Case Study — PEAKMADE
106 knowledge gaps found. 99.7% accuracy. 30 days.
How PeakMade deployed HIO across 17,000+ units and turned information chaos into operational intelligence.
CLIENT OVERVIEW
Who PeakMade Is
One of the largest third-party operators in the U.S., managing a distributed workforce across hundreds of properties and three asset classes.
FOUNDED
January 2011
UNITS
17,000+ Under Management
TYPE
Mixed Owner/Operator
EMPLOYEES
900+
ASSET CLASSES
Multifamily · Student · Affordable
HQ
Atlanta, GA
THE PROBLEM
Knowledge was everywhere. Answers were nowhere.
PeakMade's leadership recognized a compounding operational strain: thousands of policies, procedures, and forms scattered across hundreds of SharePoint folders. When a leasing agent in Texas needed an answer, they dug through folders, called a supervisor, or guessed. With 900+ employees, high turnover, and limited training bandwidth, the same questions were being asked — and answered inconsistently — hundreds of times a week. Every new hire reset the clock. Every policy update got lost in the noise.
THE SOLUTION
HIO deployed Scout — a governed AI assistant trained on PeakMade's actual documentation.
What HIO built
-
Ingested PeakMade's entire SharePoint structure — policies, forms, FAQs, and SOPs — directly from their environment
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Deployed "Scout," a white-labeled HIO assistant branded for PeakMade's team
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Made Scout accessible on desktop and mobile via existing communication channels (Teams, webchat)
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Every answer cites its source document — no black-box responses
What made it different
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Trained on PeakMade's documentation, not generic multifamily content
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Guardrails built in — policy-compliant answers only
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Full admin visibility into what employees are asking and what Scout is telling them
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When Scout says "I don't know," it surfaces the gap to leadership so they can fix it
30-DAT RESULTS
Numbers At A Glance
From deployment to measurable impact — here's what happened.
KNOWLEDGE BASE
3800+
Documents synced to knowledge base
537
Unique documents cited
101
Knowledge gaps identified
USAGE
7,200+
Queries per month
2,400+
Messages in 30 days
70.43%
Of properties actively using Scout
90
Unique job titles asking questions
THE SOLUTION
HIO deployed Scout — a governed AI assistant trained on PeakMade's actual documentation.
Most AI tools fail silently. HIO turns failure into improvement.
In the first month, PeakMade identified 106 instances of missing, contradicting, or outdated information — not because something broke, but because HIO surfaced them. Every time Scout couldn't answer a question, it flagged the gap for administrators through HIO's Model Studio. Leadership could see exactly what their teams were asking that the knowledge base couldn't answer — and fix it.
66%
of adjustments → addition, revision, or replacement of source documentation
34%
of adjustments → HIO agent tuning
"We were drowning in Slack messages and emails. HIO gave us 30 hours a week back per regional manager—time we now spend on actual property issues."
Regional Director
Multi-Family Portfolio (450+ units)
"The ability to instantly clone our best practices across new acquisitions is a game-changer. New properties are productive on day one."
VP Operations
Hospitality Group (23 properties)
"HIO scales with us. We've grown 300% and our operational efficiency has actually improved. One source of truth, infinite applications."
Founder
Property Management Company (150+ doors)
Impact Summary
01
Centralized Knowledge Ingestion
Scout was trained on PeakMade's SharePoint structure, ingesting policies, forms, and FAQs directly from their environment. No manual upload. No rip-and-replace.
02
99.7% Non-Hallucination Rate
Outperforming generic copilots and search-based tools, with guardrails that ensure policy-compliant answers and full source citation.
03
Compounding Intelligence
Every question asked makes HIO smarter. Every gap identified makes the knowledge base stronger. The system improves with use — not just with updates.
See what 30 days looks like for your portfolio.
PeakMade went from scattered SharePoint folders to governed operational intelligence in a month. Your team can too.
99.7% accuracy · 3,800+ documents ingested · Live in 30 days