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Answering Services
Who We Serve
About
"Peace of Mind."
My name is Tom Robertson.
I am the Director of Engineering Operations at Kidder Matthews.
Kidder Matthews is one of the largest independent commercial real estate firms on the West Coast, managing nearly 900 properties across multiple states. As Director of Engineering Operations, Tom Robertson’s team is responsible for keeping those buildings safe, comfortable, and functional—day and night.
Like many growing real estate companies, their needs had outgrown their old systems.
Managing after-hours calls had become a weak spot, and the stakes were too high to ignore.
the problem
“The biggest piece that we were missing was our after-hours answering.”
With hundreds of buildings and tenants across time zones, emergencies don’t follow a 9-to-5 schedule.
Kidder Matthews’ property teams were stretched thin trying to keep up with late-night and weekend calls.
Their old provider had worked “alright” back when the company was smaller, but the scale and complexity of their operation had changed.
In commercial real estate, the wrong missed call can mean disaster. Research shows:
Water damage claims average over $11,000
Fire damage claims average over $35,000
It wasn’t just about answering the phone.
Tom’s team had no way to review calls or provide feedback when things didn’t go perfectly. Without a call portal, they were essentially operating blind.
This was a problem because they had:
No ability to coach their own engineers
No quick way to verify what was said
No structured process for improving call handling
how ambs call center solves the puzzle
“With Ambs Call Center, we have that portal”
The switch to Ambs Call Center solved those challenges overnight.
They created a closed feedback loop where mistakes weren’t dead ends.
Instead, they became opportunities to improve.
Now, calls are logged and accessible immediately. Tom’s team can:
Listen back to calls when a hiccup occurs
Spot training opportunities for their team
Give feedback to Ambs' operators when needed
What sealed the deal for Tom was seeing the Ambs Call Center portal in action.
This was crucial for a company that regularly adds or removes buildings from its portfolio.
Unlike other answering services, Ambs Call Center gave them the power to update, in real-time:
Staff list
Directory Lookup
Property Listings
What could have been a months-long project elsewhere only required a couple of hours of internal work. Numbers, users, and properties moved over cleanly, and the system was up and running with almost no friction.
Another factor that made the process painless was the support behind it.
Instead of being left to figure things out, Kidder Matthews had guidance from Ambs' Implementation Coordinators every step of the way.
This made it clear that they weren’t just getting a new portal—they were gaining a partner that wanted them to succeed.
The ripple effects went beyond answering calls.
With Ambs Call Center handling after-hours reliably, Kidder Matthews was able to restructure its property management team to work more efficiently during the day.
That reorganization saved the company a considerable amount of money.
But also opened the door to new opportunities.
Tom is now even exploring daytime call handling using Ambs Call Center, with the potential to drive even more savings and efficiency!
One moment sealed Tom’s confidence in choosing Ambs Call Center.
During a “he-said-she-said” situation, he pulled up a call recording to check what really happened.
What he heard impressed him:
The Ambs Call Center agent had stayed calm, gathered every detail, and even managed to identify the correct property without the caller providing an address.
She narrowed it from 800 buildings...
Down to the right one.
That's the level of attention and care Ambs gives your callers.
For him, the biggest outcome was not flashy dashboards or big cost savings (though those mattered).
It was knowing that every call—whether a broken pipe, a fire alarm, or an urgent tenant request—would be handled the right way, every time.
And right now, their callers are taken care of by Ambs Call Center.
That leaves Thomas and the team at Kidder Matthews to focus on their core job focus...
Without worrying about losing out on business.
Want our worry-free answering service for your company?
Choose a Worry-Free Answering Service!
Onboarding is quick and easy—most clients are fully set up in under 5 business days! When you're ready, just follow our simple three-step process below.
Stop Missing Calls Now.
Choose Ambs Call Center.
When you work with us, you can be sure that the experience you receive is always tailored by and for your business' needs.
