Case Study

The Challenges Before Switching to Vantaca

Before Vantaca, BRIGS had been running on software that hadn't kept up with the business. Scott Wolf, BRIGS’ CEO, put it plainly: they'd been with their previous platform for over 15 years, and it hadn't been updated in those 15 years.

The gaps were everywhere. Manual processes. Disconnected workflows. Client services staff who wanted to help homeowners but didn't always have quick access to the data they needed to do it.

The most visible drain was the sheer volume of manual work. Homeowner information had to be entered by hand. Inbound action items had to be read, sorted, and routed by a person. Emails had to be drafted from scratch. Orphan action items, those that arrived without a clear owner, sat in limbo until someone had time to deal with them.

The goal BRIGS had been working toward for years, getting frontline staff to resolve 90% of homeowner inquiries on first contact, remained just out of reach.

"We weren't getting ahead of things. We were falling behind,” said Wolf.

Finding the Right Partner

When the BRIGS team went looking for a new platform, they evaluated several options. What drew them to Vantaca wasn't just the feature set. It was the alignment.

According to Wolf, "Vantaca was the most forward-thinking and like-minded company. Their direction was totally in line with what we wanted to do for our company and our clients."

Wolf saw Vantaca a company that understood the realities of community management, not just in theory, but because they'd built the software around them. And critically, Vantaca was willing to work with BRIGS to design a platform that fit their specific needs. "We actually had input into the software," Wolf recalls. "What you talked about in meetings would come to fruition months or quarters later."

Dan Spatola, Software Specialist at BRIGS, points to the platform's constant evolution as a differentiator. "Vantaca changes constantly. It's always growing, always evolving. Other platforms do what they need to do, but you don't notice enhancements. With Vantaca, we're part of the early release team. We see new things on the horizon constantly."

The relationship extended to HOAi as well. When BRIGS was ready to roll out AI, Vantaca worked alongside them to identify the best use cases for their market and their team, not a one-size-fits-all implementation, but one shaped around how the organization actually works.

The Results

The results of BRIGS' investment in Vantaca and HOAi show up in the numbers, but also how the team works day-to-day.

• Homeowner information requests are now fully automated. Team members send a form, the homeowner fills it out, and HOAi imports the data directly into their account.
• Orphan action items are read, categorized, and routed by HOAi, freeing client services from spending their day on triage.
• Late fee waivers, welcome packages for new owners, and lease renewal processes are all automated end-to-end.

According to Spatola, “From drafting emails manually to just prompting the agent and having to proofread the response, we save countless hours and get information out to homeowners quickly.”

The most meaningful metric for Wolf is the first-touch resolution rate. Prior to HOAi, client services could answer about 65% of homeowner inquiries without escalating to a manager. Today, that number sits at 85% and is still climbing.

Michael Valente, BRIGS’ Senior Vice President, points to a shift in what managers spend their time on. With routine tasks handled by automation, they're getting out to properties more. The work that requires presence, relationship, and judgment has more room to breathe.

"With HOAi, we have freed up time so we can hyper-focus on clients more so than operations,” said Valente”

In 2025, the cumulative impact across client services, management, and accounting came to over 7,000 working hours saved, the equivalent of more than three full-time employees.

HOAi Voice: A Strategic Next Step

BRIGS has HOAi Voice on its roadmap, and they're approaching it the same way they've approached everything else: deliberately.

New England clients, Wolf explains, expect a human touch. "Our clients want a human. They like that we have people who answer the phone." So rather than launching broadly, BRIGS plans to engage a select group of clients for feedback first, asking what they'd like, what they wouldn't, and where they'd be comfortable with AI handling the call.

The use cases are clear: after-hours general inquiries, overflow when staff are occupied, emergency call screening. Voice as a complement to live answering, not a replacement for it.

Spatola is enthusiastic about what voice could unlock. "I love the idea of voice, especially for after-hours calls where homeowners can get information quickly at any time of day. From what I've seen, it's almost indistinguishable."

The Big Picture

For Wolf, the real value of Vantaca and HOAi isn't measured in hours saved, though those matter. It's measured in what the company can now do that it couldn't before.

"There used to be a ratio," he says. "Every time we bring in five new clients, we need to hire a new manager. Now you can bring in five new clients without adding a manager, because the work is automated and more streamlined." That changes everything about how a company grows.

Valente frames the retention dimension just as clearly. When managers have more time, they build stronger client relationships. When client services resolves issues on first contact, homeowners are happier. When automation handles the predictable work, the whole team can focus on the work that actually matters.

For companies still weighing whether to invest in property management-specific AI, Wolf is direct. In a lower-margin business, efficiency isn't optional.

"AI is the newest wave in all industries, but in a lower margin business like ours, it is a tool that is going to help you to be more efficient and more profitable,” said Wolf. "The most important part is that it syncs with Vantaca. Your data is in Vantaca. When that seamlessly rolls into AI, your answers are more accurate and it's just more streamlined. Trying to fit a square peg in a round hole of using an outside AI is not going to be as efficient."