How Updater enhances resident retention at Bozzuto’s One Theatre Square
The first impression is everything, and in multifamily housing, the move-in process is one of the most critical moments for establishing a strong relationship with new residents. A well-organized, smooth move-in can set the stage for long-term satisfaction, which correlates directly to higher lease renewal rates. When residents feel valued and experience a hassle-free move, they are more likely to establish a positive view of their community, laying the foundation for a lasting relationship.
Yessica Campuzano, property manager at One Theater Square, a Bozzuto community, understands the importance of this first impression. “As long as we just keep the service consistent, that really brands the experience they’re going to have living here,” she explains. The move-in process is not only about handing over the keys; it’s about creating an experience that communicates reliability, responsiveness, and care.
The complication is that the move-in process is often complex. Residents must juggle multiple tasks like setting up utilities, providing renters insurance, making payments and ensuring all paperwork is completed. If any of these steps fall through the cracks, the experience can quickly become stressful. “I’ve seen the difference from a move-in that was a little sour, and during the renewal, they’re just like, ‘I’m out,’” Yessica says. This highlights how a poorly executed move-in can impact retention rates.
Enter Updater Pro | Onboarding, move management technology designed to alleviate the stresses of moving by streamlining the process. “We give [residents] a heads-up that they’re going to receive a link from Updater, and that’s where the process begins,” says Yessica. This simple step allows residents to easily handle essential tasks like transferring utilities or setting up their renter’s insurance online, eliminating the need for back-and-forth phone calls or paperwork.
By ensuring that residents can complete these tasks quickly and accurately, Updater helps prevent those last-minute headaches that can sour an otherwise positive experience. Yessica has seen the direct impact of this technology: “We’ve seen the difference with those who’ve had really positive experiences, they will renew with us.” This consistency is key. A smoother move-in directly correlates to better resident relationships, which in turn increases the likelihood of lease renewals.
Research supports this link between move-in satisfaction and retention. A KingsleySurveys study found that up to 79% of residents who report a positive move-in experience are more likely to renew their lease. The smoother the move, the better the relationship property managers can build with their residents from day one, increasing the chances they will remain part of the community for years to come.
In the competitive world of multifamily housing, where resident turnover can be costly, tools like Updater Pro | Onboarding are game-changers, allowing property management teams to deliver a flawless move-in experience while improving long-term retention.
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