The company knew more than its systems did.
Plan Konstruktion Invest develops, builds, and manages residential and commercial property in western Germany. Its experienced staff knew how every contract, project, and tenant relationship worked, and almost none of it was written down anywhere a system could reach.
At a glance
- Same-day routine replies Recurring requests no longer wait behind urgent work.
- Review-ready drafts Owners check a prepared response instead of starting from scratch.
- Shared operating knowledge Correct answers no longer depend on who is in the office.
Senior people spent their week on routine correspondence.
The same questions arrived from clients, tenants, and partners every week. Answering one correctly meant searching inboxes and shared drives, or asking whichever colleague happened to remember, and the genuinely urgent cases queued behind that routine work.
A shared knowledge base, then workflows built on it.
Contract playbooks, project and asset records, vendor details, and approved correspondence moved into one system the whole business uses. Incoming requests are now sorted, checked against company policy and the relevant record, and drafted for review in the firm’s own wording. Anything that does not fit goes to a named person with the context already gathered.
Senior time moved to the exceptions.
Routine replies now leave the same working day. Most requests reach whoever owns them as a draft to check rather than a task to start, and a correct answer no longer depends on which colleague is in the office.
Client perspective
“We wanted our experienced people spending their time on judgement, not on writing the same letter for the fortieth time.”