One number tells the whole story: 86%. It is the share of tenant requests closed without involving building managers or asset managers, across the real estate funds in Italy that EASYTM® has served since 2022. No reminder emails, no phone calls, no decisions to squeeze in between one meeting and the next. The filter worked.
The problem everyone knows
Anyone who works in income-producing real estate knows it: every property is a machine that generates requests. Leaking taps, access badges to activate, quotes to approve, contractors to coordinate. A constant stream of small problems that, taken one by one, need only a few minutes. Added together, they eat up whole days.
The building manager should be dealing with oversight, strategy and decisions. Instead, they answer emails about blown light bulbs. It is the paradox of day-to-day operations: the more qualified professionals are, the more they risk drowning in tasks that do not need their skills.
How the Quality Hub filter works
This is exactly where the EASYTM® Quality Hub comes in. It is not just a ticket router: it is an operations centre, made of people and method, that receives requests from the dedicated phone number and the portal, assesses them, resolves them when it can and lets through only what really needs a manager’s decision. It is real estate ticketing with people at its heart.
There are three possible outcomes:
- Closed by the Quality Hub. The request is resolved over the phone or with a clarification: communications, invoices and charges, small coordination tasks. End of story.
- Assigned to a contractor. A technical job is needed. The contractor receives the ticket on the portal, carries out the site visit with photos and closes it with a job report; the Quality Hub coordinates, checks and follows up. The manager is not involved, because there is no need.
- Passed to the manager. This is where the filter opens. The request needs an authorisation, a spending decision or a choice about how the property is run. Only in this case does the building manager or the asset manager step in, and they receive it already prepared: photos, site visit, quote.
The figures speak for themselves
Out of every 100 requests, 86 are closed in the first two ways, without the manager spending any time on them beyond checking the flow of requests in the report. The other 14 reach the manager’s desk for a decision, based on criteria agreed in advance: the type of request, or the particular features of the property or the tenant.
And they are not just breakdowns: almost half of all requests (46%) are administrative or commercial, such as invoices and charges, and they go through the same workflow as the technical ones.
Difficulty, measured in events
Not all requests are equal. One way to measure them is to count how many ‘events’ it takes to close them: an event is each recorded step, whether a phone call, an update, a site visit or a job. Since 2022, EASYTM® has tracked over 20,000 events, about 10,000 a year at the current pace.
The interesting point is that the filter holds even when a request drags on: the Quality Hub remains the tenant’s point of contact and coordinates the steps, and the manager steps in only when there is a decision to make. When difficulty rises, the filter does not give way.
What it means for those who manage properties
Time regained. A manager who does not have to chase quotes can focus on what matters: contracts, investments, strategy.
Contractors kept in check. Centralised coordination makes it possible to measure the times, costs and quality of every contractor. No more contractors each working their own way, with nothing on record.
More satisfied tenants. A single point of contact, tracked responses, less back-and-forth. Care in everyday work turns into perceived quality.
Limits of the analysis
Intellectual honesty calls for some caution. The figures describe what happens in the funds served by EASYTM®; they do not prove that this is the best possible model. They do, however, show clearly how a well-designed operational filter works.
Note on method
The data comes from EASYTM®, tenant management software and service for income-producing real estate made by D.P.S. Soluzioni Informatiche: the ticket base of the real estate funds in Italy served by EASYTM®, from 2022 to 19 May 2026. The article, first published on 25 February 2026, has been updated with this data and with the definitions used across the site. A ‘request’ is a single service request opened by a tenant; an ‘event’ is each recorded step on that request. A request is ‘closed without the managers’ when none of its steps was carried out by a building manager or an asset manager.