Connected tenant CRM, lease renewals, maintenance, and landlord reporting

Client Overview

Company Name

Pinnacle Properties Group

Company Address

14 Portland Square, Bristol, BS2 8ST, England.

Industry Details

Commercial and residential property management, leasing, and asset management for retail units, office space, and residential blocks across the South West.

Entity Size

Around 60 employees including leasing agents, property managers, facilities coordinators, and finance staff.

Product/Solutions Implemented

Dynamics 365 Sales, integrated with a custom tenant portal for web and mobile.

Duration of Project

5 months.

Pinnacle Properties Group logo

Pinnacle Properties Group manages leasing, maintenance, and landlord reporting across a portfolio of more than 180 commercial and residential properties. Before this engagement, tenant enquiries, lease negotiations, and maintenance requests were tracked across email inboxes, a shared spreadsheet, and a third-party helpdesk tool that did not talk to any of them. By implementing Dynamics 365 Sales as the central CRM, connected to a purpose-built tenant portal, Pinnacle now manages the full tenant and landlord relationship from initial enquiry through to lease renewal and maintenance resolution in one place.

Pinnacle Properties Group manages leasing, maintenance, and landlord reporting across a mixed portfolio of more than 180 commercial and residential properties.

Real Estate - ERP + CRMDynamics 365 SalesTenant Portal
Pinnacle Properties Group Dynamics 365 Sales case study

A commercial and residential property management business delivering leasing, facilities management, and asset management services across a diverse real estate portfolio.

The Challenge

  • Tenant enquiries arrived through phone, email, and web forms, then had to be manually re-entered into a shared spreadsheet.
  • Lease renewal dates were tracked in a separate calendar maintained by one property manager, creating missed reminders when that person was unavailable.
  • Maintenance requests came in by phone or email, were logged on paper job sheets, and were then re-keyed into a contractor system.
  • Landlord reporting was compiled manually each quarter from three different spreadsheets, often creating inconsistencies.
  • There was no tenant self-service option, so every small request generated a manual phone call or email.
  • Sales pipeline visibility for new lettings was poor, making it difficult to forecast void periods or letting income.

Our Solution

CRM and Tenant Relationship Management

  • Dynamics 365 Sales was deployed as the single system of record for every tenant, landlord, and prospective tenant relationship.
  • Enquiries from the website, phone, and email are captured directly into Dynamics 365 as leads and assigned to the correct leasing agent.
  • Lease records, renewal dates, and negotiation history are held against each tenant and property record.
  • Automated renewal reminders trigger 180, 90, and 30 days ahead of lease expiry, with escalation if no action is logged.
  • A custom tenant portal lets tenants raise maintenance requests, view lease documents, and check open query status.

Maintenance, Reporting, and Pipeline Visibility

  • Maintenance cases are tracked in Dynamics 365 from submission through to contractor completion.
  • Property managers can see open, in-progress, and resolved cases across the full portfolio from a single dashboard.
  • Landlord reporting is generated directly from Dynamics 365 data for accurate quarterly updates on occupancy, rent collection, and maintenance activity.
  • The letting pipeline is managed as a Dynamics 365 sales process covering enquiries, viewings, offers, and completions.
  • Forecast void periods are calculated automatically from lease expiry and pipeline data.

The Impact

Pinnacle brought tenant relationship management, lease tracking, maintenance coordination, landlord reporting, and letting pipeline visibility into one connected Dynamics 365 environment.

0%

Reduction in Missed Lease Renewals

Automated renewal alerts removed reliance on a single manually maintained calendar.

0%

Tenant Requests Handled via Self-Service

Maintenance and document requests now route through the tenant portal without staff intervention.

0+

Properties Under Unified Management

The full portfolio is now managed from a single CRM and reporting environment.


We were managing relationships with over a thousand tenants and forty landlords out of inboxes. Nobody could tell you, without twenty minutes of digging, where a lease negotiation actually stood. Now our leasing team can see the whole pipeline on one screen.

Priya Anand
Head of Asset Management
Pinnacle Properties Group

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