Once submitted, please allow 2-5 business days for the community to be created. Once created, Pilera will send you a welcome email. There will be an orange “Get Started” button in the email which you will use to create your login credentials. Although this is a trial community, it is in a live environment, which means that you can send out real phone, email, or texts. Please practice caution when adding contact details to the portal.
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Apartment Communities
Tools for Apartment and Rental Property Managers, Owners, and Tenants. Grow your business and increase work efficiency with Pilera’s property management software.
Communicate with Confidence
Effective tenant retention hinges on communication, and Pilera’s property management software enables managers to communicate swiftly and reliably with tenants in their preferred ways. Managers can also track interactions for improved future communications.
Connect with Tenants, Their Way. Enhance communication effectiveness by allowing tenants to choose their preferred contact method—text, email, or phone—and receive messages in their chosen language.
Send Relevant Messages. Enhance your messaging impact using Pilera’s dynamic segmentation to target specific details like location or user type, ensuring precise delivery to owners, tenants, and managers across your entire portfolio.
Get Updates in Real-Time. Keep track of your messages, monitoring delivery and tenant interactions such as opening texts, clicking email links, or responding to announcements in real time.
Built-in Protection to Communicate Quickly & Reliably. Use Pilera’s advanced features like automated retry systems, reporting, and detection of invalid contacts to ensure timely and reliable message delivery to tenants.
Fully Integrated Work Order
Drastically reduce response times to your residents and ensure the best service with a work order and vendor management tool that works great hand in hand.
Vendors & Maintenance Tickets Perfectly Integrated. Keep vendor information updated, rate them, and receive insurance expiration alerts to choose the best for the job. Quickly assign tickets to vendors who are automatically notified upon selection.
Actionable Insights. Optimize maintenance with reports on staff workload, ticket volumes, and job specifics like duration and resources.
A Complete History of Your Tickets. Safeguard your reputation by promptly addressing tenant questions with Pilera, which tracks a complete history of events and communications for each ticket.
Stay Ahead with Notifications and Reports. Stay updated with Pilera’s system that alerts you to new work orders and potential issues, enhancing management with automated reports and tracking.
The Only Support Software
Unlike generic solutions, Pilera is tailored for property management, offering end-to-end management of resident support requests and an intuitive help center for superior tenant service.
Organize and Track Tickets by Unit & Tenant. Pilera stands out by allowing support ticket tracking at both unit and occupant levels, providing detailed tenant and unit histories for efficient issue resolution.
Monitor Employee Workload. Use Pilera's support dashboard to monitor employee workload and adjust resources as needed to enhance productivity and tenant service.
Keep track of your tenant check-ins. Managers can assign follow-up tickets to any manager in the system and set due dates to ensure timely tenant check-ins and prevent any oversight.
Self-Assist Help Center. Enhance customer service with Pilera’s searchable knowledge base, where tenants and staff can find answers and reference internal articles efficiently.
Occupant Access through Tenant Portals
The best way to deliver an enriching customer experience to your residents is through a self-service portal, accessible 24×7 and through any device! The plus side – managers can save an abundance of time when tenants and owners update their own information!
Self Assistance Portals for Tenants & Owners. Pilera’s portal integrates smoothly, allowing residents to update contact details, view unit info, select communication preferences, request services, and more.
Online Payments & Accounting Integration. Boost payment collection using Pilera, which allows residents to access financial histories and pay online, integrating with CIT, Paylease, or your preferred bank.
Work Orders. Residents can submit maintenance requests with attachments, and managers can update them on work order progress at each step.
A Community Database. Engage tenants and owners by providing a comprehensive database of unit and community information, including messages, documents, events, FAQs, and resident directories.
Additional Tracking to Increase Rental Efficiency
Improve management throughout the rental lifecycle with powerful data tracking from lease to when they become a tenant. Keep track of the entire unit’s history with Pilera’s robust property management software.
Lease Management. Add a new tenant user type and track important lease information such as move-in and move-out dates, billing frequency, rent amounts, deposits, and more!
Package Notifications. Great for high-rise apartments, you can track packages with ease and notify your residents when it arrives.
Track Key Information. Improve your database with comprehensive vehicle and parking management, insurance information, unit-level document storage, and more.
Most Useful Features for Property Management
Automated Phone, Email, Texting System
Communication History
Document Library for Property & Unit
Work Order & Vendor Management
Event & Amenities Calendar
Lease Management
Task Management & Assignment
Comprehensive Unit Tracking
Automated and On-Demand Reports
Track Vehicles, pets, and more!
Single Family
Improve your accounting system through a powerful communication, maintenance, support, board member, resident, and manager portal all within Pilera’s HOA Software.
Communication For All
Automated phone, email and texting services for the community association management industry.
Embrace Diversity. Reach all ages and demographics with automated phone, email, and text in a variety of languages. Up to 109 different language translation options.
An Unbeatable Price. Using Pilera just once a month to send messages instead of postal mail can cover its cost, with customers reporting thousands in savings per community.
Reach Every Owner. Reach owners through a variety of dynamic filters and grouping methods and know you have reached them through analytical feedback in real-time.
Clean & Correct Data. Always know your residents’ contact information is up-to-date through built-in validation through the UI and in monthly reports.
Maintain Your Community With Stellar Maintenance!
Provide common area work orders, vendor tracking, and powerful assignment functionality to your community association.
Organize Your Maintenance Staff. Track vital information such as service requests submitted by residents, work orders assigned to staff and vendors, and more.
Stay Informed and Notify The Right People. Notify residents of service request updates, send automatic vendor insurance expiration notices, and access detailed reports on community maintenance and staff workload with Pilera.
Customized For You. Create customized categories to track each ticket and choose from a variety of permissions on both the ticket and comments added.
Full History of the Ticket. Track every touch that occurs to the ticket with a powerful audit history trail.
The Only Support Software
Support management and customer relationship software for the community association management industry.
Built for Self Help. Give your managers, residents, and board members the ability to help themselves with a fully searchable help center and knowledge base.
Manage all support tickets for a unit easily! Because Pilera is built for the community association industry we track occupants at the person level and the unit level so you can easily find what you need.
Easily search through your entire portfolio! Easily access resident information and relevant data for any situation, whether through calls, emails, or other methods, with searches by phone number, vehicle type, unit, email, and more.
Board Meeting Reports. Provide board members with vital information on the support needs of their community through powerful PDF and Excel reporting.
Board Member’s Love Board+
Board+ is a premier HOA software product that includes Architectural Change Requests, Rule Violations, and Task Management that empowers board members to collaborate with one another and with their community management.
Improve Board and Management Collaboration. Pilera enables collaboration among board members, managers, and residents, allowing task assignments and architectural request submissions for approval.
Powerful Permissions. Maintain privacy with user permissions that secure information and ensure automated notifications are permission-based, from residents to upper management.
Community Dashboard. Board members can log in and see the status of their community such as how many common area work orders are currently open.
Organize your Board Meetings. Track board tasks and meeting notes in the accessible Pilera app, available from any device with internet access.
Give Residents Access
Residents can login to access their balance and ledger, make payments, review community documents, submit work orders and more.
Make Online Payments. Use any payment provider you want to allow residents to log in and pay their balances.
Review Community Documents. Residents can log in to access community documents, with folder permissions restricting access based on roles like owners, occupants, board members, and managers.
Residents can Update their own Information. Reduce calls by allowing residents to update their contact information, contacts, vehicle information, add their own occupants and other key information.
Access a Variety of Community Features. Residents can access features like a directory, community calendar, and announcements through the resident portal, which integrates seamlessly with Pilera’s other products.
Condo Associations
Tools for Condo Association Managers, Board Members, and Residents
Best-In-Industry Communication
Give your condo associations the best communication platform in the industry with fast and reliable mass phone, email, and texting. We are so confident in our system that we provide you with real-time updates on who has received your communication and how they interacted with it.
Increase Your Outreach. Pilera boosts message open rates with robust customization, allowing residents to choose between phone, email, or text and translating outgoing messages into their preferred language.
Dynamic Message Grouping. Deliver targeted messages to residents by community-specific segments like street, building, or user type, including owners, tenants, and managers.
Real-time Updates. Track your messages in real-time, from delivery to when residents open texts, click email links, or respond to announcements.
Fault Protection – Fast & Reliable. Ensure reliable communication with residents using Pilera's built-in protections like automated retry systems, reporting, and detection of invalid contact details.
Full History Maintenance Tracking
When your residents put their trust in you, you need to have a system that you can trust to manage theirs. Pilera maintenance functionality has an audit history to see every touch on the ticket as well as detailed monitoring to make sure you succeed.
Vendors & Maintenance Tickets Perfectly Integrated. Automatically update vendor information with insurance expiration alerts and streamline your search for the right vendor with filters and quick search options.
Actionable Data. Enhance decision-making with concise reports on staff workload, ticket volume, and resource utilization.
Audit History. Ensure swift responses to resident inquiries with Pilera’s complete history tracking on tickets, detailing every change that occurs.
Stay Organized, Never Lose A Ticket. Stay informed with system notifications for overdue work orders, track due dates, assign tasks, and more, ensuring nothing is overlooked.
The Only Condominium Specialized Support Management Software
There may be plenty of support and customer service software out there but none are built specifically for the condo association management industry. Pilera lets you manage resident support requests and provides a built-in knowledge base and help center so your residents get the best customer support they can.
Track Tickets by Unit & Occupant. Pilera stands out by allowing support ticket tracking at both unit and occupant levels, providing visibility into all associated support needs.
Monitor Community Workload. As an association-focused software, Pilera enables easy monitoring of community-wide support issues to facilitate resource adjustments.
Assign for Followups. Pilera allows the assignment of follow-up tickets to different managers, helping you track when to check in on occupants, regardless of your support structure.
Built-in Knowledge Base. Enhance community and company efficiency by empowering residents to help themselves using Pilera’s built-in self-help knowledge base.
Board Members Love Board+
Manage your condo associations with powerful HOA management specific functionality like architectural change requests, rule violation management as well as great additional like a task management module for board and management to work collaboratively.
Collaborate & Succeed. Board+ enhances collaboration between board members and management with features to approve ACRs, manage violations, and assign tasks efficiently.
Determine Community Success. Use detailed reports to judge how successful your community is performing month over month.
Better Collaboration with Calendars. Create tailored calendars for your community, including board meetings, public events, and amenities hours, to streamline scheduling.
All In One Place. Pilera consolidates multiple expensive software solutions into one easy-to-use, affordable platform.
Occupant Access through Resident Portals
Pilera’s condo management software does a ton of things! A feature that ties it all together with a nice little bow is how Pilera lets residents login and make their managers jobs easier! Residents can make online payments, update their own information, view documents, submit work order requests and so much more based on the products you use!
Resident Self Assistance. The resident portal enhances Pilera's suite of functions like communication, maintenance, and help desk, integrating them seamlessly.
A Community Database. Residents can log in to access important historical information like community documents, directories, and past announcements.
Organize Community Events. Track community events in a modern calendar and send out the event invitation to specific units, streets, or occupant types in the community.
Online Payments & Accounting Integration. Residents can log in, view their balance & ledger, and make payments through a payment provider of your choice.
Additional Benefits through Condo & Rental
Pilera’s condo management software takes your data management to the next level. Condo and rental opens up a number of new features for those condo communities that want to go above and beyond!
Track Key Information. Condo and rental databases now include additional fields for vehicle and parking management, insurance details, unit-level document storage, and more.
Tenant Management. Add a new tenant user type and manage their leases.
Package Notifications. Track packages within Pilera and notify your residents when they receive one.
Most Useful Features for Condominium Management
Automated Phone, Email, Texting System
Communication History
Community & Unit Document Library
Work Orders, Violations, Request Management
Event & Amenities Calendar
Built-in reporting
Track Vehicles, pets, lease, tenant, additional occupants
And more!
Contact Us
Ready to transform your community management experience? Contact us today to discover how Pilera can streamline your operations and enhance resident satisfaction. Our team is eager to assist you and answer any questions you may have!
Request Sales Information
Community Association Management Companies (CAMs) play an important role in managing administrative, accounting, financial, and maintenance tasks for the communities that have hired them. However, when servicing clients, CAMs face various challenges, such as resident dissatisfaction, overburdened managers, and dissatisfied boards. These issues often arise from a lack of forming and maintaining strong connections with their communities. That’s where a CRM comes in.
This blog post will look at the top challenges management companies face, how a CRM can address these challenges, and why implementing a CRM is vital. Thus, we will equip you with the correct tools and knowledge to improve resident happiness, board connections, and management efficiency.
Challenges that management companies are currently struggling with
Low Retention Rate
Community Association Management companies often struggle with low retention rates. This issue primarily manifests as most HOA communities leave their current management company within two years, opting to either self-manage their community or sign on with a competing management company.
This revolving door phenomenon forces CAM companies to seek new clients to replace the clients they have lost. This adds extra strain to management companies because they spend more time acquiring new sales. Moreover, high turnover in community management can undermine the trust and satisfaction of existing clients, who may perceive it as instability or lack of value in the services provided. Focusing your efforts on retention becomes vital through strong client relationships, proactive communication, and demonstrating value to ensure long-term satisfaction.
Eroding Resident Trust
Many management company interactions center around payment requests, invoicing, collections, and handling violations. Over time, the transactional nature of these relationships can make residents feel less valued, unheard, and unsatisfied. As trust erodes, residents may become more hesitant to participate in community activities, resulting in strained relationships and possible disputes.
Board Doubt and Oversight
Board members may often raise concerns about the value they’re getting from your management services. They want to be certain that services are efficient, jobs are completed on time, and communication is clear. Thus, a lack of proper management of community issues or communications can strain the board-management relationship.
Operational Inefficiencies
Community Association Management companies frequently face inefficiencies, such as manual processes, data in different places, and communication gaps. These inefficiencies can result in delays when responding to resident issues and inconsistent or poor service, all leading to increased workloads for managers. Additionally, operational efficiencies lead to more unpredictable schedules and stress for managers.
Limited Resident Engagement
Creating a sense of community and encouraging resident participation is important for a well-functioning community. However, management companies often struggle to keep residents informed. Limited communication channels and a lack of personalized interactions can all hinder building an engaged community.
Outdated Technology
Leveraging the latest technology is important for delivering exceptional customer service. However, several management companies are tethered to outdated systems. Being stuck in the past technologically can throw a wrench into your communication, data management, and operational efficiency. This ultimately diminishes the quality of services you provide to communities.
How CRM can help CAMs build better connections
By leveraging an industry-specific CRM, management companies can streamline operations, build resident trust, and improve board relationships. Let\’s discuss how CRM built specifically for the CAM industry can help your company.
1. Track resident interactions and provide support
With a CRM system, management companies can easily track resident interactions and provide efficient assistance. Here\’s a deeper look at how CRM may solve these key concerns:
Centralized Data Management
CRM enables management companies to keep all resident-related information in one unified platform. This includes residents’ contact information, communication choices, service requests, support requests, payment history, and unit information.
Centralizing data has many benefits. It enables your staff to access up-to-date resident information, reducing response times and increasing overall efficiency. It also improves data quality and consistency, decreasing mistakes and redundancies in resident records. Furthermore, having a centralized database allows team members to collaborate more effectively since everyone can access the same data source.
On-Demand Support through a Knowledge Base
One significant benefit of adopting a CRM system built for the community management industry is the ability to provide on-demand help through a searchable knowledge base. A knowledge base stores important community information, such as frequently asked questions, troubleshooting tips, and community policies and procedures.
Residents have 24/7 access to the knowledge base, allowing them to solve common problems at their own convenience. This eliminates the need for support teams to handle common questions, allowing them to focus on more meaningful or urgent tasks. A well-maintained knowledge base also improves resident satisfaction by delivering prompt and correct answers to their questions, resulting in a more efficient and streamlined support experience.
Efficient Handling of Support Tickets
CRM systems help management companies handle support issues more efficiently. When a resident submits a question or request, the CRM simplifies the process by enabling them to contact the right managers quickly.
With a CRM, you can keep residents informed about the progress of their requests, and they can communicate back with you, which creates a two-way feedback loop. This approach streamlines support processes by maintaining regular updates and keeping residents informed throughout the resolution process.
2. Communicate with residents
Effective communication lies at the heart of successful HOA management. A CRM system can revolutionize how HOA managers interact with residents, fostering efficient and personalized communication.
Proactive, Multichannel Communication
CRM solutions built for the community management industry enables you to engage with residents proactively through many channels. These channels include phone calls, emails, text messages, postal mail, website notifications, and resident portals. This proactive strategy ensures that residents receive updates, announcements, and notifications in the format that best meets their needs. Moreover, by embracing multichannel communication capabilities, management companies can improve the efficacy of their outreach initiatives, increase resident participation, and establish better community relationships.
Tailored Messages with Dynamic Distribution Group
CRM systems with communication capabilities provide dynamic distribution group functions, allowing management companies to segment residents according to locations. This segmentation allows management companies to provide relevant and targeted communications to certain groups of residents. For example, management companies can form distribution groups for homeowners, renters, and board members in a specific area for emergencies. Dynamic distribution groups help to enhance engagement, responsiveness, and resident happiness by personalizing communications to the interests and needs of each demographic.
3. Increase transparency and collaboration
Management companies must update board members regularly on the status of community tasks and projects. Here’s how a CRM improves transparency and communication with your board.
Collaborative Task Management
A task management system within your CRM allows management companies to collaborate with board members on community-related tasks. Each task can be categorized, prioritized, and assigned to a particular team or board member to ensure everyone knows their responsibilities.
Email Notifications and Updates
Task management features within a CRM can automate email alerts to board members for task assignments, changes, and updates. This proactive communication keeps board members informed and engaged with community initiatives, projects, and ongoing duties. Email notifications also function as reminders to take action and follow up.
Document Management and Sharing
Within a CRM, document management tools can help management companies store, organize, and exchange key documents, including contracts, rules, meeting minutes, and reports, with the HOA board. Authorized board members may securely view these documents, guaranteeing transparency and quick access to critical information. Additionally, document versioning and permission management improve security and governance.
Reporting and Analytics
CRM systems have extensive reporting and analytics capabilities that provide information on task progress, completion rates, resource allocation, and overall performance. Management companies can generate reports and view information on dashboards to share with the HOA board, highlighting critical data, trends, and successes. These reports provide transparency by offering information about operational efficiency, resident satisfaction, and community initiatives.
5 Features Your CRM should have
Here are the 5 features your CRM should have:
1. Communication
CRM systems should have powerful communication capabilities. Communication is vital for building connections, resolving issues quickly, and keeping stakeholders informed. CRM\’s communication component offers seamless engagement with residents and board members through several channels like email, phone, text, and portals.
With Pilera’s communication technologies, CAM benefits from seamless contact with homeowners, stakeholders, and the HOA board through many channels. This enables people to select their preferred communication channel, ensuring that timely and relevant communications reach them.
2. Customer Support
CRM systems should enable customer support teams to effectively respond to resident queries, complaints, and service requests. A CRM system with extensive customer support capabilities automates ticket administration, tracks support interactions, and guarantees that issues are resolved on time.
Pilera’s help desk function simplifies customer service for management teams. It enables managers to provide superior customer assistance by leveraging automated processes and knowledge base, increasing resident satisfaction.
3. Operations
A CRM system with strong operations management capabilities simplifies work assignment, scheduling, and tracking. It allows management companies to handle maintenance requests and track repair progress quickly.
Pilera’s operations management tool helps Community Association Management (CAM) improve task management, maintenance, ACRs, violations, and more. It also empowers collaboration with tools such as ticket assignment, automatic email notifications, and automatic audit logs.
4. Resident Engagement
Engaging residents is critical to creating a lively community and encouraging involvement in events, projects, and decision-making processes. Your HOA CRM should incorporate resident engagement features like community portals, event management, and surveys.
Pilera’s resident engagement portal offers residents a unified platform for accessing community information, participating in debates, and learning about future activities.
5. Board Collaboration
A powerful CRM should have comprehensive board collaboration tools to promote effective governance and decision-making. It allows CAM businesses to create, allocate, and monitor jobs, handle architectural modification requests, and provide reports demonstrating workload and work completion progress.
With Pilera’s board collaboration tools, CAM companies can enhance transparency, improve collaboration, and streamline operations, leading to better governance, informed decision-making, and a more cohesive community environment.
From Transactions to People-First, with CRM designed for CAMs
In conclusion, a CRM system is critical for Community Association Management organizations to manage challenges. An HOA CRM system streamlines communication, provides efficient customer assistance, optimizes operations, increases resident participation, and allows for smooth board cooperation. These capabilities enable CAM businesses to strengthen resident connections, increase transparency and confidence with HOA boards, streamline operational procedures, and provide superior services to their communities. CAM businesses can overcome barriers, increase efficiency, and achieve long-term success by utilizing a CRM system like Pilera while maintaining a flourishing and connected community.
About Pilera
Pilera Software is the premier community and property management software that has helped thousands of community managers enhance communications, operations, client support, engagement, and voting. Book a personalized demo to learn how Pilera can help improve efficiency and reduce costs.
Pilera Trial Demo Community Form
Please make sure the following information is accurate, as this form does not generate a trial; This form generates an email to our setup department who will then reach out with the next steps. Thanks, and we look forward to working with you!
Once submitted, please allow 2-5 business days for the community to be created. Once created, Pilera will send you a welcome email. There will be an orange “Get Started” button in the email which you will use to create your login credentials. Although this is a trial community, it is in a live environment, which means that you can send out real phone, emails, or texts. Please practice caution when adding contact details to the portal.