The document outlines AppFolio's Maintenance Contact Center (MCC), which provides 24/7 support for maintenance requests through trained agents available in English and Spanish. It highlights the benefits of the service, including cost savings and peace of mind, as well as the pricing model of $1 per unit, per month. The MCC aims to streamline maintenance requests and enhance tenant satisfaction by managing issues directly in the AppFolio system.

1. 2016 © AppFolio, Inc. Confidential.
Maintenance
Contact
Center
February 2016
Continuing Education
Webinar
Welcome!

2. 2016 © AppFolio, Inc. Confidential.
Details
Team: Isabelle Meyer Stapf, Juan Ramirez, Paul Manuse,
Samuel Mustain, Katie Rudolph, Todd Smith
Time: Approximately 1 hr
Recording: Webinar is being recorded
Follow-Up: Email and blog.appfolio.com

3. 2016 © AppFolio, Inc. Confidential.
Agenda
Maintenance Contact Center Overview
Live Demonstration
Closing

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Overview

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Ever Had a Maintenance Call When…
2:00 AM On Vacation Big Event

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Why We Built It
We heard your
requests for help
with inbound
maintenance
requests and we
listened.
You’ve Earned Your Vacation…Uninterrupted!

7. 2016 © AppFolio, Inc. Confidential.
Why You Wanted It
Answering Services Didn't Work Managing it Internally was a Hassle
• Don’t have access to AppFolio
• Can’t enter SRs / WOs
• Can’t handle routine maintenance
• Emergency calls still forwarded to PM
• High cost
• Calls at inconvenient times
• Staff / owner are responsible for shifts
• Calls not always an emergency
• Lots of calls during bad weather
• Paying overtime to cover the
emergency line

8. 2016 © AppFolio, Inc. Confidential.
Maintenance Contact Center Overview
Professionally trained agents available
to handle your maintenance calls
English
Spanish

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Benefits
Cut Costs Save Time Gain Peace of Mind
No more paying for
ineffective services or high
employee costs
Focus your valuable time on
growing your business
rather than fixing the toilets
No more worrying when the
next call might interrupt your
life’s special occasions

10. 2016 © AppFolio, Inc. Confidential.
Tenant Portal Request Management
24 x 7 x 365
Full Issue Management:
• Diagnose
• Resolve
• Deflect
Dispatch Vendors in
Emergencies
Fast Response to
Tenants
Complete Reporting &
Audit Trail

11. 2016 © AppFolio, Inc. Confidential.
Dedicated Maintenance Line
24 x 7 x 365
Full Issue Management:
• Diagnose
• Resolve
• Deflect
Enter SRs & WOs
Directly In AppFolio
Dispatch Vendors in
Emergencies
Fast Response to
Tenants
Complete Reporting &
Audit Trail

12. 2016 © AppFolio, Inc. Confidential.
Professionally Trained Agents
Call Forwarding or Direct Line
Company Specific Greeting and Communication
We Follow Your Custom Directions
We Act as an Extension of Your Office

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Pricing & Terms
$1 Per Unit, Per Month Cover Entire Portfolio Billed Monthly
Unlimited Support 200 Unit Minimum

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How it Works
1 2 3 4
The MCC Team
Receives and Responds
to Portal and Phone
Support Requests
They Diagnose the Issue
and Determine
Appropriate Action Based
Upon Your Guidelines
They Enter Information
into AppFolio and
Document all Actions
You Rest Easy Knowing
Your Tenants are Taken
Care Of

15. 2016 © AppFolio, Inc. Confidential.
MCC – Maintenance Contact Center
APM – AppFolio Property Manager
PM – Property Manager
WO – Work Order
Urgent, normal,
or low priority?
MCC receives and diagnoses the request
MCC dispatches work order to
preferred vendor by phone and email
MCC creates work order in APM
NORMAL URGENT
PM updates work order status to Scheduled, Waiting, Estimate Requested, as appropriate
during life of work order, and marks as Complete or Canceled when work order is resolved.
MCC leaves
work order in
APM for PM
to review and
resolve
MCC edits work order in APM
MCC reviews and diagnoses the request
MCC calls tenant to
clarify issue if needed
MAINTENANCE
CONTACT
CENTER
WORK ORDER
PROCESS
Phone
maintenance
request placed
by tenant
Low, normal,
or urgent
priority?
MCC emails PMs that WO
has been created.
Portal
maintenance
request placed
online by tenant
MCC dispatches WO to preferred
vendor by phone and email
LOW NORMAL LOW
LOWURGENT

16. 2016 © AppFolio, Inc. Confidential.
Setup
Health Check Configuration Implementation
We work with you to
understand your current
maintenance process.
You provide direction as to
how you would like to set up
your account, vendors,
escalation procedures, etc.
Transition your maintenance
to AppFolio – we begin
managing your online and
call based maintenance
requests

17. 2016 © AppFolio, Inc. Confidential.
Demonstration

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Closing

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Maintenance Contact Center Summary
Comprehensive
Solution For
Peace of Mind
Portal & Phone
Supported
24 x 7 x365
English & Spanish
Routine &
Emergency$1 Per Unit
Per Month
Everything
Documented
Cut Costs
Save Time

20. 2016 © AppFolio, Inc. Confidential.
Action Checklist
Actions to Take ✔
Review your current maintenance situation
Determine if Maintenance Contact Center is right for you
Contact value.add@appfolio.com to get started
- Or -
Complete the form at www.appfolio.com/contactcenter

21. 2016 © AppFolio, Inc. Confidential.

22. 2016 © AppFolio, Inc. Confidential.
Thank you for your quick
response in fixing my air
conditioner. I am very
thankful that you helped
my get my repairs done
quickly. Had to pass along
the positivity!
Thank you for being so
polite and helping me with
my issue. I am amazed
that you're on the phone
24/7 and wanted to thank
you for the reassurance of
having a 24 hour
maintenance line.
I am very grateful with the
pleasant and fast service
for a work order I put in.
You probably do not get a
thank you often, so I
wanted to let your whole
team know you're doing a
great job!

23. 2016 © AppFolio, Inc. Confidential.
Enjoy the Silence…

24. 2016 © AppFolio, Inc. Confidential.
Thank You!