How Elevation builds successful relationships through efficient maintenance
Elevation Real Estate and Management
Established: 2017
Location: Springdale, AR
Portfolio: Mixed Portfolio of Single,
Multifamily, and Commercial Properties
Elevation Real Estate and Management may be composed of a small team, but the work and level of service they provide to their residents is of great value. That’s why when they needed a more robust maintenance solution to support their properties throughout the Northwest, they turned to AppFolio Smart Maintenance. We sat down with Mike Fazio, Regional Manager, for a deep dive on how AppFolio Property Manager and the latest maintenance innovation allows them to continue providing the quality of service they’re known for and expand their reach.
Units managed
850+
Technicians save on troubleshooting monthly
60 hours
“AppFolio is by far the most user friendly system
I’ve used throughout my years in property management. There’s so much functionality that allows you to do it all!”
More bandwidth to support residents
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.”
Mike takes pride in being able to help not only his residents, but those he supervises and the Elevation team at-large. It was a no-brainer for them to implement a maintenance management tool with automation that saves everyone time and money.
Being no stranger to automation and AI, they also utilize Lisa the AI leasing assistant to provide personalized responses on their behalf to prospective residents. When asked what he would say to those concerned with using AI technology, he says, “Don’t be afraid. It has more functionality than one would normally perceive.”
“The reason why Smart Maintenance works so well for my team is because it takes the lead by doing a process of elimination on what could be the issue, leaving [the team] time to get straight to work right away.”
Communication on their terms
“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.”
“With the time savings, we’re able to do things like preventive maintenance, organizing, and cleaning — all the things you normally don’t have time to do because you’re always chasing down the next maintenance request.”
The C.A.R.E. that residents deserve
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.”
Space for more potential
What powers Elevation day-to-day is the reassurance that they have a true technology partner, and not just another piece of software to add to their stack. Elevation makes the most of this partnership to simplify processes and eliminate inefficiencies so they have space for more in their business and can grow.
“AppFolio has allowed us to see a path forward; a path towards growth. Knowing that we have these tools and foundations in place, it’s allowed us to feel like we’re headed in the right direction. One of the potential opportunities for us to grow would double our size in units and spread us out throughout more of Arkansas and possibly even across state lines. A big area we’ve noticed in our maintenance flow is how much drive time our techs spend. Tools like Smart Maintenance have helped us work out the logistics in terms of which properties we’ll need to staff. If they don’t have to drive out to take care of something that Smart Maintenance is able to troubleshoot and handle, that’s a huge savings for us.”
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