By Amy Alexander

Published Sep 6, 2024

Updated Sep 6, 2024

In the multifamily industry, a smooth move-in experience is key to leaving a lasting impression on residents. For Kendra Miller, Portfolio Manager at BRG Apartments which owns and manages about 8,500 apartment homes throughout the Midwest, making sure residents stay engaged and well-informed prior to their move-in is critical for both resident satisfaction and occupancy rates. With 10 years of experience managing apartment communities, Kendra has seen how the pre-move-in process can be a challenge, often leading to frustration for both residents and leasing teams, resulting in higher lease terminations.

This was especially true at BRG Apartments, where scattered communication and pre-move-in cancellations were common hurdles. But after adopting Updater Pro | Onboarding less than a year ago, Kendra and her team have seen significant improvements in both communication and task management.

Keeping future residents engaged

Before implementing Updater, keeping residents engaged in the months and weeks leading up to their move-in was a major challenge. “We were struggling with pre-move-in cancellations,” Kendra shares. “But since we started using Updater, it’s allowed us to see who is committed to their move-in by tracking their progress and helping them complete all the necessary steps in a timely manner.”

Through Updater, future residents now have a clear view of their move-in tasks, all in one centralized location. This not only keeps them engaged but also reduces the number of terminated leases. “We’ve gone from about 10 pre-move cancellations a month down to just 2 or 3,” Kendra explains. Updater’s task tracking system allows her team to see which residents are on track and which may need a nudge, reducing uncertainty and ensuring everyone is prepared come move-in day.

Automated and consistent communication for residents and leasing teams

A game-changing benefit that Kendra and her team have embraced is how Updater automates tasks and reminders. “The automated communications have ensured that our messaging is always relevant, timely, and consistent,” Kendra notes. Gone are the days of communication falling through the cracks. Tasks and reminders now happen on time, helping future residents stay informed throughout the process. This has not only improved engagement but also reduced confusion, making the move-in experience feel seamless.

For the leasing team, the centralized nature of Updater is equally impactful. With a comprehensive view of where each resident stands in the process, team members can easily track progress and pick up tasks if someone is out, ensuring nothing is overlooked. The transparency Updater provides is especially beneficial for managers, who can monitor the status of multiple move-ins and ensure that everything is running smoothly.

Additionally, Updater creates a consistent process that eliminates errors and keeps brand messaging on point. Whether it’s sending welcome letters or finalizing utilities, every communication reflects the company’s standards, ensuring that no step is missed, and the resident experience remains consistent across all properties. This not only increases efficiency, but reduces pre-move-in cancellations.

Streamlining the move-in process and enhancing the resident experience

For Kendra, it’s not just about improving operational efficiency; it’s about creating a seamless move-in experience that makes residents feel supported from the very start. Updater helps to maintain that first connection by guiding future residents through every step of the process. “Updater has really helped us streamline our move-in process,” Kendra explains. “We strive to provide good customer service from start to finish, and the feedback from residents has been overwhelmingly positive.”

By keeping residents engaged, organized, and informed, BRG Apartments is living up to its commitment to making a great first impression. As Kendra puts it, “A smooth, stress-free move-in process sets the tone for the rest of the resident’s experience with the community.”

Curious to learn more about Updater Pro | Onboarding? We’re more than happy to demonstrate how your communities can seriously cut back on the time it takes to welcome a new resident.

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!