Residia Group: Automating Residential Incident Management and SLA Control in the Riviera Maya

Residia Group is a premier property management company managing high-end residential complexes and condominiums in the Riviera Maya, with an active portfolio spanning exclusive developments in Cancun, Playa del Carmen, and Tulum. Managing 8 large-scale residential properties, the company coordinates both internal operational staff (landscaping, general maintenance, and on-site security) and a network of specialized external vendors for tropical pest control, IT infrastructure, and critical security systems like electric fences.

Before implementing Asistenxa, Residia Group operated under the traditional property management model common in Latin America: a single WhatsApp number handled by office staff during strict hours of 8:00 AM to 6:00 PM (and Saturdays until noon). Outside these hours, incident reports went unrecorded, preventing the collection of evidence for issues occurring at night or over weekends. Even during working hours, receiving more than 10 simultaneous reports overwhelmed the staff, causing them to lose context in chats. Operational records relied on sticky notes, physical logs, or at best, disorganized Excel sheets. Task assignment to vendors was manual and lacked transparency; residents received no updates on their reports, only seeing general group photos after the issue was resolved. To answer a query about a ticket's progress, staff had to dig through paper files, generating distrust among homeowner associations (HOAs). Finally, executive management lacked consolidated data to back monthly balances or request budget increases for improvements, making decision-making highly speculative.

Residia Group integrated Asistenxa's Contact and Incident modules directly into their official WhatsApp channel. An AI Agent trained in professional property management was deployed to autonomously handle reports 24/7. The intelligent assistant reads photos of water leaks, listens to audio messages describing termites in common palapas, and analyzes videos of pets in restricted areas or illegal trash dumping during the night. Based on this evidence, the AI generates a structured technical report and sends a personalized tracking link to the resident. To prevent duplicate reports, the system detects if an incident is already logged and adds subsequent reporters as subscribers to the same ticket, proactively notifying them via WhatsApp of status changes. In the backoffice, Asistenxa automatically categorizes, prioritizes, and assigns tickets to internal or external vendors based on specialty. It also provides an intelligent contact center where human administrators can step in with quick chat summaries, intent analysis, and real-time sentiment tracking.

In just 30 days, Residia Group transformed its operation by automating 90% of the incident reception and categorization workflow. The company replaced scattered spreadsheets with a unified dashboard that compares performance across the 8 properties and exports SLA reports to PDF, measuring the execution times of both internal staff and external contractors. The average incident resolution time dropped by 65%, from a historical average of 5.2 days to just 1.8 days. Using resident sentiment analytics and operational reports from Asistenxa, within 3 months of deployment, executive management achieved 100% approval for proposed maintenance budgets and improvements (such as installing lighting and security cameras in illegal dumping zones) from HOAs, eliminating property owner speculation through irrefutable, hard data.

By digitizing and automating the incident workflow on WhatsApp with Asistenxa, Residia Group did not just eliminate administrative bottlenecks and paper logs; they turned property management into a transparent, data-driven service, significantly boosting board trust, improving satisfaction across the 8 residential complexes they manage in the Riviera Maya, and elevating the standard of property management compared to competitors who still rely on traditional and manual processes.