By Amy Alexander

Published Dec 17, 2024

Updated Dec 17, 2024

For many in multifamily, the move-in process can be a make-or-break experience. At BRG Apartments, Kendra Miller, Portfolio Manager, knows just how critical it is to create a seamless move-in experience. Overseeing 1,800 units across 11 communities in Columbus and Dayton, Ohio, she has a clear vision: leverage technology like Updater Pro | Onboarding to reduce stress for both residents and leasing teams. This approach not only improves operational efficiencies but also sets the tone for long-term resident satisfaction.

Saving time and reinventing focus

Updater’s centralized platform provided a time-saving solution for BRG’s leasing teams, allowing them to focus on high-value tasks. “Previously, our welcome letters were Word documents that we would create, save, and send manually,” says Kendra. “Now, Updater automates this process, saving our teams significant time.”

By having a single platform where residents could complete all necessary tasks—like setting up utilities or registering vehicle information—BRG’s teams saw increased efficiency. As Kendra describes, “What used to take us 20 minutes, now takes just 2 minutes, allowing our teams to refocus their efforts on leasing and resident engagement.” This shift has allowed BRG to maintain a high level of service, even as the industry faces challenges like staffing shortages.

Resident satisfaction: A key metric

For Kendra, a smooth move-in process isn’t just about filling units; it’s about ensuring residents start their journey on a positive note. “We put a ton of emphasis on the move-in process because moving is stressful, whether it’s an exciting move or not,” she explains. Research supports this focus: A recent study conducted by Dimensional Research for RealPage revealed 97% of renters are more likely to choose an apartment that offers a streamlined moving process.

The feedback from BRG’s residents speaks for itself. “We’ve had many people tell us this is the easiest move-in process they’ve ever seen,” says Kendra. “They appreciate having a centralized platform where they can complete tasks, which makes their lives—and our team’s lives—easier.”

Looking ahead: Technology’s role in multifamily

Kendra is optimistic about how technology will continue to reshape the multifamily industry. “I can’t even imagine how things are going to change five years from now,” she reflects. With tools like Updater and the upcoming implementation of a CRM system, BRG Apartments is positioned to enhance both resident and team experiences, staying competitive in a fast-evolving market.

For Kendra, it’s all about using technology to build stronger, more efficient processes—ones that benefit both residents and the teams serving them. “We’re never going to make a change that makes our teams’ lives harder,” she emphasizes. “We’re here to make things easier for everyone.”

By embracing Updater, Kendra and her team at BRG Apartments have not only streamlined their move-in processes but have also fostered deeper resident satisfaction. Their experience serves as a testament to the power of combining human touch with the right technology, ensuring that residents feel welcomed and valued from day one.

Amy Alexander

A Seattle transplant, Amy is passionate about B2B marketing, having led go-to-market strategies for both Fortune 500 companies and startups. Outside of work, Amy enjoys an active PNW lifestyle which includes kayaking and skiing. She’s also a proud mom to her son, who is currently attending Oregon State University, go Beavs!