Real estate operations are rarely straightforward. From fragmented teams and disconnected systems to intensive reporting demands and manual data entry, inefficiencies are everywhere, and they only multiply as your portfolio expands. Thankfully, technology has evolved to help teams scale more effectively, particularly through automation and AI and centralized support services.
We sat down with Neal Cousino, Manager of RPA Services, and Joyce Trumble, Director of REdirect Assist, to unpack common operational challenges, the role of automation, and how centralized help desk services help teams operate smarter.
Where Operations Break Down
As portfolios grow, the cracks in operational workflows begin to show. Manual processes, siloed platforms, and a reliance on institutional knowledge often create bottlenecks that slow teams down. For example, in commercial leasing, some clients are manually inputting lease data into Yardi or MRI after signature. Or an accounting team has to pull and manually reconcile bank transactions.
These “system jumps” are prime opportunities for automation, and they’re often where teams see the fastest return on investment (ROI).
Scaling Without Burnout
Companies often attempt to scale operations without growing headcount, expecting the same teams to absorb more lease setups, collections, reporting, and financial close responsibilities. While some manage to push through for a while, the pressure builds, leading to burnout, turnover, and the loss of key knowledge.
This is where efficiency becomes a strategic lever. Hiring provides a linear return; automation offers an exponential one. By investing in technology, businesses can manage increased workloads without compromising accuracy.
The Rise of RPA: Meet Rosie the Robot
RPA is software that mimics human actions across your business systems. REdirect affectionately refers to our solution as “Rosie the Robot”, your team’s new digital colleague, happy to take on repetitive tasks like data entry, reconciliations, and reporting.
Rosie has come a long way in recent years. With expanded capabilities such as Optical Character Recognition (OCR), robust application connectors, and built-in AI features. With these improvements, Rosie can manage a wider and more complex range of workflows. Additionally, clients who were previously hesitant about automation are now gaining confidence as they witness consistent and trustworthy results from automating critical processes.
Introducing Agentic Automations and AI
In addition to core RPA functions, REdirect is now exploring the frontier of Agentic AI, a powerful evolution where automation is paired with AI to not only execute tasks but also interpret data, make decisions, and act accordingly.
Think of AI as the brains, and RPA as the brawn. Together, they form intelligent agents capable of handling end-to-end workflows with minimal human input. For companies that have previously trialled RPA and found it limited, these Agentic capabilities offer a whole new level of sophistication and ability.
RPA in Action: Standard & Bespoke Solutions
REdirect has developed standard RPA solutions for common use cases that have been refined and optimized with numerous clients. We also partner with clients to deliver custom automations tailored to specific business needs. Examples include:
Standard Automations:
Our automation solutions streamline key financial processes to enhance efficiency and accuracy. Bank Reconciliation Automation matches bank activity to entries in Yardi or MRI, automatically flagging reconciled items. Bank-to-Book Automation generates journal entries or cash receipts from bank-side transactions on a daily basis. Meanwhile, Reporting Package Automation collects and compiles reports across systems and automatically distributes them to designated stakeholders.
Bespoke Automations:
Automatically assembles documentation for setting up security deposit accounts.
Validates payroll data to flag exceptions needing human attention.
Automates custom workflows that span non-integrated systems or require nuanced business rules.
The flexibility of REdirect’s platform means automation can be developed for virtually any process that’s rules-based and repeatable—even those that span multiple applications with limited API support.
Measurable Impact:
Consider this: one REdirect client manually processed over 7,500 reports per month across 250 properties. One wrong figure meant starting over. With automation in place, their team reclaimed countless hours, shifting focus from clicking to critical analysis—unlocking insights and delivering better outcomes.
Scaling Support with a Centralized Help Desk
Automation isn’t the only way to scale smartly. A centralized help desk provides real estate teams with responsive, expert-level support without needing to grow headcount. This model improves service quality, reduces turnaround time, and allows internal teams to focus on higher-value activities.
As organizations grow, it becomes critical to have well-designed and well-executed technology policies and processes. Rapid changes in portfolios require reliable procedures for onboarding new sites, assets, and users. A centralized help desk supports these efforts, enabling core teams such as accounting, finance, and asset management to maintain focus on their primary responsibilities.
REdirect’s help desk services include:
- Troubleshooting
- Report/system configuration
- Integration support
- User access and permissions
- Data validation
But we go further, serving as true partners embedded in your business. Joyce adds, “You extend your staff with experts you don’t have to hire. We bring best practices, help meet audit requirements, and ensure consistency across your organization.”
Unlike standard vendor support, REdirect provides real estate-specific assistance, backed by performance tracking and proactive improvement. REdirect Assist will close over 15,000 tickets this year for clients, ensuring reliable coverage for all users—no matter where they are located or what part of the software they are working in.
Efficiency as a Growth Strategy
For real estate organizations navigating the challenges associated with complex portfolios supported by lean teams, efficiency isn’t just a goal- it’s a growth strategy. By combining automation, bespoke solutions, Agentic AI, and specialized support, REdirect helps your team operate smarter, reduce burnout, and deliver consistent results at scale.
Let REdirect help you unlock efficiency through automation and centralized support. Contact us to explore what’s possible.
