Streamline Service Requests to Create Higher Resident Satisfaction and Increase NOI

In the multifamily world, resident satisfaction isn't just a nice-to-have. It's a critical driver of renewals and, ultimately, your Net Operating Income (NOI). One of the most impactful ways to influence resident satisfaction is through maintenance interactions. When residents experience prompt, efficient service, they're far more likely to renew their lease. Conversely, frustrating maintenance issues can quickly turn a happy resident into a detractor, leading to increased marketing and leasing costs from turnover.

The key to happy residents and healthy NOI lies in streamlining resident-facing maintenance workflows. Imagine a process that takes the friction out of service requests:

• Effortless Request Submission: Residents submit maintenance requests directly through a community app.
• Intelligent Triage: An AI-powered maintenance agent immediately responds, asking clarifying questions to pinpoint the exact problem and then efficiently schedules an appointment.
• Automated Back-End: The AI then creates a work order, assigns the most qualified technician, intelligently orders any necessary parts (checking current inventory to avoid unnecessary purchases), and keeps the resident informed with automated "on the way" notifications.
• Seamless Follow-Up: Once the work is complete, the system automatically requests feedback, ensuring continuous improvement.

This kind of streamlined workflow benefits everyone. Residents receive fast, high-quality service, which is a major factor in their decision to renew. For your property, it significantly reduces the staff time spent manually managing the process, freeing them up for other important tasks. It also helps avoid unnecessary parts orders, contributing to cost savings.

Beyond daily maintenance, consider how you handle make-ready and move-in/move-out inspections. The days of physical make-ready boards and paper checklists are over. Modern solutions allow your site teams to manage make-ready tasks and conduct inspections directly from their smartphones or tablets. They can take photos, add notes, and all information is automatically uploaded and accessible.

Even better, empower residents in the move-in/move-out process. Providing residents with a mobile-friendly checklist and the ability to take and upload photos of their unit's condition at move-in significantly reduces the workload on your site teams. It also helps mitigate potential conflicts over damages at lease end, saving your property time and frustration.

By embracing technology and creating clear, efficient workflows for all resident-facing interactions, especially around maintenance and move-ins/move-outs, you're not just improving their experience; you're actively contributing to higher resident retention and a stronger NOI for your multifamily business.

To learn more about how to drive efficient operations at your property, check out our latest ebook, Smarter Maintenance, Lower Costs: A Comprehensive Guide to Driving Efficiency in Multifamily Facilities Management.