How BRG Apartments standardizes move-ins across multiple communities
Kendra Miller, Portfolio Manager at BRG Apartments, knows that consistency is key to managing diverse communities successfully. With 11 communities in the Columbus and Dayton, Ohio markets, each with unique needs and resident expectations, maintaining a consistent and seamless move-in process is crucial.
The challenge of standardization across diverse properties
As Kendra explains, “Each of my properties has its own character. Some are newer builds with modern amenities, while others have decades of history. But regardless of their age, every resident expects a seamless move-in experience.” This variety can make consistency a challenge, especially when managing over 1,800 units spread across different communities.
A standardized move-in process helps eliminate confusion, ensures that nothing is overlooked, and creates a sense of familiarity that new residents appreciate. By providing the same high level of service across all properties, BRG can ensure that each resident feels valued and welcome, regardless of where they choose to call home. 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.
Technology as a solution: the role of Updater
For BRG Apartments, the key to achieving this consistency has been investing in the right technology. Kendra’s team turned to Updater Pro | Onboarding to help streamline the move-in process across all communities. “Updater has been a game changer for us,” she says. “It allows us to create a standardized process that simplifies the move-in experience for both our residents and our leasing teams.”
Using Updater, BRG has automated tasks that were once time-consuming and varied from property to property. For example, welcome letters that used to be manually drafted are now standardized and automated. This ensures that all residents receive the same important information before their move-in, such as lease details, utility setup instructions, and guidelines for the community. The technology also supports consistency in capturing necessary details, from vehicle registration to pet information.
“It’s been super helpful for us,” Kendra explains, “because our leasing teams can focus more on providing a warm welcome and less on tracking down paperwork.” And the impact has been notable: residents appreciate the clear communication and seamless setup, often mentioning it in their positive feedback and reviews.
Improving resident satisfaction through consistency
The move-in process plays a critical role in resident satisfaction and retention. According to Kingsley Surveys, 79% of residents satisfied at move-in remain satisfied at renewal. BRG Apartments has seen this firsthand. “We put a lot of emphasis on the move-in experience because we know that if residents start off on the right foot, they are more likely to renew their lease,” Kendra notes.
By implementing a standardized move-in process with the help of Updater, BRG has been able to maintain high levels of resident satisfaction across all properties. “Consistency builds trust,” Kendra says. “When residents know what to expect from the moment they sign their lease, they feel more confident that they made the right choice.”
Advice for other portfolio managers
As the multifamily industry continues to evolve, BRG Apartments’ approach to technology and consistency offers a valuable lesson: standardizing the move-in process doesn’t mean losing the human element—it means giving residents the smooth, worry-free start they deserve. Kendra believes that any portfolio manager overseeing multiple communities can benefit from a standardized move-in approach. Her advice? “Invest in technology that supports consistency, but don’t lose sight of the personal touch.” For BRG, this means using Updater to handle the logistics while still providing personal attention during the actual move-in day.
Kendra also emphasizes the importance of listening to feedback from both residents and onsite teams to continuously improve the process. “Our site teams are our eyes and ears on the ground,” she says. “They know what residents need and where the pain points are. Incorporating their feedback into our technology solutions ensures we’re always improving.”
For BRG Apartments, creating a standardized move-in process across diverse communities is about more than efficiency; it’s about creating a welcoming experience that residents can rely on. With Updater as a key part of their strategy, Kendra Miller and her team have managed to streamline operations while maintaining the personal touch that makes their communities feel like home.
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