Centana Property Management prides itself on being responsive and attentive to its customers' needs. Having a software platform with built-in, modern communication tools has enabled the team at Centana to respond to current residents, prospective renters, and owners quickly and efficiently, which has resulted in a better customer experience. Cora shares:
“We pride ourselves on being great communicators with our owners and renters. We have a ton of different ways that we can communicate, whether it's through text messaging and emailing through AppFolio, phone calls, social media, or through our AppFolio-built website. We also have an emergency line and a call forwarding line, as well as a business email. We always try really hard to respond immediately. I think that's probably one of the best ways we retain our customers and gain new business relationships.”
In addition to maintaining clear and consistent communication, the online portal enables the team to keep owners informed about the performance and status of their properties without having to make a phone call or schedule a meeting.
“We have some owners that live in different states, different countries, or are constantly in various locations for work. Having the owner portal helps them to stay in touch. They can make online contributions, see reports or invoices, and check on work orders at any time.”
In addition to marketing, AppFolio helps Centana stand out from the competition and make the most of demand when it comes to leasing. With self-service and digital features such as virtual showings and online applications, the team can attract more renters and fill vacancies faster. Cora shares:
“I think the main thing that sets us apart is the fact that we have online applications and virtual tours on our vacancy listings. Every time I've heard feedback from people, that's usually the number one thing they like — that they can do a virtual tour. It helps a lot. They can get the bigger picture of the layout and just more detail than a photo would show.”
Having a fully digital accounting system with on-demand tools for renters like online payments saves the team at Centana almost 10 hours per week and ensures payments are made in full and on time. Cora goes into more detail:
“We have 91% of our renters activated on the online portal and almost all of them pay that way every single month. So just the foot traffic — not having to be in the office for people to make their rent payments and then having to enter them in and run to the bank to make deposits — has saved us about 10 hours a week.”
Centana's biggest priority at the moment is marketing its services and properties to attract new renters and owners. Having an AppFolio-built website means the team is not only able to showcase their differentiated approach to property management but also save time since everything is integrated into AppFolio Property Manager.
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