Rome Estate
Smartpms saves us two days of work each month, while Smartchat Ultra has solved our customer service issues: it handles over 200 interactions a day, on its own.
Ostia (Rome), Italy
25
Background
Rome Estate is a property management company founded in 2024, mainly active in Lido di Ostia, with several properties also located in Fiumicino.
In just over a year, the company has grown from managing 7 to 25 apartments—a rapid expansion that required solid operational processes from the start to streamline workflows and reduce time spent on admin.
The challenge
At first, Rome Estate used a basic management software that quickly proved inadequate as the portfolio grew.
The biggest bottleneck was calculating revenue share. The system in place didn’t offer an agile way to manage commissions for owners.
On top of that, the guest communication workload became overwhelming. During high season, Rome Estate handles more than 100 bookings in parallel each month, resulting in a high volume of calls and chat messages that was difficult to manage internally.
The team needed to:
- adopt a more complete PMS with automation and features tailored for property managers
- find a scalable solution for customer service that could absorb peak workloads without straining the team
The solution
To support its growth, Rome Estate reorganized operations by adopting Smartpms as its new management system and adding Smartchat Ultra for customer communication.
Smartpms: Full control over commissions and simplified operations
The feature that convinced Rome Estate to choose Smartpms was the automated revenue share calculation. It allows them to configure commission settings for each property and automatically calculate payouts, eliminating manual work in Excel and reducing the risk of errors.
The Owner Portal also allows property owners to independently view revenue, commissions, and availability, improving transparency and reducing incoming requests.
“I used to calculate all commissions by hand with Excel. It took me at least two full days a month, and I’d often worry about making mistakes. Now it’s all automatic. What I like most about Smartpms is how fast it exports data and the reporting section, which helps me track occupancy and revenue much more precisely.”
Additional features that stood out:
- Streamlined housekeeping
Rome Estate created dedicated logins for each cleaning provider, giving them more autonomy and improving activity tracking. - Simplified bureaucracy
With direct integration to authorities and built-in self check-in, Smartpms eliminated the need for an additional tool, cutting both costs and complexity.
Smartchat Ultra: Fast, high-quality guest support
To solve the second key issue—guest communication—Rome Estate adopted Smartchat Ultra alongside Smartpms.
Smartness handles all chats and calls daily from 8:30 a.m. to 10:00 p.m., while keeping the internal team informed in real time about anything that needs their attention.
The impact was twofold:
- Rome Estate no longer has to manage chats and calls directly
- The team previously assigned to guest support could be restructured, cutting operational costs
“If you’re managing more than three properties, you need smart tools—if only to automate all the admin and accounting. I also have another job outside of property management, and for me, Smartness is an essential partner.”
The results
Thanks to the adoption of Smartpms and Smartchat Ultra, Rome Estate was able to scale operations efficiently, supporting rapid growth without increasing the internal workload.
Revenue share: 2 days of manual work saved each month
The automated commission management feature completely eliminated the need for manual calculations, saving the team approximately two full days of work per month and significantly reducing the risk of errors.
Customer service: 202 interactions handled per day
Since activating Smartchat Ultra, the system has managed over 15,000 interactions, including chat messages and phone calls—an average of 202 requests per day. This has allowed Rome Estate to cut operational costs tied to guest communication.
At the same time, the average response time for phone calls dropped to just 11 seconds, boosting guest satisfaction and enhancing the company’s reputation.
“There are months when we handle up to 100 bookings in parallel, which creates a flood of guest contacts. That’s why Smartchat Ultra is essential for us: their team handles calls and chats, while we’re immediately informed if anything needs our attention on-site. We now only need one person to supervise guest services, and we’re already planning to reassign them to more strategic tasks.”
Resort Locanda San Verolo
Smartconnect keeps us moving—it reminds us when to communicate and gives us ready-made drafts. No more wondering what to write and when.
Hotel Andreas
Smartpricing has automated our price adjustments and significantly increased our revenue. We couldn’t be happier – the investment has paid off many times over.