In today’s property management, running large portfolios spread across several properties calls for a ticketing system built on two synchronised tracks. On one side, the technical workflow: diagnosis, job planning, execution and closure, with KPIs and SLAs (service level agreements). On the other, the administrative workflow: requesting and comparing quotes, approvals, purchase orders and final cost statements, through to invoicing. Treating the two workflows as parts of the same ticket, with shared responsibilities and statuses, reduces friction, avoids duplication and makes every step traceable for everyone: property managers, facility managers, contractors and tenants.
EASYTM® is tenant management software and service for income-producing real estate, and it works in exactly this way: the two workflows sit in a single configurable path, and every step is recorded with date, user and document, with no makeshift solutions and no email chains that are hard to manage.
An example of an integrated workflow: from fault to invoice
Take a fault in the air conditioning system. The Quality Hub, a team of D.P.S. people working to a set method, receives the request from the dedicated phone number or the portal and opens the ticket with a structured classification: system, priority, property. The facility or building manager checks the problem and defines the job, bringing in the contractor. In parallel, the administrative side moves forward: quotes are requested and assessed, one is chosen, the purchase order is issued and the contractor’s visit is scheduled. At the end, the Quality Hub collects the tenant’s feedback and the ticket is closed, updating SLAs and KPIs. All along the way, fund and asset managers can see progress and performance, with the status and responsibilities of every step. When the process is repeated across different properties, tenants and contractors, a digital workflow that connects people working inside and outside the organisation, and makes every step transparent, becomes decisive.
Email and Excel fuel extra costs and disputes
A truly integrated ticketing system routes routine requests from the Quality Hub to contractors on its own, leaving building and facility managers only the exceptions to assess. In the real estate funds in Italy served by EASYTM® since 2022, 86% of tenant requests are closed without involving the managers (data as of 19 May 2026; how the filter works, with the figures). This happens because every step, from classification to closure, is tracked, comparable and measured with KPIs and SLAs defined for each type of job.
Anyone who works ‘by email and Excel’ knows the other side of the coin: quotes that cannot be compared, purchase orders outside the process, final cost statements that are hard to reconcile, unclear responsibilities and scattered data. At peak times this turns into delays, unmanaged escalations, possible penalties for missed SLAs and an obvious weakness during an audit or due diligence. Adopting a single workflow, with operating rules and a clear audit trail of every step, is not only a matter of efficiency: it is a prudent choice to contain operational risks, protect margins and keep a firm grip on the whole maintenance cycle, from the opening of the ticket to invoicing.