QAIC 2014

Property Vista Vision

To be the leading Customer Relationship Management system for the Property Management and Real Estate

Industry

Property Website CMS Property Management CRM Management Dashboard Payment Management Approval Workflow Tenant Credit Scoring Automation Tenant Maintenance Portal Mobile Tenant Portal Apps Tenant Insurance

Property owner/manager facing features

Online Application Resident Portal Dashboard Resident Bill Summary Resident Billing History Resident Maintenance Portal Resident Communication Centre Resident Payment Management Mobile Resident Portal App Resident/Tenant Insurance

Tenant facing features

What Is Customer Service?

• Customer Service = Reducing The Effort! • Find what they are looking for in less clicks and less

steps – How easy and real-time is YOUR website? Do you

HAVE a website? • Applications made simple

– Customers make a subconscious decision if they will renew their lease based on the first 30 days experience

• How easy and efficient is your leasing and approval process? • How easy is your process for Paying Rent? Issuing

Maintenance Requests? Taking Customer Requests?

Canadian Internet Users

• According to IPSOS INTER@CTIVE 2012 Report: – 86% of Canadians have Internet Access – 37% Have Mobile Internet Access

• An increasing trend

– 95% of those under 55 Have Internet Access – 31% of online Canadians own a Smartphone – 56% do online banking regularly

Forrestor Research

72 Percent of consumers prefer to use a company’s Web site to get answers to their questions rather than contact companies via

phone or e-mail. (U.S. Study)

Harvard Business Review

• Article: “Why Your Customers Don’t Want To Talk To You” – 57% of inbound calls come from customers

who first attempted to resolve their issues on the companies website

– Over 30% of callers are ON the companies website at the same time they are talking to a representative on the phone How often does YOUR phone ring?

Statistics

50% of tenants would rather use a specific building portal compared to a Facebook page 20% of manual service requests are missed or not completed properly 60% of tenants without a building portal feel neglected and disconnected 20% more rents payments are delinquent in buildings not using a resident portal or an online payment process 25% of tenants have a lingering work order

Shot of myCOMMUNITY portal

Payments

Maintenance

Renters Insurance

Online Applications

FACT

Improving Customer Service will reduce your turnover

Turnover is the highest variable cost in Property

Management. (Renovation, Vacancy, Advertisements, Leasing Agents, etc)

Turnover reduction by even 1%-4% annually results in savings in the thousands of dollars

annually.

Thank You

What will YOU do to reduce your turnover?

Consumer Needs have changed and we must

change with their needs.

For Questions Email Leonard Drimmer leonard@propertyvista.com