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Introduction

Client Overview 

The client is an intermediate-sized property management firm with residential and mixed-use homes in several locations. As they continued to grow their property portfolio, the issues of tenant management, lease management, and maintenance management started to grow more complicated. The company required a scalable system that would be able to help it grow and retain the satisfaction of tenants. 

Key context: 

  • Deals with hundreds of active tenants and recurrent leases. 
  • Orchestrates internal teams and third-party vendors in maintenance. 
  • Makes regular contact with tenants and rentals. 

Problems & Challenges

Business Challenges 

Most tenant lifecycle activities in the company were done through emails, spreadsheets, and manual tracking. Workable at the beginning of operation, these methods had produced operational blind spots as volume rose. 

The major challenges were: 

  • Inadequate tracking of lease renewals manually resulted in missed and delayed lease renewals. 
  • Requested maintenance that is lost or missed in email chains. 
  • A major problem with the slow response times affecting tenant satisfaction. 
  • Skipped payments of rent, leading to being late. 
  • Poor insight into tenant lifecycle and service performance. 
  • Delayed communication and service gaps are increasing the churn rate of tenants. 

Project Objectives 

It aimed at modernizing the tenant lifecycle management without interfering with the day-to-day operations. The client desired automation at the relevant points most, but desired to make the experience basic to the tenants and staff. 

Objectives were to: 

  • Concentrate all tenant information and communications. 
  • Automate lease renewals and notifications of tenants. 
  • Automate the process of handling maintenance requests. 
  • Enhance tenant retention and satisfaction. 
  • Less manual operations work. 

Solution

Solution Overview 

AnavClouds Software Solutions has deployed a custom Salesforce-based solution that is customized to be applied in a property management workflow. The solution was focused on the integration of automation, self-service, and real-time visibility in one platform. 

Solution Highlights 

The implementation encompassed a number of components that were aimed at dealing with operational bottlenecks. 

Custom Tenant Portal 

  • Ability of tenants to post and monitor maintenance requests. 
  • Gave access to lease information and renewal schedule. 
  • Sent processed messages and news. 

Automated Lease Renewal Workflows 

  • Triggered renewal alerts well before lease expiration 
  • Fewer missed renewals with automation follow-ups. 
  • Overall, simplified consent from property managers. 

Maintenance Ticket Maintenance 

  • Unify all the maintenance requests within Salesforce. 
  • Automated assignment to suppliers or the in-house team. 
  • Better prioritization and tracking responses. 

Automated Rent Collection Reminders 

  • Late payments were minimized by using scheduled reminders. 
  • Reduced manual emails and follow-ups. 

Dashboards and Reporting 

  • Live data on renewals, maintenance service level agreements, and involvement of tenants. 
  • Increased transparency of proactive decision-making. 

Results 

The Salesforce automation brought about quantifiable operational and business gains. 

Key outcomes included: 

  • 25% increase in retention of tenants. 
  • 70 % reduction in maintenance response time. 
  • Complete computerized rent payment reminders. 
  • Massive decrease in manual tracking and follow-ups. 
  • Enhanced transparency in tenant lifecycle activities. 

Business Impact 

The client made the tenant operations more streamlined and visible, thus changing the way things operated. The response to maintenance was faster, and communication with the tenants was more proactive, which enhanced their trust, whereas automation decreased overheads in operations and facilitated scalability. 

Conclusion 

In adopting a customized Salesforce solution, the property management company was able to automate the tenant lifecycle processes. The outcome was increased retention of tenants, increased service delivery, and a decrease in manual efforts. AnavClouds Software Solutions provided a future-proof platform that is scalable and has sustained the streamlined operations and enhanced tenant experiences. 

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