How Hamptons Property Services Saved Hundreds of Back-Office Hours and Scaled to 30K Services Annually

A Specialized Business Model that Outgrew Rigid Systems

Hamptons Property Services (HPS) wants every vacation homeowner to spend more time relaxing and less time worrying about anything that might distract from that. 

Whether owners are home or away, the business is trusted to keep properties in pristine condition. The team coordinates routine maintenance, improvement projects, and vendor work across everything from significant, major renovations to simply having the pool cleaned. That breadth is central to their customer promise: Rather than asking homeowners to juggle dozens of details themselves, HPS can take care of everything they might need.

However, as business grew, the team went from handling a few properties to over a hundred, and from a handful of services to thousands.

As Paul Tanner, Co-Founder of Hamptons Property Services, explains, they adopted a basic service application to help. Yet as the business grew, that system also limited the team. Paul and his employees needed a tool that could go beyond storing customer records and handle high-volume jobs, support unusual workflows, and capture different information for different services.

One specific area their old setup struggled with was the annual estimate process. Each year, Hamptons Property Services creates an estimate for every customer that itemizes routine maintenance services, pricing, and frequency, giving each homeowner a detailed roadmap for what will happen at their property, when it will happen, and how much it will cost.

Before Salesforce, that plan depended on a single spreadsheet. While the sheet itself was sophisticated, it was also unwieldy, Tanner adds. Information had to be translated into jobs, and all of the time-intensive, manual work required posed the risk of mistakes being made. As the business added more customers and more services, it was clear they’d outgrown this process — it was sucking up time that would be better used elsewhere.

Those processes were also limiting the business’s growth. While the team was expanding, they wanted new hires to be revenue-generating property managers — not back-office staff stuck managing spreadsheets. It became clear they needed a system that could automate the manual work behind their service model. That way, the team could spend more time making customers' lives easier and growing the business where it made sense.

Turning Annual Planning, Signatures, and Job Creation into a Connected Workflow

Salesforce gave Hamptons Property Services the tools and flexibility to automate its back office. During the search for a new tool, Salesforce stood out from other options because it could be customized to fit all the different services the company offered, instead of forcing the team to work around the software.

Today, custom-built automations on Salesforce are saving the team at Hamptons Property Services hundreds of hours every year.

As just one example, the annual estimate process that relied on a complicated spreadsheet is now built around Salesforce’s opportunity capability, which can easily capture all the key information across all the different services the company offers. Once the annual estimate is prepared, the team uses the Conga integration to issue the estimate and capture the customer’s digital signature. With a signature secured, Salesforce Flow then automatically creates the related jobs, so the services listed in the estimate are immediately reflected in the system.

No more manually juggling customers, services, details, and spreadsheets for the team. Instead, they have a consistent, quick, and accurate way to handle their most important annual workflow.

For the team, the difference was felt almost immediately, giving them time back to help customers or grow into new services. Customer response rates went up — with the automated process and integration with Conga making it easier for clients to review and approve work.

Additionally, vendor coordination has been transformed through Salesforce. While an in-house team of property managers handles property reviews and quality control, the company works with around 150 subcontractors every year. To manage those external partners, the internal team generates work orders from Salesforce data, uses Conga to compile PDF documents, and emails those work orders to vendors. By automating the vendor coordination process, each job immediately reflects the vendor assignment, pricing arrangement, property details, and instructions needed to get the work done.

This approach is helping property managers capture and reuse information that used to be much harder to keep on top of. For example, when a property manager meets an HVAC technician for annual AC maintenance, they have to capture details about the equipment. In the old system, that information could end up handwritten on a piece of paper, and potentially not make it back into the database. Now, the team can capture those updates electronically, and Salesforce Flow uses it to update work orders automatically.

Working with a Salesforce solutions partner, getting all of these new processes set up took less than four months. Tanner describes adoption as being very smooth, with Salesforce’s browser-based app an intuitive experience for his team.

The most challenging part was testing out the new customizations — a big lift for a small business — but the payoff was worth it. Today, they have a system that reliably saves time as the business continues to build its offering in new areas like fuel delivery or waste disposal.

A Platform That can Keep Adapting Alongside the Business

Hamptons Property Services has spent 15 years building its business, learning its market, and establishing the systems and processes needed to serve customers well. Now, with that foundation in place, its next goal is to surpass 250 customers in the next few years.

Salesforce will help the company grow into that ambition by providing a flexible way to add new services. As the team adds new categories, each brings slightly different needs. Garbage collection, fuel delivery, AC maintenance, landscaping, and property rental support require different information, vendor instructions, and workflows. With Salesforce, the company can keep adapting its system as its service mix expands. Without it, costs would have risen and customer attrition may have increased, explains Tanner.

For a company with a mission to give homeowners time back and peace of mind, internal operations matter the most. Clearer and faster estimates, smoother work orders, easier updates, and more flexible data capture helps the entire team deliver on that promise.

For Hamptons Property Services’ customers, that means more time to enjoy their vacation — goodbye paperwork, hello poolside relaxation.

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