Customer Story
RST & Associates: Powering Performance With Technology
RST & Associates
Established: 1980
Location: Los Angeles, CA
Portfolio: Multifamily, Single-Family, Commercial
Units Under Management: 5,000+
Previous Solution: Yardi Genesis II
Why AppFolio:
RST & Associates oversees thousands of units and sought a system that could streamline their workflows and support long-term scalability. With AppFolio, they centralized operations, reduced manual processes, and empowered teams to work more efficiently while delivering a higher-quality experience to both residents and owners.
93%
78%
40%
“Our partnership with AppFolio actually feels like a true partnership. With automation and accountability in place, we plan to double our units in the next five years while keeping a lean team.”
We spoke with Craig Tice, COO of RST & Associates, to explore how RST is providing faster service, increasing accuracy, enhancing resident and owner satisfaction, and positioning the company for scalable growth with AppFolio.
Can you share a bit about your background and what led you into property management?
“I’ve been in real estate operations and property management for more than two decades. Over the years, I’ve had the opportunity to manage both multifamily and commercial properties and lead teams through growth and different technology transitions.
What’s always motivated me is the challenge of making things more efficient. I’m drawn to finding better ways to manage complex portfolios and creating smoother processes for both owners and residents.
Today, as the COO at RST & Associates, I manage our daily operations — everything from unit turns and inspections to resident communication and vendor management. I work closely with our CFO, along with our maintenance team and teams across departments, to keep things running the way they need to.”
What can you tell us about RST & Associates and what sets your company apart?
“RST & Associates operates in Los Angeles County, managing properties across Santa Monica, Culver City, Inglewood, Hawthorne, Venice, Burbank, and Studio City. Since joining RST in 2017, we’ve guided the business through a lot of modernization, including implementing new technology and more automated processes. One of our biggest milestones was transitioning from our previous solution to AppFolio, which really modernized our entire company and set us up for scalable growth.
What sets RST apart is our reputation. We’ve built a strong brand without any advertising, with all our growth being word of mouth. Our CFO brings deep industry insight through her work on the state’s real estate compliance board, and our long-standing relationships reflect the trust clients have in us.
I’m passionate about creating systems that make work easier and help our team operate efficiently and accurately. That’s what performance means to me: meeting the goals and expectations of our clients with integrity. When we see strong year-to-year property performance, positive client feedback, and high retention for both clients and teams, that tells me we’re operating at the level we should be.”
Can you share an overview of your business?
“We manage about 5,000 units, including roughly 440 multifamily and single-family properties and around 65 commercial properties. Our corporate team includes 25 team members who support more than 85 onsite managers and building employees across departments like property supervision, leasing, accounts payable and receivable, and evictions and collections.
Our portfolio grew from 3,700 to 5,000 units after acquiring a company that had been in business for more than 40 years. All of our properties are running on AppFolio, which keeps our operations consistent, streamlined, and performing the way they need to.”
“Before AppFolio, we relied on 6 disconnected systems. Now, centralized processes for maintenance, payments, reporting, and communication help us operate efficiently and maintain the transparent, dependable service our long-term clients expect.”
What were operations like before AppFolio, and what ultimately led you to make the switch?
“Before AppFolio, we were on an older provider and relied on a patchwork of tools, such as DocuSign, Zipform, Zendesk, Airtable, Matterport, Google Drive, Rently, RentSpree, and Payzigo. Everything was fragmented and overly manual, which slowed growth, added overhead, and made delegation difficult. Bank reconciliations, invoices, and approvals required multiple spreadsheets, and communication often happened outside the system.
What convinced RST to partner with AppFolio was their willingness to build solutions that directly addressed our needs. We were able to see key workflows fully built and functional (something other providers only promised to consider), which gave us full confidence it was the right move.”
“There was no question we were heading toward AppFolio after that demo. We were really impressed that the team was able to build this specific process and show us that it worked before we even closed the deal.”
What Real Performance Looks LikeHow was the transition to AppFolio for your team, and what role did Balanced Asset Solutions (BAS) and AppFolio play in the process?
“AppFolio Stack™ Solution Partner, Balanced Asset Solutions, handled the full implementation alongside AppFolio, migrating 68,000 documents and building workflows, dashboards, automations, and templates. The transition was smooth, with minor issues quickly resolved.
Compared to the 12+ system changes I’ve experienced, this was by far the easiest. BAS and AppFolio simplified every step, met deadlines, communicated clearly, and made the process feel like a true partnership.”
Since Switching to AppFolio, how has It impacted your performance and operations?
“Switching to AppFolio has simplified every workflow, from maintenance to reporting. Tasks are faster, more accurate, and easier to manage, while automated processes like bank reconciliations and invoice handling free up leadership time.
With the AppFolio Plus tier, we’re able to handle more across the business without adding extra staff, giving our team the time and tools to perform at their best. Centralizing operations in one system ensures data consistency, so our team can make confident decisions, track every action, and quickly respond to resident requests. From work orders to budget preparation, having all information at our fingertips has fundamentally improved efficiency and overall business performance across every department.”
“All of our operations are centralized in AppFolio’s performance platform, eliminating syncing errors. We’ve saved 40+ hours monthly, cut invoice turnaround time by 50%, and automated bank reconciliations completely.”
How does RST & Associates use AppFolio to enhance the experience for both residents and owners?
“With AppFolio, residents have a single portal to pay rent, submit requests, sign leases, and communicate, while owners receive streamlined financials and real-time reports. Feedback has been overwhelmingly positive; owners appreciate easy access to statements and data, and residents like seeing payment histories without waiting for a response.
By automating reports, using global search, and simplifying communication, we’re able to deliver faster, more consistent service. AppFolio saves time across the business, letting our teams focus on quality, which keeps clients, residents, and everyone happier.”
How has RST’s partnership with AppFolio supported your business, and what does it mean for your future growth?
“Our partnership with AppFolio has given leadership the confidence to step back while maintaining visibility and control. Processes are streamlined, reducing fire drills and allowing the team to focus on growth.
Unlike other vendors, AppFolio’s approach feels like a true partnership. We’re not just a number, and the team continues to evolve features that make our work easier without extra costs. With these systems in place, we plan to double our managed units to 10,000 within five years while maintaining a lean team, gradually stepping back from daily operations and focusing on strategy. The combination of automation, accountability, and strong partnerships has positioned RST for sustainable, long-term success.”
Now that AppFolio is fully integrated into your operations, what has it given you more time for?
“AppFolio has given me and my business partner more time to spend with friends and family while still staying connected to day-to-day operations and the properties we manage.
Our goal three years ago was to find a system that could eliminate as many ‘buckets’ of data as possible to improve efficiency and transparency, and AppFolio was a home run.
This efficiency also helps prepare us for the next step, gradually stepping back from the business as we approach retirement.”
COO, RST & Associates, 5,000+ Units
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