Bridging the gap between community and management

Empower your HOA management team to build connections that stand the test of time with Pilera’s industry-defining CRM.

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Trusted By Management Companies & Self-managed Communities

CRM purpose-built for the Community Association industry

PileraCONNECT

PileraOPS

PileraCARE

PileraENGAGE

PileraVOTES

People-focused community management software

Empower your communities with Pilera’s intuitive CRM software, helping you put the focus back on community relationships.

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It’s like having a manager in every home

Maintain a personal touch with automated phone, text, email, and postal mailing. Be the first to offer fast and accurate support when your residents need it.
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Create self-reliant and happier communities

Modern and easy-to-use self-service tools reduce administrative burdens, paving the way for happier and well-run communities.
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Work better together

Collaboration tools, automated updates, and audit trails enable managers, boards, vendors, and residents to stay in the loop.

Transforming communities, one success at a time

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4.8/5 from 28+ reviews

“The biggest thing I can say about Pilera is I have zero website development experience. Never have I edited a website before working here [Solomons Landing Condominium], and this [Pilera] made it so simple. Your website platform is awesome!”

Norm Patton
Property Manager – Solomons Landing Condominium

I find Pilera very easy to navigate, update, and maintain. I look forward to our community’s increased reliance on Pilera is the central location of personal data, documentation, and workflow information.”

Erica Mellimann
Board Member

Community members using Pilera have found the notices and condo docs, minutes, by-laws, etc. very informative. Folks who use the site appreciate being able to read the minutes. The managers have not yet opened the site for advertising or community events, which is unfortunate, but perhaps in time, Pilera’s full potential will be made available to our community.”

Bonnie Bourdon
Board Member – Woodhaven Condo Association

“Pilera was amazing in the Emergency situation at Monarch Bay. The Sheriff’s department issued a lockdown and we were able to communicate to the entire community what was happening. It was ESSENTIAL over the last few days while trying to keep everyone informed.

Kimberly Cain
Operations Team Manager, Monarch Bay

“With the emails feeding from VMS, we are able to send late notices, water shut offs, asphalt paving, traffic flow notices, monthly assessment reminders, and general information with a check of a box. This is a faster more efficient use of our time than emailing, and we can track who has received and read the notice. Homeowners are viewing their ledgers for payments, late fees, and fines and using the “make a payment” button to bring their accounts current.”

“The continued updates and additions to the system over the years have been a pleasure to be a part of.”

We definitely use this [Pilera] as a selling tool.  We feel potential clients are impressed with the system and transparency.”

Theresa Beers
Vice President of Community Associations – T-Square Properties

After a year of working with Pilera, we couldn’t be happier with our decision to leave our previous platform. Pilera is extremely user friendly and with the proper training and education you will see the increase of productivity both internally and with clients. The Pilera support team been exceptional since day one. We love that Pilera is constantly working to improve the software and on numerous occasions have built in modules to increase workflow based on suggestions from their clients.

Sarah White
Property Manager

“Pilera has been beneficial for us internally and externally. Additionally, the accountability that Pilera offers is extremely useful when it comes to giving Boards information regarding what we have done vs what a Resident might say. Lastly, the user-friendly capability that the entire system ensues…We made this change for our Company after deciding which route to take because this is the best option to better serve our clients and staff in a positive way.”

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Lindsay Diafeira
Director of Client Care & Licensed Property Manager – Hillcrest Property Management

"Electronic elections improved the legal compliance of the process and reduced our costs."

“After updating our HOA bylaws we conduct Board of Trustees elections with an electronic option via Pilera. Already had 2 annual elections, and in the most recent about 80% of homeowners voted electronically via Pilera with the rest voting by paper. Electronic elections improved the legal compliance of the process and reduced our costs.”

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Michael P.
Princeton Greens

“Efficiency and Effectiveness”

“I have used Pilera for over 10 years. It has been one of the most reliable elements in my company. The managers and clients are very happy with it. As stated in the title, this product has helped our company become more efficient and more effective in our everyday tasks.”

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Bob Keegan
President, Dirigo Management Company

“Practical and user-friendly software!”

“Management is lovely, professional, and responsive. Very pleasant working relationship and I genuinely like these people. Pilera is extremely user-friendly both for the management company and for the clients. We particularly like how aesthetically pleasing the interface and communications appear, and how it can be used to reverse 911 for any urgent notices needed.”

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Elizabeth Caswell Dyer
CEO, Sopra Communities

“Dependable, Scalable, Consolidates, basis for our recent success!”

“Our office now runs all our resident interface and communications through Pilera. The resident portals have been a big hit with our residents. I can’t tell you how happy our Boards are with our reporting capabilities. What we really appreciate from a business perspective is the level of support and the constant improvement culture Pilera exhibits. They don’t rest on their laurels. They continue to improve on their offerings.”

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Carlos Molina
CTO, Professional Association Services, Inc.

Showcasing Pilera's Partnership in Action

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How a 225-unit condo association modernized their communication policy.
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Who We Serve

We empower community management for organizations focused on impact and client-centered innovation.

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Free resources for community association managers

A condo building has a board of directors that runs the property. Its members are elected and it runs the condo’s homeowners association. The board members have a lot of responsibilities that include collecting and managing HOA fees, handling legal issues, developing and enforcing rules and regulations for the building, maintaining the property, and regularly communicating with community members about finances, regulations, or anything else that needs to be discussed.

That’s a lot! And presumably, board members also have day jobs, because these elected positions typically don’t pay.

This is where a management company comes in. The overworked board members can delegate some of their responsibilities to a management company. In short, the board creates regulations and the management company enforces them. The management company secures insurance for the property, manages finances, communicates with residents, and prepares reports to keep the board aware of everything going on in the property, such as tasks the company has accomplished or detailed financial information.

A management company will never replace a board of directors, but it’s a useful tool for board members who simply are unable – or unwilling – to keep up with all the responsibilities their position entails.  

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!

As we enter a brand new year, we’re excited to reflect on the features we\’ve released last year.  Furthermore, for us at Pilera Software, this past year has been a thrilling journey filled with innovation and commitment to making our community management clients’ jobs easier!  This blog article will share an overview of new modules, improvements, and achievements in 2023! 

New Modules

We continue to develop new modules based on our clients\’ needs to help you create more self-sufficient communities. From brand-new modules to improvements, our software has evolved to cater to the growing needs of modern community management.  

1) PileraVOTES

If you’re tired of delays in community decision-making, worried about security, or have to deal with the tedious chore of manually counting votes, PileraVotes can help!  We just introduced PileraVotes, a more streamlined way to run secure and fair voting or elections in your community association.  Our new voting platform allows you to reach quorum faster, improve community decision-making, and increase satisfaction.  Our beta clients have experienced 80% owner participation with the platform.  

How PileraVotes simplifies your community’s voting experience:

  • Easy to use & modern voter portal
  • Vote on anything – surveys, amendment changes, and elections
  • Questions customized to your community’s needs with candidate write-in options
  • Fractional voting with unit weights
  • Restrict to one vote per unit
  • Secure access link
  • Tamper-evident technology
  • Instant tallying with visual charts & reports
  • Integrated with your daily workflow for resident engagement and communication. 

Learn more about E-Voting for your HOA or Condo community in our release notes.

Resource: Guide to Running Smoother HOA Elections 

2) PileraPROCURE (Request for Proposal Software)

Securing qualified vendor bids and contracts for your communities can pose a challenge. That\’s why Pilera launched Pilera Procure (in partnership with RFP Plus), a cutting-edge RFP tracking solution. It centralizes all your request for proposal (RFP) tasks, vendor communications, and documents in a single location, simplifying data retention. Our RFP solution streamlines your processes, saving your team valuable time, fostering stronger vendor connections, and ensuring you can get the best bids for your communities. 

How our RFP management solution makes your procurement process more efficient:

  • Manage your entire process, from sending an RFP to finalizing a vendor.
  • Automate RFPs quickly with bulk sending and assignment
  • Get board member approval on RFPs
  • Track vendor and staff responses directly within the RFP
  • Protect your community with license expiration notification reminders to managers and vendors.
  • Dashboards and charts that give you visual insights into your RFP progress
  • View accepted/rejected vendors per category
  • All RFPs, documents, and communications are in one place.

  

Improvements

We firmly believe that community management software should make your lives easier, not harder.  Alongside introducing new products, we prioritize continual improvement of our existing functionality. We aim to improve the workflow of the functionality you use and love to bring greater efficiency to your team.  

Message Inbox

The Message Inbox is the newest addition to PileraCONNECT, our Communications module.  For busy community managers juggling multiple tasks, sifting through endless emails to locate a vendor or board member\’s response can eat up valuable time. Our new Message Inbox changes that. Now, you can find email responses within seconds, not hours. This inbox consolidates all email conversations from residents, vendors, board members, and fellow managers that originated within Pilera. The powerful search and filtering capabilities let you find conversations in a snap. 

Architectural Change Request Committees

The ACR committees feature was a popularly requested feature among our clients who needed a better way to streamline the review and approval process for ACRs.  We introduced the ACR Commitee Role, which you can assign board members and residents to so they can access ACRs, approve/decline them, and stay informed throughout the process.

Ticket Charts

Want to track the trend of open versus closed tickets? Easy! How about a breakdown of your team\’s tasks based on priority? Or a chart showing ticket assignments? We\’ve got you covered!

Ticket Charts are designed to quickly highlight operational trends and the work affecting your communities. Explore these charts across various ticket types—from work orders and support to ACR, violations, and more—to gain quick insights into your team\’s activities.

Ticket Messages

View a history of all conversations from vendors and managers/assignees within the ticket itself, eliminating the need to search through your emails endlessly. 

Other Ticket Improvements  

Vendor Improvements

  • Filter dashboard by vendor – See the workload associated with vendors in your community anytime.  
  • Manage vendor staff in different departments – You can add multiple staff members from a vendor company to the database and allow them to be assigned tickets.  That way, you can communicate more easily with an employee from different departments, such as accounting, a triage person, or the owner of the vendor company, etc. 
  • Set a default vendor assignee – To avoid any confusion about who should be assigned work orders from a vendor company, you can set a default vendor contact to be assigned work orders.
  • Invalid contact information – In the app, you will see if a vendor staff member cannot receive notifications because their email address is invalid. 
  • Vendor communication tracking – Email communication with vendor staff is now tracked in the Message Center. Additionally, vendors can reply to work order and RFP tickets and their responses are tracked in the Message Inbox.

Achievements 

Pilera earned recognition as a top software performer across multiple industry reports last year!  We couldn’t have done it without the support of our amazing clients, who inspire us to keep innovating!  

GetApp for Exceptional Performance in Property Management Software Category

In July 2023, Pilera was recognized as a Category Leader by GetApp, a free online service that helps organizations find the right software in the property management technology space.  GetApp’s recognition of our software in this category is a significant achievement.  Pilera has an overall rating of 4.8/5 on GetApp.  Check out our reviews here!

FrontRunner for Property Management Software by Software Advice

In June 2023, Pilera was recognized as a top-rated product by Software Advice in their 2023 FrontRunners Report for the Top Property Management Software Category.  In their report, Pilera ranks as one of the highest-rated products for its customer service and usability.    Check out the reviews here!

Capterra Shortlist for Property Management Software

Capterra is a popular free online service that helps organizations find software that’s right for them.  In June 2023, Pilera was recognized as a Top Performer in the 2023 Capterra Shortlist for Property Management Software.  With an overall rating of 4.8/5, our clients rated Pilera the highest for its customer service and ease of use. 

What our customers say:

“Pilera has been influential in helping me become more acclimated to my job as a property manager. It allows me easy access to reaching out to residents, as well as tracking the history of communication between management and homeowners. I would absolutely recommend this software to any and all property management firms.”

Nick K. (Capterra)

“Our office now runs all our resident interface and communications through Pilera. The resident portals have been a big hit with our residents. I can’t tell you how happy our Boards are with our reporting capabilities. What we really appreciate from a business perspective is the level of support and the constant improvement culture Pilera exhibits. They don’t rest on their laurels. They continue to improve on their offerings.”

Carlos (Source: Software Advice)

“I love that the software is not complicated. It is very user-friendly. I love that it provides a “go-to” place for our residents to keep up with the community and their accounts. I also love that Pilera offers great customer service that is professional, reliable, and provides resolution when I have an issue.”

Sierra (GetApp)

Conclusion

In 2023, our team was hard at work releasing brand-new modules and improvments, all shaped by our customers\’ feedback! This year, we\’re excited to bring new features to help you create self-sustaining communities, improve your team\’s workflow, and grow your company!  Stay tuned to our releases this year on our blog! 

About Pilera

Pilera Software is the premier community and property management software that has helped thousands of community managers enhance communications, improve customer service, and manage compliance and operations. Book a personalized demo so you can see firsthand how Pilera can help improve efficiency and reduce costs. 

Residential community clients may oftentimes be unhappy with community ongoings or the level of customer service they received, and will take that dissatisfaction to an online platform.  With the rise of digital platforms from social media to review sites where people receive up to the minute information and interact, the impact of a negative review is amplified. Thus, developing a plan to proactively mitigate negative comments shows proactiveness, openness to consider feedback, and make positive change.  This surely goes a long way in ensuring happy clients and establishing relationships with new community prospects.  In this blog post, we’ll navigate through five important tips to effectively improve online reputation.

1) Know what your clients are saying about your company

Constantly monitoring what your clients (residents and board members) are saying online about you is the foremost important step to improving your management company’s online reputation.  First, assign someone in the management company to lead this new effort. They’ll need to take stock of the platforms your clients use for sharing complaints. These platforms may include review sites such as Yelp, search engine reviews such as Google, or social media sites such as Twitter and Facebook.  Here’s how your company can stay on top of online monitoring efforts:

  • Setup Google Alerts – Enter the name of your company and/or relevant keywords.  Google will then send daily emails of articles/mentions you specified straight to your inbox.  Check Google’s help article to learn more about how to set these alerts.
  • Check mentions on social media regularly.  These include direct replies to your posts and indirect mentions of your company.
  • According to Forbes, 91% of individuals use a search engine to learn more about a company before they buy from them.  Thus, it\’s important to research search engines to see what is being said about your company.  Simply type your company name and navigate to the News tab to see what is being said about your company.
  • Don’t rule out personal communication.  When residents walk into the office or they send an email, ask them if they are happy with the services they’re receiving?  This is a great way to better understand how residents feel about your services and if they are likely to share their complaints on social media.

2) Remain a calm stance in your response (and don\’t engage in online arguments)

Words used in reviews are oftentimes rude and one’s natural tendency might be to defend their stance. However if not handled appropriately, the online encounter can quickly escalate into an argument, resulting in the risk of legal tussles and worsened reputation. It’s absolutely essential that the employee responding remains calm while being clear and assertive in their response. Here are a few tips to respond to negative comments:

  • Respond to the issue quickly, preferably within a few days.
  • Be sympathetic in your response to the residents and show you understand their concern.
  • Let them know you are looking into the issue. Continue the discussion offline via phone or email.
  • Once the issue has been resolved, respond within the same review with a short description of the resolution and thank them for their patience.

3) Don\’t simply use \”copy-paste\” responses

It’s important to make your responses to comments thoughtful and personalized so that residents will appreciate that you took the time and valued their opinion. If you notice a pattern in your response that includes repeated text, build a template with that content in it so you can reuse it. Make sure to leave enough room to address the problem stated in the review.

4) Generate more positive reviews on the platforms that matter

A library of testimonials on different platforms helps spread word of mouth the quality of services you deliver and can become a great form of social proof for your business. The question is, how do you generate positive reviews for the hard work your client services team puts in?

  • Conduct a survey regularly requesting resident feedback and if they are willing to post their feedback on a review platform. Or, provide a link to this survey in every customer support email.
  • If you can fit in reputation management software in your budget, it can help you to monitor reviews on multiple platforms and separate the negative reviews from positive ones before they go live on public platforms.

5) Continue your efforts in creating a stellar customer service (take feedback in your stride)

The best way to invest in the welfare of your company’s reputation, in the long run, is to continue delivering excellent customer service to your residents.  This effort improves resident satisfaction (and with it, generate more positive reviews), boosts client retention efforts (communities will stay with you longer), and better operations (less chaos in the office dealing with issues).  With these long-term benefits in mind, how can you support ongoing customer service?

  • Engage in transparent communications with your residents and keep them informed.  Miscommunication or lack of it can result in resident dissatisfaction. Know the best ways to reach them – through emails, phone calls, text message, newsletters, direct mailers/letters, and/or website updates.
  • Provide an easy way for residents to connect with you and retrieve information.  Community management software such as Pilera’s allows residents to log into a website or web portal to see their financial balance, update information, submit work orders, and retrieve all latest community information.
  • Take any feedback you receive from clients, whether positive or negative, in your stride and consider it for future improvements.

An investment in reputation management is an investment in your community management company\’s success in retaining satisfied communities and establishing new relationships.  Identifying online platforms where your customers interact is important in understanding what they say about your company and level of services you provide.  Then, you can develop a strategy to effectively handle any complaints, respond with transparency, and incorporate feedback into customer service and operational improvements.

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