Abdul Hadi
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Case study · Operations system

A US household management company running on one connected system

In active buildHome advising and household managementUnited StatesMake + Airtable
The client

Structured home advising, for households that want it handled

A US household management company runs the paperwork, maintenance and service calls for its clients' homes. Each new property comes with a stack of documents, a list of home systems to track and a steady stream of requests from texts, emails, calls and the client portal.

The problem

Every home came with paperwork, requests and no single place to put them

  • Onboarding by hand. Folders, records and documents were set up one property at a time.
  • Data locked in PDFs. Mortgage, tax, insurance and inspection details had to be read and typed in.
  • Requests on five channels. Urgent issues could sit in a text thread next to routine ones.
  • Reports built by hand. Savings and home reports were pieced together from scattered sheets.
The system

Every channel flows into one CRM, and work flows back out

IntakeClient portalTextEmailOpenPhoneWeather alertsIntake form
EngineMakescenariosClaudeextract and classify
Source of truthAirtable CRMclients, properties, ticketsOps DashboardAirtable Interface
OutputsDrive foldersClient workbooksHome reportsEmailsSMS alertsVendor dispatch
The workflows

Automations grouped by the job they do

Screenshots from the live Make scenarios. Sensitive values are blurred. Tap any image to enlarge.

01

Onboarding

Onboarding: client and property records, Drive folders and document filing

Property onboarding

TriggerA new intake form response

  1. Create client and property records in Airtable
  2. Build a Google Drive folder set for the property
  3. Download and file each document: mortgage statement, inspection report, tax bill, insurance, utility bills
  4. Send a branded welcome email
TallyMakeAirtableGoogle DriveGmail

Client workbook builder

TriggerProperty ready for a workbook

  1. Copy a Google Sheets template for the client
  2. Write utility and maintenance values into the workbook
  3. Run an Apps Script build step
  4. Score the property and save the CE score back
MakeGoogle SheetsApps ScriptAirtable
02

Document AI

Document intelligence: Drive files read by Claude, parsed and saved

Document intelligence

TriggerA property record is created

  1. Pull each filed document from Drive
  2. Send it to Claude to extract mortgage, inspection, tax, insurance, HOA and utility data
  3. Parse the JSON and update the property record
  4. Create home system and finding records, with retries when a call fails
MakeGoogle DriveClaudeAirtable

Inspection findings classification

TriggerNew findings from an inspection

  1. Read prompt data from Google Sheets
  2. Claude classifies each finding and estimates pricing
  3. Create the classified records in Airtable
MakeGoogle SheetsClaudeAirtable
03

Ticket triage and dispatch

Inbound SMS triage with keyword check, Claude tiering and fallback

Inbound SMS triage

TriggerA text arrives on the business line

  1. Match the sender to a known vendor or client
  2. Run a fast keyword check for urgent words
  3. Claude classifies the request into a tier
  4. Create the Tier 0 or Tier 1 ticket and text the on call staff
  5. Fall back to a safe default ticket when Claude fails
OpenPhoneMakeClaudeAirtable

Vendor arrival confirmation

TriggerA vendor checks in on site

  1. Webhook receives the arrival
  2. Find the open ticket in Airtable
  3. Mark the arrival as confirmed
  4. Text the client that help is on site
MakeAirtableOpenPhone

Follow up ticket automation

TriggerFollow Up Ready is set to Yes

  1. Create a Tier 2 follow up service ticket
  2. Clear the Emergency Referral Sent At field
Airtable automations
04

Reports and savings

Home report generation

TriggerA report is requested for a property

  1. Gather maintenance tasks, findings, reviews and home scores
  2. Turn them into CSV data
  3. Call an Apps Script to build the report
  4. Update the property record with the result
MakeAirtableApps ScriptGoogle Drive

Savings calculator

TriggerProperty data is complete

  1. Pull curated savings from Airtable
  2. Calculate landscaping, cleaning and water savings through Google Sheets
  3. Aggregate everything into the property record
MakeAirtableGoogle Sheets
05

Client comms

Monthly maintenance email written by Claude

Monthly maintenance email

TriggerA monthly schedule

  1. Search for overdue maintenance tasks per client
  2. Claude writes a personal email body from the task list
  3. Send it from Gmail
MakeAirtableClaudeGmail
What it does

Less typing, faster triage, a team that sees everything

The system is in active build and already runs on the client's real data. Screenshots show workflow structure only, with client details removed.

  • New properties set up themselves. Records, folders and filed documents are ready once the form is in.
  • Documents become data. Claude reads the paperwork and fills the property record.
  • Urgent requests surface first. Every message is tiered and the on call team is alerted by text.
  • Reports on demand. Savings, workbooks and home reports build from the same CRM.
Built with
MakeAirtableClaudeGoogle DriveGoogle SheetsGmailOpenPhoneApps ScriptTally
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