How The Charming Concept shortened resolution times from 7 to 3.5 days

About The Charming Concept

Founded in 2017, The Charming Concept manages over 230 tourist properties in Madrid. As their portfolio grew, they recognised the need for a solution to maintain operational excellence, ensure control, and prevent delays or communication breakdowns from affecting guest experience and property owner trust.

Managing such a vast operation efficiently required an innovative approach to maintenance and cleaning processes.

The challenges

Lack of operational visibility

• With an increasing workload, fragmented data and the absence of key performance metrics made it difficult to track maintenance and cleaning efficiency.

• The inability to access real-time updates created delays in resolving issues, impacting both property owners and guests.

Scalability and control

• As operations expanded, The Charming Concept needed a centralised and automated system to manage maintenance tasks efficiently.

• Without an integrated solution, ensuring consistency and meeting service standards across all properties became increasingly challenging.

An automated approach to short-term rental maintenance.

Infraspeak provided The Charming Concept with the digital transformation they needed, automating workflows and significantly reducing resolution times from 7 days to just 3.5 days.

The centralisation of maintenance data improved transparency with property owners and ensured preventive maintenance compliance reached an impressive 96%.

By leveraging real-time updates and tailored training, Infraspeak enabled a smooth and error-free transition to digital maintenance management. As a result, The Charming Concept now completes 100% of planned work orders on time, successfully resolving nearly 6,000 tasks with improved accuracy and efficiency.

Transparency and efficiency improvements not only strengthened trust but also enhanced guest satisfaction. These operational gains contributed to a nearly twofold increase in revenue from Q1 to Q3 in 2024 year-over-year.

Looking ahead, The Charming Concept aims to expand the use of Infraspeak beyond maintenance, integrating it with other operational areas to create a fully connected and efficient property management ecosystem.