customer service

A group of people joining hands, and exemplifying teamwork. Blog article - learn about the top goals that HOA management companies should focus on in 2023.

2021 was a challenging year as managers worked tirelessly on customer retention and safe reopening of offices and community amenities.  As we approach 2022, now is a great time for your HOA management company to set clear goals for the upcoming year.  In this article, we’ll share 4 important goals to help your management company start off the year right.  We also provide some insights on how technology can help achieve your goals.

1) Continue focusing on customer service improvements

The global pandemic has shifted focus back on customer service and how important it is to the success of any business.  Customer service is tied to every aspect of your business from client retention to company growth.  

Did you know that retaining a loyal HOA client is 5 times less expensive than acquiring a new one?  Each client you retain allows you to allocate monetary resources to uplift other aspects of your business that you would have otherwise had to forgo if that client left. The better service you offer to your customers, the more likely they are to renew their contracts which increases your financial bottom line. The ability to deliver strong customer service can also be a differentiator for your company and help you gain new clients.

Now that you understand the critical role that customer service plays in your community management company, how do you prioritize this goal in 2022?   

Being responsive

During the past two years, customer service operations have faced many challenges. Many companies have found it challenging to keep up with the high volume of requests as employees continue working from home or have a hybrid schedule. Customers have also reported longer wait times or having to contact customer support multiple times for the same issue.  Communicating internally with employees and providing an easy way for residents to contact you can help achieve better results. Here\’s what you can do to improve your customer service today:

  • Provide a way for residents to get in touch with you and make sure they know what that outlet is, whether it is email, social media, or a resident portal.
  • Set expectations on when your team will handle incoming customer requests, whether it is one or two business days.
  • Communicate internally with your staff and divide each employee\’s workload adequately. Use customer support software to manage resident requests from start to finish. Assign requests to staff members as they come in so nothing falls through the cracks. Through Pilera\’s resident support management feature, managers can automatically send e-notifications to residents with updates. Each action taken on a customer support ticket is tracked so managers can see what was done.

Promote self-service so your customer service is “always-on”

Residents expect to receive instant information about their community as well as “always-on” support.  However, when managers can’t always be there 24×7, a resident portal can serve as the community’s 24×7 information desk.  When updated regularly, a resident portal can be a powerful tool to promote self-service within the community.  Residents can look up their balances and make payments, view documents, learn about upcoming events, contact management, and more.  A portal offers them the convenience of accessing community information on any device or location without needing to call the management office.    

Regularly communicate with your residents

Communication is key for any customer service strategy to succeed.  When frequent and timely, communicating can help establish trust and transparency with your community members.  Things you should communicate with them about include safety issues or emergencies, maintenance, amenity policies, meetings, events, or other issues impacting the community.

2) Increase employee efficiency

Employee efficiency is key to every aspect of your business – employee retention, operations, customer service, and increasing revenue.  When employees are productive as a team, it improves the work environment, leading to less churn.  Many companies nationwide, including community management companies, are experiencing a rise in employee churn.  This puts a lot of strain on current employees as they scramble to take on the tasks of those who left.  This can result in employees becoming overwhelmed. Churn also strains the company\’s financial resources because hiring and onboarding a new employee costs much more than retaining an existing one.

But that\’s not all. Happier employees means happier customers. One of the most important reasons to invest in employee efficiency is that there\’s a direct correlation between increased employee productivity and customer satisfaction. Employees who find value and meaning in their work are more likely to stay and increase their productivity, and this results in more satisfied customers.

Now that you understand the impact of employee efficiency on your business, how can you achieve this goal in 2022? The key is to give your employees the processes and tools to help them work smarter, not harder.

Improve internal communications

According to Firstup, 86% of corporate employees state that poor internal communication leads to failures in the workplace.  It\’s important to regularly communicate with your employees, whether it be through virtual meetings, chat, or email. Check in with your community managers and staff regularly on tasks they’re working on, have completed, and any issues they need help to resolve.  Encourage two-way communication so that your employees are comfortable sharing their concerns and solutions.

Encourage your employees to get accredited

Industry certifications empower managers to be better equipped in handling various responsibilities for the communities they manage. When managers have the tools and resources to do their job, they’ll be more efficient and knowledgeable.  Consider encouraging your employees to partake in Community Association Institute (CAI)’s CMCA, AMS, and PCAM courses for the community association industry.

Susan Hoffman, Managing Director of Professional Association Services, Inc. in California, says that education is one of her company\’s most important goals.  “We’re pursuing that through Community Association Institute and the minimum certification is the CMCA and about half of our managers are credentialed that way.  We have a couple of people that have other credentials from other organizations.  But we’re on a trajectory to get everybody certified and credentialed so that we have a lot more depth and experience.  I’m a big proponent of education in the industry.  I was a facilitator for the CAI for a number of years and it’s very important to me that managers are educated and they at least understand the framework and they know where to go or what resources to get when they need help with something.”

The right technology can help employees get work done smarter

Technology has become core to a company’s operations.  However, employees may feel overwhelmed with the vast amounts of information and technology they are expected to deal with.  In fact, RingCentral\’s report states that 69% of employees lose 32 days a year toggling between multiple apps. Imagine having to log into separate applications to keep track of your tasks, communicate with your residents, upload community documents, work on maintenance requests, issue violations, or approve architectural requests.  Thankfully, there are software solutions available that bring a community manager’s most vital tasks together.

Community management software such as Pilera’s enables your organization to streamline important tasks like communications, maintenance, customer service, online payments, and resident engagement.  Multiple people in your organization can log into one platform and get visibility into each other’s tasks.  This allows your staff to work together and smarter without constantly needing to ask for updates.  For example, these key features in Pilera help increase employee efficiency:

  • Automated email notifications when tickets are created and assigned keep the right people informed.
  • Analytics reports give insights into which communities are creating the most amount of work, or which employees are overwhelmed.
  • Dashboards show managers at a glance the tickets that are assigned to them by prioritiy, urgency, or age, so they can plan out their day accordingly.    

3) Increase Revenue Streams

As many management companies focused on safe reopening and client retention in 2021, revenue goals remained on the backburner.  In 2022, consider how you can take incremental steps toward the revenue goals you want to pursue.  

When you increase revenue, you can improve profitability.  Focusing on revenue growth enables your management company to gain more clients, grow your internal team, and offer better service.  

You can combine one or more of the following growth strategies with your current offerings to improve profitability and reduce risk to your company.  

Offer new services

One way to position your company for growth is to offer new complementary services to your existing clients for an additional cost.  A great example is building an in-house maintenance team to offer home maintenance and improvement services to your residents.  

Offer your existing services to an untapped market

A study by Bain & Company showed that businesses that moved into an adjacent market saw the most profitable growth.  For example, if your company exclusively services single-family homes, you may consider aligning your services to condominiums, high-rise or luxury condos, or even apartments.      

Expand geographically

Many management companies operate within a specific city or multiple neighboring cities.  One way to improve your company’s growth is to expand into an adjacent regional location.  As you come up with your expansion plans, it’s important to evaluate the following:

  1. Existing regulations that your company will need to comply with in the region you\’re interested in entering. 
  2. How similar or different are the needs of communities in this new potenial city/state as compared to where you are currently operating?
  3. How easily can you adapt your business model to meet potential clients’ needs or succeed in the business environment?
  4. Existing competitor offerings – What can you offer that’s unique and isn’t offered by local competitors?  
  5. Business relationships that you can create in the area to solidify your offerings such as availability of high quality contractors.

Whichever growth strategy you opt for, community management technology can help you scale.  Pilera’s community management feature is an enterprise solution that makes it simple for managers to handle any type of community in their portfolio.  Features such as unlimited staff users, cross-community search and dashboards, reports, and user roles all help to organize work, increase efficiency, and improve security as you grow your portfolio.  

4) Reduce Costs

Driving costs down is crucial to improving your company’s growth.  However, the challenge is to not compromise your company’s core values or the quality of the customer service you provide.  Here are two major ways you can reduce costs:

Invest in community management software

Using the right software can help save money while automating many mundane tasks for your business.  Pilera’s community management software helps you centralize vital community tasks such as communications, maintenance, customer service, document management, payment processing, event management, and much more in one place.  Community management software reduces costs in many ways, here are just a few of them:

A) Reduce paper mailings

Automating phone, email, and text messages to notify residents can save thousands of dollars per year in paper mailings.  Even sending electronic notices for maintenance, rule violations, ACRs, events, and documents through Pilera pay for itself. 

B) Eliminate paperwork

Previously, managers would keep track of work orders, tasks, and resident data through handwritten notes.  Switching to a community management platform like Pilera helps you declutter your office space and track tasks more easily.

C) Reduce hidden expenses

When you reduce time, you save money!  A hidden expense such as an hour-long phone call with a resident that could have been resolved through a self-help portal is one such expense that many companies overlook.  Technology can offload many tasks like communicating to your entire portfolio, notifying vendors, or providing a 24×7 help desk to residents. 

Help your communities to reduce cost

In addition to helping your communities manage operations, it\’s also important to help them save money. When you help your clients save money, you can save money too.  Here are some ways to help your communities reduce costs:

A) Budget planning and monitoring

By this time, your communities will have already prepared their budgets for the upcoming year.  However, it’s important to have a working budget the community can use to monitor income and expenses in real-time. 

B) Preventative maintenance

Preventative maintenance is the action of regularly monitoring the condition of your community’s equipment and identifying issues early before it escalates into an emergency situation.  While it reduces equipment replacement costs for your communities, it saves your staff time from unexpectedly having to go on-site to assess the situation.  Many Pilera clients handle preventative maintenance by creating work orders, setting a due date and priority, and then assigning them to vendors or staff.

C) Reserves study

It’s vital that HOA’s conduct a reserves study to identify all the equipment in their communities and when they need to be repaired or completely replaced.  This study helps the Board to identify how well prepared they are financially to take care of these repairs or replacements. 

Summary of HOA management goals you should focus on in 2022

Set goals early for 2022 so that your management company can take action toward those goals and monitor them regularly. To take your company forward, focus on these four important goals:

  1. Improve customer service – Ingrain customer service in every part of your business. Respond to residents in a timely manner, promote self-service within the community, and communicate regularly with them. With the right technology, you can provide residents with a 24×7 information desk and make it easier for them to contact you with questions.
  2. Increase employee efficiency – Create processes and give your employees the tools to help them work smarter and be more productive. Improve internal communications with regular check ins to make sure your employees feel valued and get the assistance they need. Encourage employees to get accredited in community management so they can solve everyday challenges more easily. Finally, provide employees with a tool that centalizes all of their important tasks. Community management software platforms consolidate all important tasks in one place.
  3. Increase revenue – To generate additional income, consider providing new complementary services to your existing clientele, serving a new market, or expanding to a new geographic location. Community management software such as Pilera\’s helps you scale no matter which avenue you choose.
  4. Reduce costs – Manage your costs more effectively without compromising on quality is something that many businesses struggle with. Start by helping your clients save money and investing in community management software to automate everyday tasks.

An image of mail boxes. Pilera released a new PDF letter generation feature for the community management industry.

Greetings! We are back this month with some quality of life enhancements for our newest PDF Letter Generation feature, as well as other communication and support ticket features!

Enhancements

PDF letter generation update

Last month, we introduced a new feature where managers can generate PDF letters to mail to their community.  In this month’s release, we’ve enhanced the header and footer settings for the PDFs.  You can now upload your header and footer once and share them across all of your communities.  You can set this up by going to the Communication Settings and uploading your header and footer in the “Global Postal Mail Header & Footer Area”.  Each community can then override the company settings if they wish. The global settings are especially useful when a management company uses the same header and footer across all their communities to keep their branding consistent. It saves managers time and reduces errors.  

Manage support tickets directly from the occupant detail page

Managers can now track and manage resident support tickets directly from the occupant detail page.  Filter tickets by the state, view or update the ticket, or create a new ticket all within this page.  This feature is great for assisting residents during a phone call or tracking previous interactions with them.

Generate PDF letters through the Send Message functionality

In the Send Message functionality, you can select occupants even if they have no communication preference.  Then, you can generate PDF letters to mail to these occupants.

Sending a test message

Previously, when sending out a test email to yourself, message monitors and announcement monitors would receive a copy of the email.  Now, only the individual who generates a test email will receive it.


About Pilera

Pilera Software is the premier property management software that has helped thousands of community managers and back-office personnel improve customer service. Request a personalized demo so you can learn how Pilera’s community management suite can increase work efficiency for your company.

Image of an aerial view of a community. Blog article - Pilera quarterly wrap up - customer support management, ticket alerts, and resident portal.

Greetings,

We’re back with our quarterly feature wrap-up series where we share the new features we’ve released in the past three months! Some updates are brand new features that improve your operations and customer service, while others are quality of life enhancements to make running your communities more enjoyable! Without further ado, let’s get started!

Q3 Feature Wrapup

New Customer Support Management

The Customer Support Management feature is a new addition to the Help Desk product. Through this new feature, you can manage resident requests from receipt to resolution, reduce inbound calls, and improve the resident experience.

Watch the video!

How this new feature takes your customer support to the next level:

  • Promote self-service within your communities by giving your residents an easy way to submit tickets. In addition, they can receive instant updates and comment on their requests.
  • Keep your team aligned with ticket assignment, priorities, and due dates. Additionally, you can easily sort through tickets in our powerful dashboard. As a result, your team is always in sync and no support requests fall through the cracks.
  • Run your business more efficiently with Pilera\’s community and portfolio-level reports. Community-level reports give you important insights to convey your value to clients. Company-level reports help you analyze the amount of work each community is generating and its impact on your staff.

Read our detailed release notes to learn more.

Professional Ticket Alerts

Do you need a better way to inform residents what to do if they have an emergency maintenance situation? Or to provide residents with instructions before they submit a support ticket? That’s where ticket alerts come in!

You can create a professional-looking alert on all tickets in Pilera to notify residents of time-sensitive information. These tickets include work orders, ACRs, violations, support, activity logs, and tasks. This not only keeps your residents informed but also saves your staff a lot of time!

Get the step by step instructions on how to create them here.

Updates to the Resident Portal

Residents can now view and comment on unit activity logs and violation tickets they receive directly in the portal. This new enhancement helps to significantly reduce inbound calls to the office by encouraging your residents to view and provide updates to you.

Integration Updates

  • VMS – You can now implement Single Sign-On (SSO) for Paylease online resident payments.
  • Jenark – You can now display future ledger entries in the resident portal with our integration.

The latest at Pilera

Just Out – Automated Communication gets a new look!

We’ve redesigned the Send Announcement and Send Message pages to make your workflow more efficient. Check out the changes in our latest post!

Coming Soon – Physical mailing for Jenark and standalone clients!

Our new physical mailing feature for Jenark and standalone is currently in the beta stage with a subset of our clients. Get a first look at it in our latest release notes!

Stay Tuned

Our goal here at Pilera is to continue innovating so that our clients can better serve theirs and gain a competitive advantage. Stay tuned to our blog for upcoming new features and enhancements!


About Us

Pilera Software is the premier property management software that has helped thousands of community managers and back-office personnel improve customer service. Request a personalized demo so you can learn how Pilera’s community management suite can increase work efficiency for your company.

Customer service is at the heart of any HOA management business.  When done well, customer service increases board member and resident satisfaction.  In today\’s digital age, residents are looking to the web to get answers instantly. They also look up to their management company to provide them with quick and reliable support. That\’s why it\’s important to give your residents an easy way to find answers. When they do reach out to you, tracking their requests on sticky notes and spreadsheets isn\’t enough. Your team needs a more efficient way to organize these requests so you can deliver reliable and fast support.  Enter customer support software. 

Customer support software helps you to organize your customer support requests from start to finish. In this post, we focus on why your HOA management business needs customer support software and how to identify what’s right for you.

What is Customer Support Software?

Customer support software is a set of tools that enables companies to better assist their customers.  It also tracks the journey of customer support issues from start to finish so your staff members have all the information they need to deliver the best experience.   

At a basic level, customer support software helps businesses to:

  • Keep track of incoming customer requests and issues. 
  • Help managers stay organized and accountable.
  • Maintain a history of important customer data to cut down the time it takes to solve an issue.
  • Provide customers with self-service capabilities.  
  • Make important business decisions with reports.

Benefits of Customer Support Software

Customer support software offers companies a simpler way to manage customer requests and keep their team aligned. Let\’s talk about how a community management-specific customer support platform can benefit your HOA management company.

An easy way for residents to get in touch with you

Residents will frequently come to you with a question, issue, complaint, or suggestion.  It’s vital to give them a channel where they can be heard.  Customer support software enables residents to submit a support request, attach relevant files, communicate with their manager, and get status updates.  When you keep residents in the loop, they’ll feel more connected to the community. 

Help residents help themselves

In a digital-first world, residents expect to find information in an instant.  According to recent studies, 89% of millennial customers will conduct an internet search to find the answers they need before calling the company.  As more millennials become homebuyers, it’s important to create a knowledge base that is searchable and answers their questions.  

Customer support software enables your HOA business to have a presence 24×7 even if your managers can’t physically be there to answer phone calls or emails.  This puts less strain on your call center or client service team.  You’ll also increase resident satisfaction, as they can quickly find the information they’re looking for.  

Manage company and community knowledge

A knowledge base also streamlines the knowledge and learning of important community processes.  

When managers have a well-stocked knowledge base, it can save them time in responding to resident support tickets.  It also helps an after-hours staff member to quickly find important information when dealing with residents.  

Change is part and parcel of managing communities.  When a manager or board member leaves, you can use a knowledge base to train new members.  This is instrumental in getting a manager or board member up to speed so they can deliver the best customer service to residents. 

Keep your client services team organized and accountable

To deliver on the promise of fast and reliable customer service, your client service team needs a way to organize and prioritize incoming tickets.  Customer support software makes it simple to assign tickets, prioritize them, and set a due date.  That way, each manager is accountable for their work.  Having a customer support platform in place improves team communication so that nothing is lost in translation. All managers can work together on one platform to give residents the best customer service.

All customer data in one place

When you’re working to resolve a support ticket, it’s important to have context for the issue you’re handling.  That way, you can provide the resident with an accurate solution.  

A customer support platform, especially an HOA-centric platform, will allow you to track information at a unit or person level.  Consider the types of information you can use to resolve support issues faster:

  • Other occupants in the unit.
  • Payment transaction history.
  • Guests.
  • Pets.
  • Vehicles.
  • Insurance.
  • Previous support tickets.
  • Maintenance requests.
  • Violations.
  • More!

The support solution should also track every action that’s been taken on a support request.  This includes when a ticket was assigned or reassigned when a comment was added, or when the status was changed. This information helps to keep your team accountable.

Increase board satisfaction and loyalty

To retain your customers, you need to show the value you’re providing them.  However, this is something that many management companies struggle with.  

Through a customer support platform, you can generate reports to help you accurately convey the work you\’ve done. The reports should show how many resident requests came in and how many you’ve resolved.  You can create these reports on a weekly or monthly basis based on your needs and present them to the Board. 

Gain insights to run your business more efficiently

Your client services team is putting effort to deliver superior customer service to the residents.  Now, it’s time to understand the impact of those efforts.  

As a business owner or manager, you’ll want to know how those efforts are panning out.  Is one community creating more work than another?  Is anyone in your client services team overwhelmed with work?  

A customer support platform gives you vital insights to answer these questions. You\’ll be able to find out how many requests your staff is opening or closing in a given timeframe.  With this information, you can confidently manage staff workload.  These reports also tell you how much work each community is creating.  If your team is getting a lot of support requests from a specific community, you may consider increasing rates when it\’s time for clients to renew. Also, it\’s easier to justify the price increase.

Choosing the Best Customer Support Software for Your HOA Business

Customer support software is key the day to day operations of your client service team.  Now that you have a better understanding of how it can help your HOA management business, how do you choose one that’s right for you?  To help you identify which tool is the best for your company, consider these questions.

  1. Can residents easily contact you?
  2. Are there any self-service capabilities within the platform so residents can find information on their own?
  3. Can you easily manage the wealth of knowledge that your communities or company have? 
  4. Can you organize and prioritize tasks for your team?
  5. Is there an easy way to track and find unit-specific information so you can cut down the time it takes to respond back to them?  
  6. Can you generate reports so you can show value to the Board?
  7. Can your company executives get business analytics to help them in making important decisions?  
  8. Is the software easy for your staff, board members, and residents to use?

Since there are many tools in the market, it\’s important to evaluate how each vendor addresses the above questions. As you start evaluating options, see how generic customer support tools compare with an HOA-specific tool such as Pilera’s.

Drive resident and board loyalty with Pilera\’s customer support platform

Thousand of managers use Pilera daily to improve their customer support operations. Designed for the HOA and property management industry, Pilera offers a comprehensive set of tools that allow managers, board members, and residents to all work together.

Managers can deliver better service while increasing efficiency for their team with comprehensive customer support tools, activity tracking, communications, and knowledge base. They can also increase communication with the Board through task tracking and comprehensive reports. Professional Association Services (PAS), a California-based management company tracks over 2,000 resident interactions per year and presents their Board with transparent reporting they love.

Meet resident expectations with a single place to make payments, submit requests, update contact information, and manage their unit. Residents can log into a secure portal to submit support, maintenance, and architectural requests. They can also update their contact information and manage their unit to keep their managers updated. Through Pilera\’s integrated customer support solution, managers, board members, and residents keep each other informed and can build better communities.

Are you wanting to strengthen your competitive position in the property management market or improve staffing decisions internally?  Well, now in Pilera, management executives will be able to do all this and more with our new Ticket Analytics Reports! Insights from these reports can facilitate decisions on daily operations, customer retention, and new customer acquisition efforts.  The Ticket Analytics Report combines created, closed, and open metrics for all ticket types into one report.

Where you can find the new report:

Navigate to the Work Orders or Activity Logs page in the app and click on “Analytics Report”.  You can further slice and dice this report by selecting a specific community or all communities, date range, and time range up to the minute.  

How the new report can help maximize efficiency in your operations:

1) Gain business insights on a community or portfolio level

The Ticket Analytics Report helps gain valuable business insights on a per community basis or across the entire portfolio of communities. Company Admins (referred to as executives in our post) can generate reports cross-community, and Community Managers (referred to as managers) can generate reports in the communities they are responsible for operating. When the company executive selects “All Communities”, they will be able to see a breakdown of every community and all the created, closed, and open tickets for:

  • Work Orders
  • Activity Logs
  • Tasks
  • Architecture Change Requests
  • Rule Violations
  • Insurance

2) Determine the profitability of a client

For each community, executives will be able to see the number of created, closed, and open tickets.  These metrics are an important indicator of the amount of work your company is performing for the community.  If a community is generating too much work and the costs outweigh the profits, the company may decide not to work with that community.  Company executives can then determine how much to charge back to the community for services rendered or how much to increase the going rate for annual fees based on manager output.  

3) Successfully compete in the property management marketplace

An important goal of management companies is to increase their competitive position in the property management market.  Management companies compete through service offerings and pricing. Business insights from reports are a powerful way for the management company to bring added value to prospects. Their ability to provide these business insights can serve as an important selling factor for the community.  Company executives can also adjust their bid price for the new community by using the work they handle for current clients as a base.

4) Improve staffing decisions

An optimal level of staffing is critical to running daily operations and providing clients with the customer support they expect to receive.  In the Ticket Analytics Report, company executives can view a list of all employees and the tickets they’ve created, closed, or are still open and assigned to them broken down by the type of ticket. These metrics will assist executives in making better-informed decisions to fulfill their staffing needs.  Created tickets versus closed versus open in a time frame will inform executives if their staff is getting overloaded and where to direct their resources for better productivity. This information will also support their decisions to hire more property managers or if building a team of in-house maintenance staff makes more sense.

5) Increase client satisfaction by providing business advice to clients

The Ticket Analytics Report is a great tool to use during management’s weekly meetings with HOA clients.  Key metrics in the report can help in providing board members with essential business advice to make the best decision for their community.  During these weekly meetings, managers can present all the work that has been completed by type of request, from work orders to tasks. Closed tickets versus created tickets can also provide a good indication of whether specific requests are taking too long to complete.  In this case, managers can dig deeper into their data in Pilera. Such advice to the board may be to solicit vendor bids that can reduce response time or enhance the architecture change approvals process to meet resident requests faster. The more informed business advice you provide to your clients, the longer they’ll want to stay with you.  It’s a win-win for all!

Whether your main goals are to improve operational efficiency or increase growth, the new Ticket Analytics Report in Pilera can provide valuable information to make important decisions.  Executives can utilize this report to make decisions that are important for scaling their company’s growth. Property managers can leverage key metrics in the report to provide their HOA clients/board members with critical business advice and increase client satisfaction.  To learn more about the new Ticket Analytics Report and how it can benefit your company and the communities you manage today, contact [email protected].


About Pilera

Pilera Software is the premier community and property management suite that has helped thousands of community managers and back-office personnel enhance communications, improve customer service, and manage compliance and operations.  May we help your community achieve these success stories?  Book a demo to see how Pilera’s community management suite can help your company. 

Turning prospective HOA and condo associations into clients can be overwhelming and pose a challenge for management companies.  With the property management market becoming more consolidated and saturated with many players, small and mid-sized management companies are finding it difficult to compete.  Many management companies who have lost out on associations learned that upon asking their communities about their decision-making process, the associations loved what they did, but another company had resident-facing software that they needed.  A resident-facing software can prove to a powerful selling factor and give companies an edge over the competition.  Pilera Software is one such management platform that empowers HOA and condo companies to gain more prospective clients by providing them with management and resident tools to more efficiently operate the community. 

Self-service resident portal

In the age of digital information, residents expect to receive up-to-the-minute news and perform various tasks quickly.  Residents will appreciate having a self-service resident portal that allows them to manage updates and occupants in their unit, pay their dues on time, submit service requests, get instant answers from a knowledge base.  This central portal also helps them to stay connected to the community through upcoming events, communication, and the resident directory.

Customer service

Customer support operations are at the heart of any community operation.  Quality customer service results in happy residents and board members that will want to retain your services in the long-run.  Pilera’s help desk product helps managers to stay on top of customer support through ticket creation, assignment, and follow-up dates to ensure nothing falls through the cracks.  The ability to collaborate on a ticket ensures that correct information and direction are being given whereas comprehensive audit tracking keeps everyone knowledgeable on a support ticket.

Property and common area maintenance

One of the most important functions of a community manager is to maintain or increase property values through the specific units (association-responsible) and common area maintenance.  The tracking of work orders from creation to completion allows managers to stay organized and accountable for their work while keeping their co-workers and residents in the loop.  Email notifications to residents reduce calls to the office and allow managers to work on more important projects for the community they’re managing. 

Do you have the tools right for you?

Many of our clients have shared their experience using Pilera’s suite of community management tools and say that the tools have made it easier for them to have a conversation with prospective associations and eventually land their business.  Having the right set of tools that is available 24×7, customizable, and reliable is vital for enhancing your customer support operations and meeting resident expectations. To learn more about how Pilera can benefit your communities today, connect with us at [email protected] or read more about our client’s success stories.

With information being readily available on the web, residents expect to obtain answers to their questions quickly.  According to Hubspot, at least 5.8 billion searches are conducted per day and each person performs 3-4 searches every day.  With more individuals relying on digital platforms to get instant answers, it’s become crucial to develop a knowledge base that serves as the community’s own search.  For this month’s Manager Toolkit, we provide five helpful tips to make your knowledge base a powerful one-stop-shop for all community Q&A’s.

What is a knowledge base and how is it useful for community/property management?

Pilera’s knowledge base is a searchable, online help center/FAQ section.  A well-built knowledge base’s purpose can be two-fold: 

  1. Provide residents with the answers they need, increasing their satisfaction with management and their community.  Also, empowering residents to obtain answers themselves reduces the volume of calls and emails queued at the management office.
  2. Serve as an internal FAQ for community managers and board members to assist them with customer support operations.  The knowledge base can also be a powerful training tool for incoming managers and board members.

Tips to create a powerful Knowledge Base:  

1) Phrase the question the way residents/staff would search for it

Before you start writing your knowledge base article, put yourself in the shoes of the resident or staff member searching for information.  How do they ask you questions over the phone? How residents phrase their questions is key to providing an excellent search experience. Adding “What is the guest policy” or “Guest policy” within the title or content will improve the likelihood of residents finding that article in the search results.

2) Add a table to display information

Tables can be added within Pilera’s content editor to convey complex information to residents or staff. Examples include equipment warranty, maintenance responsibility chart/matrix, maintenance contacts for residents, a list of all emergency community contact information, and more. You can format the table to create a professional look with borders, text alignment, cell alignment, text colors, background colors, and more.

3) Categorize with tags

In each knowledge base article you create, you can add tags that will be visible on the right-hand side of the search. Residents/staff can simply select a tag and then all articles with the tag will display. Your residents and staff will appreciate just how easy it is to find the answers they are looking for. Try to keep tags generic such as “Guest Policy”, rather than “# of Guests allowed on the property”. This allows you to maintain a clean look in the knowledge base, provide a good search experience, as well as allow for multiple articles to display for one tag.

4) Set permissions for articles

In Pilera, managers can set permissions for articles to restrict content by the type of user. Permissions help ensure that your knowledge base content is relevant to the resident searching answers. For example, you can restrict lease-related content to only tenants. There are three main permissions for knowledge base articles in Pilera: Anonymous, Owners, and Tenants. If you wish to maintain certain articles for internal purposes only, you can do so by not selecting a resident type and only managers will see the article.

5) Keep adding relevant content, get residents coming back for more!

Once you’ve built the knowledge base, don’t just stop there. Continue to build a list of questions that you receive from residents and create articles to address them. If one resident is asking a particular question, chances are high that other residents will have that question too. Furthermore, keeping your knowledge base content fresh improves resident satisfaction and engagement – they’ll keep coming back to the portal for more!

Implement a knowledge base today!

The knowledge base is a great tool to educate homeowners, tenants, board members, and managers about the community and its policies.  A knowledge base that is built well will keep your residents happy, informed, and they’ll come back to the portal for more information.  Your managers will also appreciate the decline in calls, which will give them more time to allocate to more important community projects.    

Video: Deliver better customer service today with Pilera Help Desk


About Pilera

Pilera Software is the premier community and property management suite that has helped thousands of community managers and back-office personnel enhance communications, improve customer service, and manage compliance and operations.  May we help your community achieve these success stories?  Book a demo to see how Pilera’s community management suite can help your company. 

Customer support staff.

As a support manager or staff member, you wear many hats in ensuring the smooth operation of the communities you manage. You’re triaging new resident requests among your support staff, assisting residents, creating help documentation for residents and your internal staff, and presenting all the work completed to the board. Therefore, your major goal is to create a good experience for residents. It’s a rewarding feeling when you’re able to successfully streamline the support process while making your residents happy and your staff satisfied with the role they play. At Pilera, our focus is to continue building upon our help desk functionalities to help make customer support more rewarding for everyone. In this month’s edition of the manager toolkit blog series, we’ll cover the top resident support tools you can use in the PileraCare product.

How Resident Support Brings Value To Your Community

Streamlined Support Requests: 

PileraCare support ticketing feature allows residents to easily submit support requests, which can then be tracked and managed by community managers. This improves the speed and efficiency of addressing issues, leading to higher resident satisfaction.

Enhanced Communication: 

Updates and responses to support inquiries ensures that everyone is well-informed and reduces misunderstandings.

Improved Customer Service:

Tracking and managing resident issues and complaints helps you ensure they are resolved promptly and efficiently. This leads to higher resident satisfaction and retention.

Time and Cost Efficiency:

By automating many routine tasks, PileraCare resident support software saves time for community managers, allowing them to focus on more strategic initiatives. This can also lead to cost savings through improved operational efficiency.

How PileraCare can deliver personalized resident support

Resident Support Tickets

Eliminate miscommunications and disjointed updates with Resident Support Tickets. Whether your team is in-house or outsourced, Pilera Care ensures everyone stays perfectly in sync.

By keeping everyone on the same page, your staff can provide outstanding, confusion-free service. This unified approach not only streamlines operations but also significantly boosts client satisfaction through exceptional, seamless service delivery.

  • Residents and managers can create tickets for resident issues and requests. Attach photos and documents with tickets to keep everything organized.  
  • Tickets can be assigned to managers, and updates and resolutions can be updated with the ticket. Residents have access to the ticket and resolution in the portal, and will also receive automated email updates.  
  • Cross Community searching can help you quickly assist residents by gaining access to their ticket history, or creating new tickets.
  • All managers can be provided access to the full community and/or portfolio ticket history, including email replies. Eliminate wasting time searching for status updates when a manager is out, or if there is management turnover.   PileraCare is your one stop shop for all resident data, tickets, and interactions.
  • Easily create Resident Support tickets on the go with our Quick Add Ticket feature. Whether you are on site with the client, or working remotely, the Quick Add Ticket feature saves you time.
  • Quickly and easily bulk assign, update, open or close tickets.
  • PileraCare’s comprehensive ticket charts and analytic reports quickly provide the insight you need. Run reports by community, issue type, ticket assignment and more.

Knowledge Base

Reduce resident emails and calls by providing answers to commonly asked questions through your Pilera Care portals.    Improve resident satisfaction and cut down on resident frustration by providing the answers to questions your residents need, 24×7.   PileraCare’s KnowledgeBase  not only saves your staff valuable time but also enhances the experience for your residents and improving resident satisfaction.

  • This feature provides a frequently asked question section for residents or managers
  • Easily post answers to commonly asked questions for 24×7 access to the information your community needs
  • Knowledgebase articles can be open to residents and managers, or you can post internal FAQ articles for quick manager only access
  • Add keywords and tags so your community can search for the specific answers they are looking for

Data Management

PileraCare portals provide a one-stop spot to manage all of your resident data.   Enjoy peace of mind knowing you can quickly retrieve the data you need to provide expedient service to your communities.    If you experience turnover, or even have routine manager vacations, PileraCare portals allow any manager to step in quickly to assist and record resident requests and updates seamlessly.

  • Keep track of resident Insurance policies for compliance – homeowners insurance, vehicle and more.
  • Create custom categories for any type of insurance you need to keep track of.
  • Tenant & Lease Tracking with automated lease expiration reports
  • Vehicle Search – search by plate, make & model to quickly find the owner of a vehicle that may be parked illegally
  • Pet Tracking – allows for searches by color, breed, or other descriptions to help find an owner of a lost pet
  • Save unit/occupant documents right in their Pilera portal record

By leveraging resident support software like PileraCare, community managers can create a more efficient and effective management process, leading to a better living environment for residents and a more manageable workload for themselves.


About Pilera

Pilera Software is the premier community and property management suite that has helped thousands of community managers and back-office personnel enhance communications, improve customer service, and manage compliance and operations. May we help your community achieve these success storiesContact us to see how Pilera’s community management suite can help your company.

Several residents meeting one another.

Different properties tend to have typical rental cycles, depending on their residents. For example, properties in cities with a lot of students tend to turn over apartments either at the beginning or end of the summer. Of course, when students graduate, there isn’t much property owners can do to entice them to stick around. New jobs in new cities or the low rent available in childhood homes are difficult to compete with. However, if your tenants are not students or if you want to keep students in their apartments until the end of their college careers, there are a few things you can do to keep your lease renewals high.

The top three factors people cite when discussing their decisions to renew are maintenance services, safety and security, and customer service. If you deliver these on these factors all the time, you can be certain to keep your renewal rate high.

When tenants call with a maintenance issue or show up in the leasing office asking for help, send someone over quickly with the tools they’ll likely need to fix the problem. Doing so keeps tenants happy and makes the management team look efficient.

People should always feel safe in their homes, whether they’re behind a locked door or crossing the parking lot. Make sure your property is well-lit and that burned-out bulbs in fixtures are replaced quickly. If incidents like theft or vandalism take place on the property, inform tenants quickly so that they can take extra precautions, and work with law enforcement to resolve the issue quickly.

Finally, keep customer service top of mind all the time. Make sure that you and your employees always greet tenants with a smile. Put them at ease when they express a concern. And most importantly, make sure you have a team in place that genuinely cares about your tenants and their homes.

Pilera is a best-of-class, easy-to-use, comprehensive online property management solution for apartments, condos, and associations. Pilera provides the easiest, most comprehensive data management capability available to property managers, leasing agents, boards of directors, and back-office personnel. Quickly and easily access whatever you need, whenever you need it, from wherever you need to be with office or mobile phone connectivity. You are never out of touch. Act on the document/information accessed from the office or “on the road” with Pilera-supported mobile capability. Contact us today!

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