Steadfast Strives to Strengthen Property Experience with a Client-First Approach
Steadfast Management, based out of Irvine, CA, is dedicated to providing an exceptional resident experience. With a resident-first mentality, Steadfast strives to be proactive toward the needs of those living in their communities. We caught up with Ericka Eisenmann, Marketing Manager at Steadfast, to learn more about their goals and initiatives for improving the experience throughout the resident lifecycle.
What value does Updater bring to your residents?
Updater provides our residents with a quick, simple, and easy-to-navigate dashboard that helps them with all of their easy-to-forget moving tasks — everything from changing their address to setting up their utilities.
What was the implementation process like for your team with Updater?
There really wasn’t much for our teams to do! All that was required of them was a list of their preferred providers and to attend a quick 20-30 minute training on Updater. Then, they were good to go! The majority of the setup was done by our corporate team. With the help of Updater, it was quick and painless.
Have your teams benefited from using Updater? If so, in what ways?
Our teams have definitely benefited from our adoption of Updater. We see it as a great amenity feature to sell to future residents. We’ve even had some of our team members use Updater when moving onsite!
In terms of software integrations your team has tackled over the years, where does Updater fall?
Updater was one of the easiest implementations we’ve ever experienced. It is really a set-it-and-forget-it tool. Our Customer Success Manager at Updater regularly follows up with our site teams to ensure that everything is working smoothly. There really isn’t a lot for us to do or update.
What would you say to property management teams that are concerned that the implementation process might burden their IT team or staff?
I would tell them not to be concerned. It’s really a one-time, simple process. Once you’re set up, you’re good to go. Updater doesn’t require additional work, post-implementation.
How have your residents responded to Updater?
They love it! We’ve had some very positive feedback and great engagement with the platform. When we have our quarterly calls with our Updater Success Manager, I’m always pleased with the level of engagement we’re seeing with our residents.
What do you see as one of the greatest challenges currently facing the property management industry?
I would definitely say providing an exceptional resident experience. We really need to go above and beyond for our residents, not only during the leasing process but also through the entirety of their journey. Updater is a great first step to providing additional customer service opportunities. It definitely provides us with an advantage over the competition.
What excites you about the future of the industry — are there any industry trends you’re keeping your eye on?
The development and deeper understanding of the customer journey are very exciting, and I can’t wait to see how we as an industry improve this. I also am super excited to see how the “customer” changes as we see millennials age and the Gen Z renters enter the market.
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