This document discusses the evolution of online leasing from 2004 to present. It notes that the leasing process used to involve print advertising, walk-ins, and signing paperwork in person, but now utilizes online lead generation, CRM systems, self-service payments and e-signing. Key lessons discussed include engaging customers through automated emails, allowing full self-service options while maintaining branding control and security, and designing for mobile-first use given most adults now own smartphones. The document ends with trivia questions about online applicant demographics.

1. Secrets of Online Leasing

2. How did we get here?

3. Apartment leasing process
Find Apply Qualify Lease

4. On-Site circa 2004
Find Apply Qualify Lease
Print advertising
Referrals
Walk/drive by
Leasing agentPay in person Sign in person

5. “Online” “Leasing”
Bring the noise

21. On-Site today
Find Apply Qualify Lease
Lead generation
CRM
Self-serviceE-payments
Fees, deposits
E-Sign

22. Self-service

23. We see our customers as invited guests to a
party, and we are the hosts. It’s our job every
day to make every important aspect of the
customer experience a little bit better.
Jeff Bezos
FounderandCEO,Amazon

24. Lessons learned
• Engage, re-engage
• CRM
• Automated emails

26. Lessons learned
• No passwords
• No waiting in line to pay you
• Deposit vs. fee, guarantor vs. renter
• Your forms or ours, your brand, our security
• Certified Documents program
• Custom questions, themes
• Self-service – or not
• Mobile first

27. 85% of all adults
in the US own a
mobile phone.

28. Screening problem
This is how many screens you have to worry
about just from HTC. Not any other
manufacturer

29. Trivia

30. Online leasing trivia
• Which day of the week sees the most
online applications?
• What time of day?
• Device
• Desktop vs. mobile
• Average age of renter
• Online vs. paper

31. How old are online applicants?

32. Online leasing trivia
0.0%
2.0%
4.0%
6.0%
8.0%
10.0%
Landlord/tenant court records found by month
7.3%

33. Online leasing trivia
0.0%
5.0%
10.0%
15.0%
20.0%
Average Christmas Day
Landlord/tenant court records found