How Vantage elevates resident satisfaction with technology-driven move-ins
In an increasingly competitive market, resident satisfaction is the cornerstone of long-term success for apartment communities. At Vantage, a community managed by Bozzuto in Jersey City, NJ, the team has made remarkable strides by focusing on a seamless and personalized move-in experience. As Joanie Castiello, the Assistant General Manager, emphasized, “The move-in process is the most important part of the resident experience. It sets the tone for their entire stay.” A recent study conducted by Dimensional Research for RealPage agrees that 97% of renters are more likely to choose an apartment that offers a streamlined moving process.
Making a strong first impression
Vantage’s commitment to resident satisfaction starts the moment a new resident signs the lease. With the use of Updater Pro | Onboarding, a move management technology, the Vantage team ensures a smooth transition for residents. This technology allows for efficient document collection, utility setup, and communication between the leasing team and new residents.
Joanie shared a story of a young couple moving into their first apartment together, a stressful moment for many, but Vantage’s high-touch approach, coupled with Updater, transformed the experience. “We were in constant communication, sending her photos and helping with measurements for furniture,” Joanie explained. “By the time they moved in, it felt more like I was helping a friend rather than just doing my job.”
Setting the stage for long-term satisfaction
A smooth move-in process is not just about a good first day—it has lasting effects on resident satisfaction. As Joanie pointed out, residents who have a positive move-in experience are more likely to view the community favorably, leading to better renewal rates. “When a move-in goes well, residents are more willing to accept an increase during renewals because they feel valued and see the benefits of staying,” she added.
In fact, recent data from Kingsley Associates shows that 86% of residents are more likely to renew if they have a positive move-in experience, a sentiment echoed by Vantage’s success. One resident, who moved in during the pandemic, had such a seamless experience that she was willing to renew even with a significant rent increase, a testament to the power of a smooth move-in process.
Technology enhancing the resident experience
With the rise of PropTech, technologies like Updater have become invaluable solutions for communities like Vantage, allowing them to provide a level of service that elevates the resident experience from day one. These platforms centralize essential move-in tasks like document submission, insurance verification, and utility setup, streamlining the process and reducing stress for both residents and the leasing team.
“The technology lets us focus on what matters—our residents,” said Joanie. “It automates the mundane, so we have more time to build personal connections with residents. That’s what sets us apart.” This personal touch is what gives Vantange an additional advantage. In fact, KingsleySurveys conducted in 2023, showed 83% of renters claim onsite staff and management team heavily influence future leasing decisions.
More Industry Insights
BRG Apartments leverages technology to enhance the move-in experience
17 December 2024
Addressing a key challenge: last-minute cancellations
17 December 2024
