We know that simultaneously growing your property management business, helping your teams do their best work, keeping up with ever-changing owner expectations, and fulfilling nonstop resident demands can be unbelievably challenging. Without the right tools in place, it can feel nearly impossible. This webinar features AppFolio Property Manager product experts Sean Forster and Laura Rhoads as they discover how you really can do it all when you supercharge your resident communication strategy by using AI, automation, and other innovations to get renters the info they need and deliver an outstanding experience, every time.

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Supercharge
your resident
communications
Using technology to deliver
an outstanding experience

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Where are you
joining us
from today?

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Before we get started
To submit a question at any time, please use the Q&A Zoom window
Polls help us provide more value during the session - we hope you’ll answer them
The recording & slides from today’s webinar will be shared later via email
Stay on for a live Q&A session at the end of the presentation

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Lead Product Marketing Manager
AppFolio
Sean Forster
Presenter
Staff Product Manager
AppFolio
Laura Rhoads
Presenter

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How would you rate
your prospect &
resident
communications?
Poll

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National survey helped reveal what residents
want and expect from property management
2022 U.S. Resident
Motivations Report

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Proactive
communication
Prompt maintenance
issue resolution
Response times to
questions/concerns
What residents value more now than ever before

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Communication is the
foundation for exceptional
resident experiences

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Source: Ullamcorper Vehicula Dolor Pharetra Dapibus

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Property managers felt they
were communicating effectively
84%
Only a little more than one-third of
residents felt communication was effective
38%
Property managers and residents didn’t
agree on communication efficacy

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There’s still a lot of room
for improvement today

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Atlanta resident feedback
2022 Resident Motivations Report by AppFolio
“Put in a complaint and
didn’t hear back for weeks.”

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“Poor communication,
lack of empathy and care.”
San Francisco resident feedback
2022 Resident Motivations Report by AppFolio

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“The support after the lease
signature has been very poor.”
Miami resident feedback
2022 Resident Motivations Report by AppFolio

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Source: Ullamcorper Vehicula Dolor Pharetra Dapibus
Top challenges
for PMs:
2022 vs. 2021

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Leah Cuffy
Research analyst, National Apartment Association
“Property management staff
are just really feeling
burnt out right now.”

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When it comes to
communication, the right
approach can make
all the difference

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Optimize the
lease-to-lead process
to make a great first
impression
Support residents
with omnichannel
communication
Deliver exceptional
communication
experiences
01
02
03
Supercharge
your resident
communications
Using technology to deliver
an outstanding experience

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Optimize the
lease-to-lead
process
Photo by Alena Darmel from Pexels
01

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You only get one chance at
a positive first impression

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Source: Ullamcorper Vehicula Dolor Pharetra Dapibus
Define and track exactly how, when,
and why you communicate with
prospects and residents.
Coordinated
Communication
Strategy

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Understand which channels best generate leads
that result in move-ins.
Drive inbound interest through polished listings
complete with photos, videos, amenities,
engaging descriptions, and interactive elements.
Modern marketing

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Capture prospect information once, and keep
track of ongoing leasing interactions, all in a
centralized location.
Digital guest cards

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Source: Ullamcorper Vehicula Dolor Pharetra Dapibus
Accommodate prospects’ needs
and make units available for them
any time day or night, plus capture
data-backed insights.
Virtual showings
& tours

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Reduce the back-and-forth communication
delays that come with manual application and
screening processes by digitizing them.
Online applications
& tenant screening

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Leverage
omnichannel
communication
02

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How do you prefer to
communicate with
residents today?
Poll

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Stacy Holden
Industry principal and director, AppFolio
“To be competitive, you need to
meet prospects and residents
where they’re at, when they’re
ready to ask questions.”

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Jay Baer
New York Times bestselling author
Expert on customer service
“Customer service today is
oriented around being:
quick, clear, and kind.”

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Leverage systems that allow your team to send
both individual and mass texts and emails.
Text & email
communication

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“My landlord has responded to all of
my concerns immediately.”
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National resident feedback
2022 Resident Motivations Report by AppFolio

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Source: Ullamcorper Vehicula Dolor Pharetra Dapibus
Empower residents with a one-stop-shop tool
that provides access to information and
communication they need, plus reduce one-off
questions and communication for teams.
Self-service online
resident portals

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What best describes
your experience with
online portals today?
Poll

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Phone call
Conversations that are
more complicated or
personal
Text message
Quick and simple updates
or confirmations
Email
Official confirmations or
conversation
documentation
Self-service portal
Resident-initiated
communications and/or
transactions
Face-to-face
Personal, difficult, or
relationship-building
conversations
There’s a time and a place for
each communication method
Physical Advertising
Non-urgent or supplemental
communications with broad
interest

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Deliver
exceptional
communication
experiences
03

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Source: Ullamcorper Vehicula Dolor Pharetra Dapibus
Communicate on more personal levels
to help residents feel more valued.
Be more human

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“There was clear communication
during the move-in process, plus
the staff were friendly.”
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National resident feedback
2022 Resident Motivations Report by AppFolio

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“They treated me with compassion
when I needed it.”
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National resident feedback
2022 Resident Motivations Report by AppFolio

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Faster communication is almost always better.
And remember: No response is a response.
Focus on speed

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Empowering your
team to focus on what
matters Then This
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Leverage systems that allow your team to focus
on the more meaningful and higher-value work
that they’re uniquely qualified for.
Supercharge teams
with AI & automation

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Nearly all Millennial employees would be
willing to automate parts of their job
93%
Bonus: Your employees want
to automate manual tasks

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There’s a lot of
opportunity to
streamline
processes
Where PMs can streamline the marketing and leasing process, by age group

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Automate the most critical communication points
Follow-ups with
leads and prospects
Pre-move-in
welcome messages
Quarterly & annual
resident satisfaction
surveys
01 02 03
Lease renewals
04

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Optimize the
lease-to-lead process
to make a great first
impression
Support residents
with omnichannel
communication
Deliver exceptional
communication
experiences
01
02
03
Supercharge
your resident
communications
Using technology to deliver
an outstanding experience

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Want to learn more
about how AppFolio
can help supercharge
your resident
communications?
Poll

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Ask us anything.
47
Questions?

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2022 © AppFolio, Inc. Confidential
Thank you