1. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
June 24-27, 2015
Mandalay Bay Resort & Convention Center | Las Vegas
Keeping Up with
Internet-Savvy Renters
Online Trends Today & Tomorrow

2. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Casey Van Zandt
• Student Housing &
Multifamily Consultant,
speaker, & career coach
• 15 years experience
in leasing, marketing,
operations and training
support
• Hobbies: Yoga and
stand up paddle
boarding (sup)
Scott Jones
• Co-Founder, CTO
at On-Site
• Designed On-Site’s site
architecture including
screening and patented
document generation
• Hobbies: Competitive
swimmer, 4 kids (yes)
who swim!
Kristin Runyan
• Vice President, Product,
Marketing & Operations
at PayLease
• Manages online payment
products and features
• Published Author
'Introduction to Agile
Methods’
• Reading, writing and
keeping up with 3
teenagers.
Scott Hines
• Director of Systems and
Revenue at PEM Real
Estate Group
• Investments and fee
management for multifamily
& commercial properties
• Hobbies: Movie buff and
avid reader. Yes, the book
is typically better than the
movie.

3. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
WEBSITE BASICS

4. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Confusitron 2000™

5. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Clarity

6. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Stock Photo Zombies

7. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Real People and Places

8. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Call to Action (CTA)
Best Practices:
•Action Packed Text
•Large, Legible Font
•Keep it “Above the Fold”
•Conversion rates increase by
as much as 591%*
*Google study for Nature Air, 06/17/09

9. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Mobile Optimization
• Not just re-sizing your website to
make it fit on a smaller screen

10. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Mobile Optimization
• Not just re-sizing your website to
make it fit on a smaller screen
• Think through the user experience
from a mobile device

11. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Mobile Optimization
• Not just re-sizing your website to
make it fit on a smaller screen
• Think through the user experience
from a mobile device
•Mobile Traffic 40%, doesn’t dip
on weekends

12. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Responsive Design

13. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
WEBSITE FEATURES

14. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
7 Key Online Tools for Residents
1. Online Applications
2. Online Screening
3. Online Lease Agreements
4. Online Rent Payments
5. Online Renewals
6. Online Work Orders
7. Online Package Notification

15. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
ONLINE APPLICATIONS

16. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Applications

17. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
ONLINE APPLICATION
FEES

18. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Application Fees

19. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
ONLINE LEASE
AGREEMENT

20. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Lease Agreement

21. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
ONLINE PAYMENTS

22. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Payments

23. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Importance of Online Payments
• Decline of Paper Checks
21% of Gen Yers have never
written a physical check
to pay a bill

24. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Importance of Online Payments
• Decline of Paper Checks
21% of Gen Yers have never
written a physical check
to pay a bill
• Move to Paper-less
Office
• Move to Mobile

25. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Payment Evolution
Phase 1

26. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Payment Evolution
Phase 1
“I don’t want paper.
Let me go online to
pay my bill.”

27. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Payment Evolution
Phase 2
Over 160,000 billers
use Auto-Pay

28. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Payment Evolution
Phase 2
“I don’t want to go
online to pay a bill.
Set me up for auto-pay.”
Over 160,000 billers
use Auto-Pay

29. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Over 160,000 billers use
Auto-Pay

30. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Payment Evolution
Phase 3

31. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Payment Evolution
Phase 3
“I don’t want to pay a bill for
rent and another bill for utilities.
Get me consolidated billing.”

32. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
ONLINE RENEWALS

33. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Renewals

34. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
WEBSITE OPTIMIZATION

35. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Website Insights
• Traffic Sources

36. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Website Insights
• Traffic Sources
• Visitors / Guest Card

37. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Website Insights
• Traffic Sources
• Visitors / Guest Card
• A/B Testing

38. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Claim Your Listing!
• Accurate, consistent contact
information, hours, nice photos

39. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Claim Your Listing!
• Accurate, consistent contact
information, hours, nice photos
• Links to maps

40. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Claim Your Listing!
• Accurate, consistent contact
information, hours, nice photos
• Links to maps
• Respond to / get better
consumer reviews

41. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Claim Your Listing!
• Accurate, consistent contact
information, hours, nice photos
• Links to maps
• Respond to / get better
consumer reviews
• Higher search ranking

42. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Online Reputation

43. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
SECURITY

44. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Serious About Security
• Sensitive consumer data in applications, screening and
online payments

45. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Serious About Security
• Sensitive consumer data in applications, screening and
online payments
• Vendor shopping MUST include analysis of security and
measures to protect consumer data
– PCI Compliant / E3IPA Certified

46. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Serious About Security
• Sensitive consumer data in applications, screening and
online payments
• Vendor shopping MUST include analysis of security and
measures to protect consumer data
– PCI Compliant / E3IPA Certified
• Be careful storing sensitive data in self-hosted locations

47. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
VENDOR INTEGRATIONS

48. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Vendor Integrations
Why are integrations between secondary systems and the
management system important?

49. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Vendor Integrations
Why are integrations between secondary systems and the
management system important?
•Real-time, accurate data

50. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Vendor Integrations
Why are integrations between secondary systems and the
management system important?
•Real-time, accurate data
•Bi-directional feed

51. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Vendor Integrations
Why are integrations between secondary systems and the
management system important?
•Real-time, accurate data
•Bi-directional feed
•Reduces manual data entry

52. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Verifying Vendors
How do you verify your
Vendors?

53. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Verifying Vendors
How do you verify your
Vendors?
• Interview vendors

54. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Verifying Vendors
How do you verify your
Vendors?
• Interview vendors
• Read reviews

55. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Verifying Vendors
How do you verify your
Vendors?
• Interview vendors
• Read reviews
• Ask your peers!

56. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Vendor Optimization
[
•Single Sign On (SSO) is your friend

57. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Vendor Optimization
[
•Single Sign On (SSO) is your friend
•User logs into Property Managers website and when
they want to make a payment, they are seamlessly
redirected to the payment platform without additional
credentials

58. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
SYSTEM ROLLOUT
Staff & Resident Training
and Buy-In

59. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Drive Utilization for Savings

60. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
SUMMARY

61. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
% of Use
[
Multifamily
Student
Housing
On-Site PayLease
Online Screening 40% 90% 99% na
Online Apps 40% 90% 43% na
Online Payments 30% 60% 35% 10%
Online Leasing 40% 80-100% 43% na
Online Renewals 20% 10-30% 32% na
Work Orders 15% 95% ~50% na
Package Pickups 5% 5% na na

62. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
FREE Website Checklist!
http://bit.ly/NAAwebChecklist

63. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Predictions
[
Multifamily
1 YR 3 YR 5 YR
Student Housing
1 YR 3 YR 5 YR
Online Screening 60% 75% 95% 94% 98% 99%
Online Apps 60% 75% 95% 94% 98% 99%
Online Payments 50% 65% 85% 75% 80% 90%
Online Leasing 60% 75% 95% 85% 95% 99%
Online Renewals 50% 70% 90% 100% 90% 99%
Work Orders 40% 60% 80% 99% 99% 99%
Package Pickups 15% 40% 60% 45% 60% 90%

64. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Payment Predictions
[
Mobile Billing and Payments Will Grow
The new website standard will be mobile optimized websites for mobile
devices, apps for convenient services (applications, renewals, payments)
and text/email communications with residents.

65. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Payment Predictions
[
Gen Y Will Demand More Convenience
Gen Yers are entering into the world of paying bills. They demand quick and
easy payment choices and expect an easy user experience. Be ready for them!

66. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Payment Predictions
[
Increased Online Payment Adoption
With a little effort, the number of online payments received can drastically
increase – resulting in a huge time savings when it comes to collecting rent.
And your payment vendor may do this on your behalf, for free!

67. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
Payment Predictions
[
Single Bill for Rent and Utilities
Properties will start consolidating resident charges (including rent, utilities,
late fees, and any unpaid charges) in a single, easy-to-read billing format.

68. June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
June 24-27, 2015
Mandalay Bay Resort & Convention Center | Las Vegas
Thank You!