Quiet intelligence for customer care

AI assistant that organises issues, communication and deadlines — tracing every case so nothing gets missed.

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Right now, customer care runs on goodwill and gut instinct.

Cases live in inboxes, group chats and shared spreadsheets. Updates get lost between site managers and contractors. Homeowners chase, deadlines slip, and the team carries the stress.

Scattered
I can't tell you the status without ringing three people.

The original report's in WhatsApp, the photos in email, the contractor instruction in a spreadsheet, and the resolution in someone's head.

Reactive
We find out we breached when the homeowner complains.

By the time a deadline surfaces on a report, it's already past — and so is the trust you'd built with the homeowner.

Untraceable
We keep treating symptoms instead of causes.

Without structured data you can't see that 14 of the last 20 cases were the same boiler valve — so you can't fix it at the source.

Meet Tracie

A helpful colleague — not another system to manage.

Tracie meets each person where they already are — homeowners on WhatsApp, your team in one shared tray, contractors on their phone. The judgement calls stay with the people who should be making them.

Homeowner

“Hi Tracie — the boiler isn't working.”

No portal logins, no phone trees. Tracie picks up the WhatsApp message, asks the right follow-ups, and tells the homeowner exactly what's happening — every step of the way.

  1. 1
    Understands the issue instantly

    Pulls the property, prior history and likely cause from the very first message.

  2. 2
    Resolves the simple ones on the spot

    Shares manuals, troubleshooting steps and how-to videos — closing the easy 30% before they ever reach the team.

  3. 3
    Keeps them quietly informed

    Confirms receipt, shares ETAs, and notifies on every update. No more “any news?” messages.

Customer care team

A workspace that thinks one step ahead.

Cases arrive structured, prioritised, and pre-briefed. The next action is always obvious — assign, schedule, escalate or close.

  1. 1
    Structured cases, automatically

    Photos, history, location, vulnerable occupants, plot warranty status — all attached before you open the ticket.

  2. 2
    SLA radar, not SLA report

    Tracie watches every clock and flags risk early — not after the breach. Filter the in tray by “at risk” with one click.

  3. 3
    Pattern detection

    Surfaces recurring defects across plots and developments so QA can fix the root cause, not the next ticket.

Contractor

Walk in fully briefed. Sign off cleanly.

Contractors open the job and see exactly what they need — no chasing the office, no second visits because the part wasn't ordered.

  1. 1
    Smart scheduling

    Tracie suggests time slots and coordinates access directly with the homeowner over WhatsApp.

  2. 2
    Complete job brief

    Address, contacts, photos, history, likely cause and recommended remediation — all on one screen.

  3. 3
    Pre-completion checklist

    Required photos and evidence before sign-off. No more chasing contractors for proof of work after the fact.

What you'll start to see.

Typical changes across the first 90 days. Calmer days, fewer chase-ups, a team that actually closes its in-tray.

−60%

Less admin

Hours per case that used to go to chasing, copying and re-typing.

−50%

Fewer SLA breaches

NHQB deadlines flagged days early, not after they've passed.

3×

Faster first response

Acknowledgement and triage in minutes, not hours — day or night.

9/10

Homeowners satisfied

Updates land before they have to ask. No more “any news?” chasing.

“We've spent years building software for property teams. Customer care was always the part nobody had built for properly — the messages, the chasing, the slipped deadlines. Tracie is what we wished existed.”

— The Tracie founding team

Common questions.

How do homeowners reach Tracie?

Day-to-day on WhatsApp — the number you give them for their plot, no app to install. For homeowners who'd rather see everything in one place, there's also a private portal where they can track open issues, view their warranty record and find manuals.

Does Tracie ever message homeowners without us seeing it?

No. Tracie drafts. Your team edits and sends. Nothing leaves without a human.

Who owns the data?

You do. UK-hosted, full export on request, no lock-in.

How long does it take to roll out?

A first site is typically live in 2–3 weeks. We onboard alongside your team, not at them.

See all questions →

See Tracie on a real case.

20 minutes. We walk you through how a live customer care issue moves from WhatsApp to sign-off — using your own scenario.

Book a demo → See how it works
How it works Book a demo