- Document processing
Two Wurqurs, Document Reader and Exception Handler, read every tender, so the estimators no longer have to.
~$37,000 saved a year for a commercial electrical subcontractor
See howThe team stayed three coordinators. The buildings kept arriving, and every enquiry still needed one of them to decide where it went.
Three Wurqurs now hold the inbox for a 1,800-unit property manager, answering the routine ones in under two minutes, 150 to 200 times a month.
Property management · 42 employees · five systems
The queue
Maintenance issues, tenant questions, owner queries and complaints all arrived through Gmail, the web forms and WhatsApp, day and night. Three coordinators read each one, worked out where it belonged, copied the details into GoHighLevel, and answered what they could from memory or by asking whoever happened to know.
Most of it was ordinary: the same handful of questions, over and over. FAQs existed for a lot of it, just never kept current, because nobody had a spare afternoon. As the portfolio grew and the team didn't, a query that should have taken minutes could run 15 to 20, most of it spent finding the right answer or waiting on the owner's yes.
Nobody had ever written down how a request was supposed to move. It lived in the people who moved it.
What we found, and left alone
Most of the traffic was ordinary and repetitive, and a lot of it already had an approved answer sitting in an FAQ nobody had time to keep current. What had stopped scaling wasn't any one enquiry. It was the volume climbing against a team that stayed the same size, with no room left to fix the process instead of just running it. Whatever didn't fit a category stayed with a person, exactly as before.
What we built
Three Wurqurs, each owning one part of the line. Receptionist reads everything the moment it lands, 3am included, and answers the routine ones in the approved wording. Dispatcher owns the queue for anything that needs a person, routing by current load rather than who's free. Exception Handler catches whatever neither could place: angry, legal, about money, or with no owner in the rules, and makes sure it doesn't sit.
Receptionist
Reads everything on arrival, answers the routine ones, extracts the rest.
- details
- task
Dispatcher
Routes what needs a person, by load and rules, not who's free.
- exception
Exception Handler
Owns whatever the first two couldn't place, with the context attached.
Either of the first two can raise an exception: an angry message, a legal question, a missing owner. Exception Handler is where all of them end up.
What changed
the work in one enquiry
15–20 min
Under 2 min
1,800–2,400
queries a year, answered fast
540–720 hrs
a year, back to the team
~$19,000
a year
What used to cost them roughly $1,531 a month by hand now runs on three Wurqurs for $150/month.
Where the humans stayed
Anything angry, legal, about money, or without a clear owner. Exception Handler assembles the context and hands it to a person. Deciding what to do with it stays exactly where it was.
What it connects
Three channels in, two systems of record, and the Wurqurs in between.
where it arrives
- Gmailthe largest share of enquiries
- Website formsprospective tenant and owner questions
- WhatsAppthe fastest channel, and the least structured
what runs
- Receptionistreads and answers the routine ones
- Dispatcherowns the queue for the rest
- Exception Handlercatches what neither could place
where it lands
- GoHighLevelthe contact record, updated on every interaction
- Slackwhere an escalation reaches a person
What it took
Seven weeks. Five to develop and deploy, two shadow-running it against real cases before it was marked done.
The same idea, somewhere else
A safety net for whatever the front line can't place, reused wherever escalation needs a home.
Every company has a queue like this one.
Tell us the job. We will tell you whether a Wurqur can hold it.