Logitics main template

P L A Y B I G G E R .
Logistics Onboarding Guide

2
Why This is Important
Proprietary & Confidential, Entera Technology,
LLC
The purpose of this document is to teach you, a new logistics associate, how to be successful

A. Logistics Team: Overview
B. Move Out Photos
C. Inspections
D. Inefficiencies and Opportunities
E. Appendix
F. Resources
LLC
3

4
Deal Lifecycle
LLC
Acquisitions Negotiations
Find deals Make deals Close deals
Transactions/Logistics
The Logistics Team is at the end of Entera’s deal lifecycle

5
Responsibilities
LLC
Logistics
Move Out Photos
Inspection
You have two main responsibilities: schedule inspections and source move out photos

6
LLC
Contract Execution
Schedule Inspection Close Date
Timeline
Request Photos
Receive Photos
~5 days ~2 days
~34 days
~1 day
Inspection Date
~7 days

7
Skills
LLC
Skills you will use and develop
Software
03
● Microsoft Excel
● Dropbox
● Entera CRM
● Gmail
Organization
02
● How to organize a Microsoft Excel report
● How to organize email
Communication
01
● How to communicate through email
● How to communicate over the phone
● How to communicate timely
● How to resolve conflicts
Software
04 Attention to Detail
● How to evaluate move out photos
● How to read HOA documents

B. Move Out Photos
C. Inspections
E. Appendix
F. Resources
LLC
8

What Are Inspections
An inspection is an evaluation of a property conducted by a licensed inspector.
The inspection allows the buyer to know about any major or minor issues with
the house they intend to buy. The inspection includes an examination of:
● Grounds
● Exterior Surfaces
● Windows, Doors and Wood Trim
● Roof
● Attic, Basement
● Interior Rooms, Bathrooms, Kitchen
● HVAC, Electrical Plumbing

Inspections Diagram
Coordinate with the seller agent and inspector to schedule inspections
You
Seller Agent
Inspector
Property

Hudson Homes
Invitation Homes
BLVD
First Key Homes
LLC
11
Clients

How to Schedule Inspections: Hudson Homes
Download DD Item Status Report
Generate a Microsoft Excel spreadsheet
1. Login to Entera CRM
2. Select All > Reports
3. Select DD Item Status NEW >
Actions> Export
4. Press the download link to create an
excel file on your computer

Format DD Item Status Report
Format report to show a specific client and market
5. Color the top row
6. Apply a filter to the top row
7. Select the downwards arrow next
to the Buyer Contract and select
Hudson SFR Property Holdings
8. Select the downwards arrow next
to MSA and select your designated
market (e.g. Houston, Dallas,
Phoenix…)
9. This process filters the excel to
display only the properties you have
been assigned

Understanding DD Item Status Report
Important columns and your responsibility
● Close Date: The day the deal funds and records. This is the final day of the property in our system.
● Due Diligence End: The end of the due diligence period
● Closing Name: Property address
● Buyer Contract Name: Client
● MSA: Market city
● Product Type: Status of the property listing
● State of Closing: Status of the deal
● Contract Execution Date: The day the contract is signed by all needed parties

Understanding DD Item Status Report
Important columns and your responsibility
● Access Requested Date: When the “Requesting Access” email is sent to the listing agent
● Access Information: How to access the home ( e.g. combo lockbox, SUPRA, agent provides access…)
● Access Requested By: Who sent the “Requesting Access” email
● Occupancy Status: Who lives in the home (e.g. owner, tenant , vacant…)
● Inspection Date: The day and time of the inspection
● Inspection Confirmation Date: The day the inspection is confirmed by all parties
● Inspection Scheduled: The day the inspection is scheduled
● Service Type: The type of inspection scheduled

Your Goal
Populate important cells before due diligence end
10. Your responsibility is to turn blank cells into filled
cells before the Due Diligence End

Request Access
Send the “Requesting Access” email to the listing agent
11. Identify the properties with blank cells to the right of
cell H
12. Copy the address from Closing Name
13. In the Entera CRM, navigate to the Closings page
14. Paste the address
15. Select the option where State of Closing is
“Closing: Diligence Period”

Request Access
16. Press Contact Information
17. Copy the listing agent’s email address
18. Press Emails > Compose Email
19. Paste the agent’s email in To:
20. Copy the Reply To: email and paste it in CC:
21. Select Options > Templates > “Market Name -
Requesting Access”
22. Press Send

Request Access
23. Select Actions > Edit > Diligence Period
24. Change Occupancy Status to “Owner Occupied”
as a placeholder until the true status is confirmed
25. In Access Information , enter “Rqstd”
26. In Access Requested By, enter your name
27. Press Save

B. Move Out Photos
C. Inspections
E. Appendix
F. Resources
LLC
20

What Are Move Out Photos
Move out photos are interior and exterior pictures of a property. Since our buyers
are corporations without immediate access to the homes, they need pictures to
prove that the home is vacant.

How To Source Move Out Photos
Transfer photos from the seller to the client by closing day
You
Seller
Client

23
General Process Timeline
LLC
Send Congratulations
Letter (Ask for Photos)
Agent Confirms Receipt Send Agent Dropbox Link
to Upload Photos
Agent Uploads Photos
0-1 Day 1-2 Days
2-4 Days
Send Photos to Buyer

24
Time Breakdown
LLC

25
Equation for Photos
LLC
3 Emails 1 Phone
Call/Text
Photos

Download MO Photo Report
Format MO Photo Report
Send Congrats Letter
Agent Agrees To Take Photos
Agent Questions Request
Agent Does Not Agree to Take Photos
Field Tech
Virtuance
Create a Draft
Closing Day
LLC
26
Step-By-Step

1. Login to Entera CRM
2. Select Productivity > Reports
3. Select MO Photo Report >
Actions> Export
4. Press the download link to create an
excel file on your computer
Generate a Microsoft Excel spreadsheet

How to Source Move Out Photos
● M/O Photos Date: The day that move out photos are sent to the buyer
● M/O Photos Source: Who is taking the photos (e.g. agent, private vendor)
● Close Date: The last day to submit the move out photos
● Closing Name: Property address
● Buyer Contract Name: Client name
● MSA: Market City
● State of Closing: Status of the contract
● Access Information: How to access the property
● Congrats Letter Sent By: Entera employee who sends out the congratulations letter to seller’s agent
● Congrats Letter Sent Date: The day that congratulations letter is sent
Understand what the report columns mean

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
29
Step-By-Step

1. Open the MO Photo Report excel file
2. Make columns bigger
3. Color the top row
4. Place lines to differentiate between
closing days
Format the report to better organize closings for the week

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
31
Step-By-Step

Send Congrats Letters
1. Identify missing cells under
Congrats Letter Sent Date
2. Copy the Closing Name
3. Paste in Address field of CRM
4. Select the property with State of
Closing as “Closing:Sale Pending”
Identify the properties that need congrats letters sent

5. Contact Information > Copy Listing
Agent Email
7. Select Compose Email
8. Paste the agent’s email in To:
9. Copy Reply To: and paste in CC:
Prepare the email correspondence

10. Identify the client on Primary
Information > Account
11. Select Compose Email
12. Select Options > Templates
13. Select the appropriate template using
“Client Name - Congrats Letter” (e.g. IH-
Congrats Letter, Hudson - Congrats Letter)
14. Press Send
Send the email using the correct template

15. Follow up on the email to get the listing
agent to confirm receipt
16. Go to CRM > Actions>Edit>Diligence
Period
17. Update Congrats Letter Sent Date
with today’s date
18. Update Congrats Letter Sent By: with
your name
19. Update M/O Photo Source with “Rqstd
Agent + Today’s Date”
20. Press Save
Update the CRM

21. Repeat the previous steps for all properties with missing congratulations letters.
Send congratulations letters at least a week ahead of closing to give the agents courtesy

After the congratulations letter is sent to the listing agent, you can expect several different scenarios:
Agent Agrees to Take Photos
Congrats Letter Sent

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
38
Step-By-Step

The agent responds to the congrats email with an understanding and/or cooperative tone
1. The agent should respond within 1-2
business days

2. Go to the Entera dropbox:
https://www.dropbox.com/home
3. Select the appropriate client (Account)
4. Select the appropriate market
(City/State)
5. Select “ Market Name + MO Photos”
6. Select Create > Folder
7. Enter the complete property address
from the CRM
8. Press Create
Create a dropbox folder

9. Select “⋯“ > Request Files
10. In Title, enter the complete property
address from the CRM
11. Press Create
12. Copy the shareable link
13. Reply to the agent’s email
14. Select your dropbox template
15. Personalize the email
16. Paste the dropbox link
17. Copy and paste the photo requirements
from the congratulations email
18. Send the email
Send the dropbox folder to the agent so they can upload photos

19. Go to the property CRM
20. Select Actions > Edit
21. Navigate to Diligence Period
22. In M/O Photo Source, Change “ Rqstd
Agent” to “Dropbox Sent + Today’s Date”
23. Press Save
Update the CRM M/O Photo Source.

24. Go to the property CRM
25. Navigate to Contact Information
26. Copy the Listing Agent Phone
27. Go to 8x8
28. Call the agent using the phone number
29. Kindly confirm that the agent
understands the photo request and how to
use the dropbox link - use scripts
30. Update the M/O Photo Source to say
“Agent uploading prior to COE-verbal”
31. After the agent uploads the photos,
create a draft of the photo approval email
Get verbal confirmation that the agent understands the photo request

32. If the agent doesn’t answer the phone,
then text them using 8x8
33. Kindly confirm that the agent
understands the photo request and how to
use the dropbox link - use scripts
“Agent uploading prior to COE - text”
35. After the agent uploads the photos,
Get text confirmation that the agent understands the photo request

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
45
Step-By-Step

The agent responds to the congrats email with a questioning or conflicting tone
1. Agents question the photo request
because it is not their contractual
responsibility to take photos

How to respond to an agent who questions the photo request
2. Respond to an agent’s confusion with: “I realize the request may seem a little out of the ordinary, but both the
buyer and our brokerage are located in Texas. We generally enjoy great cooperation with the agents we work with
and would sincerely appreciate your help with the photos as they are necessary to close. They also fulfill the vacancy
clause in the contract. Can we count on your help to get this transaction closed as soon as possible? Please let me
know as soon as you can.”
Agent Agrees to Take Photos Agent Does Not Agree to Take Photos
Agent’s Response

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
48
Step-By-Step

Field Tech
Agent Does Not Agree
Virtuance
You have two options to source the photos

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
50
Step-By-Step

Field Tech
Field techs are contractual employees who take photos when requested
1. Go to the property page in the CRM
2. Copy the Reply To: in CC:
3. In Templates, select IH 3rd Part
Move Out Photo Request
4. Paste the email of the field tech
needed depending on the correct
market. Use Field Techs
5. Next to Access Information, write
in ALL CAPS how the field tech
accesses the property using access
the information from the Diligence
Period tab
6. Press Send

Field Tech
Field techs are contractual employees who take photos when requested
7. Find the email sent to the field tech
8. Respond to the email asking for
confirmation
“Rqstd Field Tech + Today’s Date”
9. When confirmation is provided, send the
field tech a dropbox link
“Field Tech Uploading Prior to COE”
11.Record the transaction in billing
12.When the field tech uploads photos,
13. If the field tech declines the request,
then your only option is to schedule a
virtuance request

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
53
Step-By-Step

Virtuance
Virtuance is a professional photography company
1. Confirm the property’s vacancy and
access information by calling the
listing agent
2. We do this so the virtuance
photographers are able to get into
the property and successfully take
photos

Virtuance
Schedule the virtuance photoshoot
1. Login to Virtuance using Entera
credentials
2. Enter address information
3. Select the $149.00 option
4. In Notes for Photographer, enter
the photo details from the
congratulations email
5. In selecting the Date Range, make
the end date at least 2 days before
closing.
6. Enter Lock Box Code, Lock Box
Location, Gate Code (If
Necessary), and Homeowner Email
Address
7. Submit the request

Virtuance
Schedule the virtuance photoshoot
10. Update M/O Photo Photo Source with
“Virtuance Rqstd + Today’s Date”
11. Be mindful of the expected arrival day
and time of the photos, which are sent in
an email by Virtuance

Virtuance
Download and upload virtuance photos
12. When the photos are ready, you will
receive an email from Virtuance with a
download link (.zip). Download the file to
your computer
13. Extract the photos into a separate folder
on your desktop
14. Upload the photos into the appropriate
dropbox folder
15. Record the transaction in billing
16. Create a draft of the photo approval
email

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
58
Step-By-Step

Create a Draft
Prepare a draft of the photo approval email. This typically occurs 1-3 days before closing
1. Now that the photos have been uploaded to the
dropbox, you need to create a draft of the photo
approval email
2. Go to the property’s CRM
3. Copy and paste the Reply To into CC:
4. Populate To: with the appropriate client contacts
provided by supervisor
5. Select Templates and choose the appropriate option
based on the client using “Client Name - Move Out
Photos” (e.g. Hudson - Move Out Photos, IH - Move Out
Photos)
6. Go to the dropbox folder
7. Select Share > Create Link > Copy Link
8. Put your cursor to the right of “Photo Link:”
9. Go to the email and select
10. Paste the dropbox url and enter “MOP” in Text to
Display
11. Press Save Draft
12. Select Actions > Edit > Diligence Period
13. Change M/O Photo Source to “ Photo Source (Agent,
Field Tech,Virtuance) ; saved in draft”
14. Press Save

Field Tech
Virtuance
Create a Draft
Closing Day
LLC
60
Step-By-Step

Closing Day
The property is closing today and it’s time to send photos to the buyer for approval
1. Every day, properties close and there are new
pictures to send. You’ve grabbed your coffee,
sat down at your desk, and downloaded and
formatted the daily report
2. Identify the properties that read “Closing:
Clear to Close” under State of Closing.
These are confirmed to close today
3. Enter the property address into the Entera
CRM
4. Select the email draft you created earlier in
the week
5. Confirm the recipients and photos for
accuracy
6. Press Send

Closing Day
The property is closing today and it’s time to send photos to the buyer for approval.
7. Check for this email to confirm that photos have
been sent for approval ------------------------------------->
8. Repeat this process for all properties that are
“Clear to Close” on closing day
9. The clients will respond to the email either
approving or rejecting the photos. To ensure
approval, know what good and bad photos look like

B. Move Out Photos
C. Inspections
E. Appendix
F. Resources
LLC
63

Inefficiencies and Opportunities
1. Replace the Microsoft Excel report with a built-in report in the CRM that
allows immediate edit and updates.
2. Address search functionality integrated with individual address pages

3. Auto-populate or dropdown menu for the the To: input
4. Supply of field techs in every market to minimize virtuance payments and
photo delays
5. Image analytics to check photos and decipher acceptable vs rejected

6. Automatically populate the CC: field with the Reply To: field

9.
Problem: Having to type the status of move out photos 3-4 times in a cycle
Solution: Create a dropdown
10. Automate the congrats letters

12. Agents we work with are frustrated that they have to communicate with so
many different people. They don’t get responses and emails get left hanging. “I
don’t know who to talk to anymore, I’ve been in contact with 7-8 people at this
point”
Solution: Everyone has access to 1 email that the agent sees / communicates with
(ALIAS).

13. Finds a way to get the agent to confirm receipt AKA acknowledge the congrats letter without having to
send a 2nd email stating: “Please Confirm Receipt”
Solution: Button
14. Find a better way to confirm the key location, because most of the time they don’t send it. I see this
being a problem for when the buyers have to enter the home.
Solution: “Key Location” input that the clients can access in their CRM portal
15. Knowing when the agents upload the photos.
Solution: Instead of dropbox, create an in -house, cloud-based, system where agents can upload their
photos. In the interface, allow the agent to change status from “no photos” to “uploaded”.Give logistics
team access to this status.

16.
Problem: We are sending out too many different emails to the listing agent, which confuses the agent. We
need to find a way to easily reflect the status of the deal to the agent.
Solution: “Status” dashboard that gets updated to show the timeline of the deal - specifically for the listing
agent and title company to view

17. Problem: Escrow / title aren’t funding the deal on time . At least 1-2 calls a day asking
about the wire transfer. Is the problem that the buyer is not communicating the approval on
time? Do we need to send move out photos earlier? Do we need a faster way to
communicate move out photos and get approval faster?
18. Opportunity: Survey past listing agents to better understand how we can offer a better
experience.
19. Automate the send out process once the photos are in draft.
20. In the approval emails we send out, have two buttons: approved vs rejected. Instead of
the buyer responding “approved” or “reject, need____” ever time, they can interact with the
button, which automatically updates to the CRM

B. Move Out Photos
C. Inspections
E. Appendix
F. Resources
LLC
72

73
Email Organization
LLC
Filtering Emails
1. Open Gmail and select the downwards arrow next to the search bar:
1. Populate the From and To fields with the sender’s address that you want to filter, and press Create Filter:
Appendix

74
LLC
3. Select Apply the label > New label to create the folder that the emails get directed to. Use intuitive naming:
4. Confirm that the following boxes are checked and press Create Filter
Gmail Organization
Appendix

75
LLC
5. Creating filters is an ongoing process that changes with clients. Continue creating new filters to effectively
manage the high volume of emails your receive on a daily basis. This is what a filtered inbox looks like:
Gmail Organization
Appendix

76
LLC
Email Templates
Appendix
1. Templates automate the email
sending process
2. Create templates for common
responses and predictable emails
3. See email templates here:
Templates

77
LLC
Photos That Won’t Get Approved
Appendix
Bulk Items in Garage Blurry

78
LLC
Appendix
Finger Covering Camera POD or Storage Unit

79
LLC
Appendix
Trash in Front Yard

B. Move Out Photos
C. Inspections
E. Appendix
F. Resources
LLC
80

Resources
LLC
81
Contacts
Field Techs
Hudson Team Roster
IH Team Roster
FKH Team Roster
Templates
Call & Text
Emails
Software
Virtuance Login
Entera Dropbox
Process
Expense Sheet

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