Professional Association Services (PAS)
Condominiums, HOA’s, Residential, and Commercial.
- Help Desk
- Resident Portal
- Company Website
Professional Association Services, Inc. Delivers Superior Customer Service with Pilera
A commitment to building stronger client relationships
Professional Association Services (PAS), a full-service management company, was founded in 1990 by Susan Hoffman, the Managing Director. Chief Technology Officer, Carlos Molina, implements technology solutions for the company. With more than 100 diverse communities under its portfolio, PAS is driven to build long, sustaining relationships with each client while continuing to grow the company. Susan Hoffman says, “We’re actively pursuing new clients additional communities. We have certain philosophies we follow, so we won’t just take any client. We want to make sure it’s a good partnership between management and the Board of Directors and the community.” It’s PAS’s strong philosophy of providing great customer service to their communities that led them to select Pilera as their technology partner.
Pilera Software is a cloud-based community management platform that thousands of communities trust to improve customer service. Pilera provides an array of technology solutions, such as automated communications, maintenance, help desk, resident and board member portal, data management, websites, and more.
Outdated software prevented PAS from showing its value to the Board
PAS was struggling with providing transparent reporting to the Board that would also effectively convey the value they provide to them. Carlos Molina says, “Lots of times we have Boards or residents say, well what good are you? What do you do for me? Even though we do respond to the residents directly, we really work for the Board.”
Their challenge to provide better customer service to their communities was amplified through an antiquated piece of software they were using. Over time, it had become difficult to set up and train their staff to use. “Because it’s not intuitive it is not a straightforward process. You almost have to become a specialist in it just to be able to really use its capabilities. Eventually, we had to get away from where we were and we had to move in a direction that was going to be more beneficial to us as a management company and be able to serve our clients.”
It was easy to move thousands of residents from their old platform to Pilera
PAS was concerned about switching software platforms, which involves moving thousands of residents. Residents undoubtedly experience the biggest impact during such a large transition. However, the hands-on support provided by Pilera’s customer service team made the transition easier for them. “Pilera’s support has been exceptional. Having us migrate from one platform to the other without that support, we would not have looked as good as we did. It gives our company a finished polish. Your ability to support a client is a strong point in why clients retain you.”
PAS is providing Boards with more transparent, professional reporting
PAS is exceeding Board and resident expectations with Pilera’s powerful, integrated software solutions. A big game-changer for PAS as a business is the Help Desk product which helped them increase transparency with the Board. “The biggest thing here is we’re able to show the boards how many calls we get, how many issues we are tasked to deal with. The activity logs give us documentation of what we are dealing with on a daily or on a monthly basis. When we meet with the boards, we give them the reports and say, look we got 60 calls from your community this month. It reduces cost by identifying trends. It helps bring issues to the board’s attention. We weren’t able to produce those types of reports to the boards before Pilera.” The transparent reporting also helped PAS to convey the immense value they bring to the Board, retaining their business in the long run. Susan says, “So we prepare comprehensive Board packets, including the client interactions tracked in Pilera, and producing these comprehensive reports to the Boards is one of the things they love.”
In just one year, PAS has been able to track over 2,000 resident interactions which are automatically archived in Pilera for future reference. They are also able to effectively discern an occupant log from a unit log to maintain the history of a unit even as residents move out.
PAS also increased communications by 200%. They have seen a noticeable increase in their resident satisfaction and a reduction of calls to the office. Carlos says, “The biggest impact is with the communication module because that’s what people see most often from us. It enhances our professional presentation.”
Their increased communication and transparency to their Board empowers PAS to not only deliver superior customer service to their existing clients but gain new association clients through Pilera. Speaking of a new client they will be onboarding soon, Susan says, “It’s definitely a tool I use when I’m marketing. I started test driving the Board through Pilera in one of the client properties. We could show them what we do on Pilera – this is the document library, here’s how we track owner information, there’s an owner’s landing page. I pretended to be that person and showed them that they could see the account balance and that’s really what sold the prospective client on going with us. I’ve always believed in trying to stay on the cutting edge of technology.”
PAS is building better communities every day
Pilera is becoming an integral part of PAS’s daily operations as they continue growing their
company and building long-lasting relationships with clients. In their second year of using
Pilera, PAS is incorporating more board-focused tools, such as architectural changes and rule
violations, which are helping them to solve vital community challenges. Speaking about a
community that didn’t have a process to track violations, Susan says “I had a board meeting last
night that wasn’t going really well until they got to see all the correction issues and the rules
module. I think there were 14 pages of violations and the board was ecstatic. They love it.
They can track it now. I feel like we’re only now just coming into our own with Pilera. I’m glad
we partnered with Pilera.” Pilera has also become part of the culture for PAS. Carlos states,
“Once the key individual really starts to adopt practices and we as leadership start to empower
and get people to start using features, it becomes part of the culture.”