Property Manager Slashes RFI Response Time by 64%
How automated workflows and mobile-first design cut RFI turnaround from 5 days to 36 hours, saving 15+ hours per week on status chasing and email archaeology.
Project Overview
- Client
- Regional Property Management Firm
- Project Type
- Mixed-Use Commercial Portfolio
- Portfolio Value
- $220M (18 properties)
- Annual CapEx
- $6.5M across ongoing improvements
- Team Size
- 7 property managers, 2 engineers
- Location
- Pacific Northwest
The Challenge
A regional property management firm overseeing 18 commercial properties faced chronic delays in RFI (Request for Information) responses during their ongoing capital improvement program. With multiple concurrent tenant improvement and building system upgrade projects, the engineering team was drowning in RFI traffic.
The Old Process: Email Hell
- Day 0: Contractor emails RFI to project manager
- Day 1-2: PM forwards to engineer, often buried in 100+ daily emails
- Day 3: PM sends "any update?" email to engineer
- Day 4: Engineer responds, but response goes to PM instead of contractor
- Day 5: PM forwards response to contractor, RFI finally closed
Result: 5-day average response time, frustrated contractors, schedule delays, and 15+ hours per week spent on "RFI archaeology" (searching email threads for status updates).
The firm's Chief Engineer identified RFI response time as the #1 bottleneck causing project delays. Contractors were submitting contingency pricing for potential delays, adding 3-5% to project costs to cover RFI-related schedule risk.
The Solution
The property management firm implemented PRJCT X's automated RFI workflow system, replacing email-based communication with a structured, trackable process that automatically routes, escalates, and tracks every request.
The New Process: Automated & Tracked
- Automated Routing: Contractor submits RFI via PRJCT X portal, automatically assigned to responsible engineer based on project and discipline
- Mobile Notifications: Engineer receives push notification on mobile app, can review drawings and respond from job site
- Status Visibility: PM and contractor both see real-time status: "In Review," "Waiting for Response," "Answered"
- Automatic Escalation: RFIs exceeding 48 hours trigger escalation notification to Chief Engineer
- Complete History: All RFI communications, attachments, and responses linked to project in searchable database
The system was rolled out over a 2-week training period, with PRJCT X providing on-site workshops for property managers, engineers, and key contractors.
The Results
64% Faster RFI Response
Average RFI response time dropped from 5 days (120 hours) to 36 hours. Median response time now 24 hours for routine RFIs.
15+ Hours Saved Per Week
Property managers no longer spend hours tracking down RFI status via email. Engineering team no longer fields "where are we on that RFI?" phone calls. Total time savings: 15-20 hours per week across 9-person team.
89% On-Time Response Rate
Before PRJCT X: 42% of RFIs answered within contractual 3-day window. After PRJCT X: 89% answered within 48 hours. Zero RFIs exceeded 5-day escalation threshold in last 6 months.
3% Project Cost Reduction
Contractors eliminated RFI-related schedule contingency pricing, reducing project costs by an average of 3%. On the firm's $6.5M annual CapEx budget, this translates to $195,000 in annual savings.
Improved Contractor Relations
Quarterly contractor feedback surveys showed 40-point increase in "owner responsiveness" satisfaction score. Three contractors specifically cited improved RFI turnaround as reason for bidding repeat work.
"The mobile app is a game-changer. I can review a structural RFI from the job site, markup the drawing on my tablet, and send a response in minutes instead of waiting until I'm back at my desk. We're no longer the bottleneck on projects—contractors actually comment on how responsive we've become."
James Chen, PE
Chief Engineer
Pacific Northwest Property Management
Key Takeaways
For Property Managers
- • Automated routing eliminates forwarding and tracking overhead
- • Real-time status visibility prevents "where are we?" calls
- • Mobile access enables responses from anywhere, anytime
For Engineering Teams
- • Faster turnaround improves contractor relationships and bidding
- • Complete RFI history searchable and linked to projects
- • Automatic escalation prevents critical RFIs from falling through cracks
Stop Drowning in RFI Email Hell
See how PRJCT X's automated RFI workflow can cut your response time in half and save your team 15+ hours per week.