waste time on false alarms.
• Click-to-call privacy. A favorite feature: maintenance staff can call tenants back via a secure link that keeps their personal number private.
• Reliable support. If the team ever has a question about call activity, Courtesy Connection responds fast—with all the answers they need.

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