Growing a business from the ground up is no easy task. But by having AppFolio Property Manager in place from the start, ONE Family Property Services was able to level up rapidly and with ease.
“We quickly recognized that property management was something we needed to add to our suite of services for homeowners as well as for renters and buyers, so we decided to open ONE Family Property Services. Today we have 235 properties. I have never had a moment in property management without AppFolio, and I am grateful for that.”
Even in the middle of an expansive growth period, the team at ONE Family Property Services never lost sight of their ultimate goal: delivering exceptional experiences for owners and residents. During this critical and incredibly busy time, they not only maintained their customer service, but also received awards for it.
“We are ingrained in our community here. People know who we are. Everything we do has a ripple effect, so our customer service is everything. People are absolutely willing to pay for service: They have a higher expectation once they do, but I’m happy to give that to them. We are always in training, always honing our systems and looking at how we can do things better and easier for all of our customers. To get voted the best property management company in the Destin area for our first full year in operation was amazing.”
By leveraging AppFolio Property Manager’s fully integrated and modern marketing tools — including professional website creation — ONE Family Property Services is always able to put their best foot forward. In addition, with active and available listings automatically fed into their website, they’re able to deliver on prospects’ needs and take other burdens off their small but committed team.
“Our website is beautiful. It was as easy as clicking a button to get a continuous listings feed on our website, which makes it much easier to navigate. We love that customers can go on and apply right then and there. From a fair housing standpoint, it really takes the burden off of the individual agent or staff member, which reduces our liability.”
No matter a portfolio’s size or type, maintenance operations are among the most complex to streamline. However, by leveraging online and automated maintenance workflows and payment processes, ONE Family Property Services was able to completely revolutionize and improve their maintenance approach.
“Maintenance work order management and billing have been the biggest areas of improvement. We were able to clean up 75% of our outstanding work orders just by identifying them properly, instead of going one by one.”
With three property managers overseeing 235 single-family rentals over five counties, Jacqui’s priority is making sure her team is able to focus on business-critical tasks like delivering stellar customer experiences and onboarding more owners. To do so, they depend on AppFolio to help streamline complex workflows and processes so they can operate at the top of their game.
“AppFolio has thought about workflow issues before we’ve had them. By streamlining processes and not duplicating efforts, it’s easy to do more in the same amount of time. We have three property managers meeting with seven to ten new homeowners per week and achieving a 90% conversion rate.”
Building a community of happy owners and residents is the ultimate goal for ONE Family Property Services, and implementing online portals has been a key part of boosting satisfaction. With online, safe, and secure self-service tools, residents are able to submit timely payments, and owners can receive payments faster and check on performance status with the click of a button.
“Online portals make owner payments very easy, and the ability to provide different reports for different owners is so important. By making it easy for residents to pay on time and online, we’ve reduced many issues for everyone — and when we reduce issues, we increase happiness.”
Even with the accelerated rates of new business, ONE Family Property Services isn’t looking to grow just for the sake of growth. Instead, Jacqui wants to future-proof the business by adopting a scalable, sustainable business model that never sacrifices on quality or relationships.
“I want to continue to focus on the customer service and processes that we put into place to allow ONE Family Property Services to grow the way it needs to grow, in ways we can handle. I don’t want to be so big that we lose our human touch and what makes us special.”
Shortly after Jacqui’s husband retired from the Air Force in 2016, she got her real estate license and they moved back home to Destin, Florida. With AppFolio Property Manager helping to run and grow ONE Family Property Services, Jacqui is able to not just provide exceptional real estate and property management services for her hometown community, but she’s also able to better support Destin’s military families, too.
“We have a very strong military base of sellers, renters, and homeowners here. There are programs like Active Duty Passive Income, which helps military folks learn how to turn a VA loan home purchase into a rental as they go from location to location. We’re happy to be a part of that service for our military community.”
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ONE Family Property Services manages over 235 properties in Destin, Florida. See how their team delivers exceptional customer experiences with the help of AppFolio Property Manager.
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