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

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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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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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Three Diverse Individuals Work Together to Find a Solution

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. 

document

HOAs tend to generate a great deal of paperwork. Whether it’s statements, receipts, invoices, or the minutes from previous meetings, a lot is being written down and filed away. And here’s hoping that your HOA has already made the switch to virtual paperwork to remain eco-friendly. If not, there’s no time like the present.

Anyway, with all that paperwork, it can sometimes be confusing what can be tossed out and what needs to be retained. Some HOAs hold on to every piece of paperwork dating back to the HOA’s inception. While there’s not anything necessarily wrong with that approach, it is a bit of overkill.

There are only a few types of records that an HOA needs to hang on to. Board minutes, as permanent records, need to be kept forever. (Which is why virtual copies are such a good idea.) Tax returns need to be kept for four years.

The importance of other records varies. For instance, it’s a good idea to keep insurance paperwork around, and documentation regarding repairs and upgrades will no doubt come in handy should anything go wrong in the future. It’s also a good idea to keep records regarding incidents with any homeowners, in case anything ever goes to court. Blueprints and bylaws are keepers too.

If you’re still keeping paper documentation, it should be stored in a cool, dry place on-site under lock and key. It’s also not a bad idea to keep copies of everything at an offsite location, just in case. And of course, if the records exist virtually, they should be regularly backed up onto a separate hard drive or the cloud.

Whether or not certain records should be kept is up to each HOA. But if there’s any doubt, then hang onto it.

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!

Business People In Meeting

As anyone who has ever started or taken over a business will tell you, it’s not easy. Keeping a business running takes many hats, and there are no shortcuts to success. Making a business successful and keeping it so year after year is even more of a challenge.

All of this is also true of a homeowners’ association, and some of the keys to success are common to both. For example, an HOA and a business both need great leaders. Someone to step up and make the big decisions, decide where best interests lie, and keep everyone engaged and motivated.

Not only is appointing great leaders important, but fostering great leaders is too. Those in charge will eventually step down for one reason or another, and it’s important to have someone waiting in the wings to ensure a smooth transition.

Another common key element is fiscal responsibility. Just as everyone at a business likely feels like they should be paid more, association members probably feel that more should be spent on the property. But a business can’t function if it’s not making a profit, and an association can’t thrive if someone isn’t closely watching the purse strings to make sure money is being spent wisely.

One more common key is keeping people happy. For a business, it’s employees, and for an association, it’s residents, but it all boils down to the same thing — if the people are happy, they’re not motivated to leave, and it makes things so much easier to manage.

Whether it’s a business or an association, success will depend on these and myriad other factors. But approaching the management of an association the same way you’d approach a business is an important first step toward keeping things running smoothly.

Pilera is a best-of-class, easy-to-use, comprehensive online community 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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