How Elevation builds successful relationships through efficient maintenance

Managing multiple property types across Northwest isn’t a small feat. Elevation has over 800 units ranging from A to C class apartments, mixed use, multi-family residential, single family homes, and duplexes. On any given day, they can receive multiple requests from residents at any of the properties they manage, but they can’t be everywhere at once. Needless to say, they needed a better maintenance tool that could be there for residents whenever issues arose — no matter the time of day.
AppFolio Smart Maintenance is designed to intelligently manage and respond to all maintenance requests your property receives. As soon as a resident submits a maintenance request, they receive an immediate response within minutes to follow up and determine the urgency of the issue from AppFolio. From there, Smart Maintenance can diagnose and troubleshoot the issue to get to the root of the problem, and resolve it by getting the right maintenance team member to fix it.
This has been a lifesaver for Mike and his team, because residents are now empowered with troubleshooting and triage questions from Smart Maintenance accurately, so no one from Mike’s team needs to step in.
“When Smart Maintenance was rolled out, it took away a lot of the troubleshooting our techs had to be on-site for, and reduced the number of after-hour calls.”

In today’s digital world, your maintenance software has to be ready to go and mobile, just like the residents who will use it. Smart Maintenance responds to service requests the same way they are received — via text, phone, or online portal — giving residents the flexibility to communicate on their terms. From there, requests receive an immediate response to follow up and determine the urgency of the issue. A work order is then created, giving the whole team instant visibility. That’s been a game changer for Mike and his team.
“Being available for residents as soon as they put in a request is the greatest thing we can offer. We mostly do things in-house and I play the role of maintenance supervisor and coordinator. I work with our techs on a day-to-day basis and look at work orders that come in daily. Because everything is integrated into AppFolio Property Manager, anyone is able to access and review work orders and transcripts in order to provide a seamless maintenance workflow without any disruptions. It’s a great asset.”

Elevation wants to be known as more than your regular property management company. They’re here to stand out from the competition and with AppFolio Property Manager, they’re able to do just that. What drives Mike in his day-to-day work is knowing that the tools and programs they have in place are making a difference for their residents and even prospects, too. “The thing I love about being in the property management industry is being able to help someone look for a place to live, because you’re playing a very important and vital role in their life.”
Taking care of both employees and residents is Elevation’s number one goal and so they’ve been able to roll out a new initiative called C.A.R.E. — committed, attentive, responsive, and engaged. With this initiative, they’re able to show their commitment not only to residents, but to their community, neighbors, and owners; they’re able to be attentive to everyone’s needs; they’re able to be responsive to all inquiries in a timely manner; and they’re able to be engaged and most importantly involved in the lives of those who trust them.
“We manage everything from A-class to C-class and we want to provide the same service to our residents no matter where they live. A lot of the reviews that we have are focused around the fact that we do deliver on that promise and a lot of that is with the help of AppFolio.”