Lead Management Strategies at Archstone - Donald Davidoff

Slide 1: Lead Management at

Slide 2: Outline • Internet Leads • Phone Leads • Beyond the initial lead

Slide 3: Challenges • Significant % of leads go unanswered or poorly answered • Need a system that is truly robust – Doesn’t rely solely on training and BP discipline – Scales to 200 communities – Provides actionable data to “close the loop” • Provide positive prospect experience

Slide 4: Lead Management System (LMS) • Every lead from ILS, aa.com • Initial auto-response • Integration with guest cards in PMS • Human phone or email follow-up • Close the loop to reward/re-direct behavior • Platform for future expansion (e.g. call center leads)

Slide 5: LMS Integration

Slide 6: Simple Worklist

Slide 7: Easy to Respond

Slide 8: Integral Part of Comp

Slide 9: Phone Leads • Managed through MRI (PMS) • Onsite “binders” (essentially tickler files) • Call center integration

Slide 10: eBlitz Existing Prospects 100% Move–in Satisfaction Guaranteed Online Lease Flexible Overall Brand 2 Lease Terms No Security Deposit 1 1-Day Service Guarantee Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 eBlitzes are sent every Thursday – beginning within one week of the prospect creating a guest card ¹ Alternate “Great Location” message sends to AZ, CA, WA prospects ² Alternate “Instant Approval” message sends to NY prospects

Slide 11: Lead Management Tools • Auto-responders • Email templates • Sales training & job aids • Secret shoppers (in-house or 3rd party) • Tracking systems • Reward & recognition systems • Renewals

Slide 12: Questions