How leading German FM, WISAG, fixed job intake across 14,200+ properties with askporter

When you manage 14,200+ properties across five countries with 60,000 employees, the speed of a job often comes down to one thing: whether the information arrives upfront. This was the challenge for one of Germany's biggest FMs, WISAG.

That was the theme of a session at PropTech Connect Europe 2026, where Louise O'Mahony, Programme Manager at askporter, and Lena Kronich, Product & Project Manager for Digitalisation & Innovation at WISAG, walked through a partnership that began as a single-office pilot in Frankfurt and is now part of every new WISAG contract.

The problem: information in pieces

WISAG's FM operation worked. Calls and emails got jobs done. But every job started with the same friction: an occupant reported an issue, the report arrived incomplete, and someone had to call back with follow-up questions before anything could be assigned.

"Every piece of information was a round trip for us," Lena explained. Where exactly is the leak? How urgent is it? Who needs to attend? Each missing detail meant another call and another delay before work could start.

Across thousands of sites, that back-and-forth was the biggest barrier to scaling service quality.

The solution: Ellie, askporter's AI-powered helpdesk

askporter's answer was Ellie, the AI-powered helpdesk in askporter Operations. Ellie asks clarifying questions as soon as an occupant reports an issue, and in one conversation captures what the problem is, where it is, how urgent it is and what's needed to fix it.

Occupants don't get follow-up calls. WISAG gets a fully specified job from the first interaction, so teams can act straight away.

"Ellie can map the information, prioritise the task, and our employees know exactly what to do and when to be where," said Lena.

The results

The scale today:

• 14,200+ properties managed through askporter
• 8,000 active users across WISAG staff
• 350,000 tasks triaged and handled by Ellie

From pilot to scale

The rollout was deliberately phased:

• 2021, pilot: a six-month trial in one Frankfurt office, covering maintenance issues such as HVAC, leaking pipes, lifts and toilets. End-user feedback was strong enough to expand.
• Expansion: ten more WISAG clients came on board. The platform was shared across divisions and sales teams, and improved continuously based on feedback.
• 2022 to today, scaling: use cases grew beyond maintenance into cleaning, gardening and catering. askporter is now included in every new WISAG contract as a key differentiator.
• 2027, full migration (goal): all legacy clients, assets and issues tracked in one place.

A real example: the puddle

Lena shared a scenario anyone in FM will recognise. An occupant walks into a room and spots a puddle.

Before askporter: the occupant calls someone, maybe WISAG, maybe the building owner. The information passes between people before it reaches the right team. Time is lost and the problem may get worse.

Now, using askporter: the occupant scans a QR code in the room and starts a chat with Ellie. They take a photo, say where they are, and Ellie asks for anything else it needs, prioritises the task and routes it to the right team, all in one interaction. The puddle is dealt with before it becomes a bigger problem.

Both the client and WISAG can see the service, open tickets and SLA compliance in real time.

More than a maintenance solution

Different WISAG divisions use askporter in different ways:

• Cleaning: askporter acts as the asset management platform, handling check-ins, check-outs and proof of service. It's also integrated with WISAG's cleaning robots, so robots and staff coordinate through Ellie.
• Maintenance: askporter sits between WISAG's existing CAFM system and end users, so staff keep their underlying workflow.
• Catering: QR codes in meeting rooms let people report empty drinks stations or other issues directly to Ellie.
• Fleet management (coming soon): a new Info Agent will let staff ask Ellie about vehicle policies, accident procedures and more, drawing on both structured fields and documents stored against asset records.

What this means for FM providers

• Start with intake. WISAG's friction sat at the start of each job, not in how jobs were managed. Fixing intake improved everything downstream.
• Integrate rather than replace. askporter works alongside WISAG's CAFM, adding a communication layer that makes existing data more useful.
• Phase the rollout. One office and one use case first, then deliberate expansion. That's what made it stick across 14,200+ properties.

See it in your operation

Want to see how askporter could work across your sites? Book a demo.