By Amy Alexander

Published Oct 16, 2024

Updated Oct 16, 2024

In the world of multifamily property management, ensuring a smooth move-in process is crucial for resident satisfaction. For Jami Anderson, Director of Training and Support at Middleburg Communities, managing the move-in process across multiple properties was a time-consuming and challenging task. With over 15 years of experience in the apartment industry, Jami has witnessed the struggles leasing teams face when managing resident move-ins. The introduction of Updater Pro | Onboarding, however, has changed the game for her team.

Jami shared her insights into how Updater has positively impacted Middleburg Communities, improving not only the resident experience but also the efficiency and communication within the leasing team.

Simplifying move-ins across communities

Before adopting Updater, managing move-ins was a time-intensive process, often taking up to 10 hours per week. “We were managing requirements in multiple locations, which made it difficult to keep track of what was done and what still needed attention,” Jami explains. But that all changed when Middleburg Communities implemented Updater Pro | Onboarding less than a year ago.

Now, Jami and her team can manage the entire move-in process from a single, centralized dashboard. “No more searching through different locations to figure out what’s been completed and what’s still needed,” Jami shares. “You can manage everything in one space, and the best part is that Updater handles the communication for you!” This streamlined approach not only simplifies the process for future residents but also reduces the administrative burden for leasing teams.

Engaging residents with customization and automation

For Jami, one of Updater’s standout features is the ability to customize tasks according to the specific needs of each community. “It’s incredibly beneficial to be able to tailor the required tasks to what works best for each of our properties,” she says. Whether it’s pet records, utility verification, or renters insurance, the platform enables the leasing team to manage move-in expenses and required items all in one place.

Updater’s automated communication feature has been a game-changer for Jami’s team, as well. “Updater ensures that messaging goes out on time and is always relevant and consistent,” she notes. The platform automatically sends reminders to residents, helping them stay on track with their move-in tasks and reducing the need for manual follow-ups. “There’s full visibility for the team, so if someone is out, another team member can easily pick up where they left off without missing a beat,” Jami explains. This transparency has been invaluable, particularly for managers, who can now oversee multiple move-ins at once and ensure everything is running smoothly.

A one-stop-shop for residents

For Middleburg Communities, the resident experience is just as important as operational efficiency. Jami recently witnessed a future resident visit the office, excitedly praising Updater. “They couldn’t stop talking about how easy and straightforward the program is,” she recalls. “They loved having everything they needed in one place.” This one-stop-shop approach has helped residents feel more organized and in control of their move-in process.

Jami’s team has also received positive feedback from residents. “Our residents have expressed appreciation for having a centralized platform to submit all required items prior to their move-in date,” she says. This not only improves resident satisfaction but also reduces last-minute complications, ensuring that everything is ready to go when move-in day arrives.

Setting the stage for resident retention

A seamless move-in process does more than just improve day-to-day operations—it sets the tone for the entire resident experience. According to KingsleySurveys, residents satisfied at move-in are 59% more likely to renew their lease. Jami agrees, noting that the first 30 days are critical. “That move-in experience directly impacts whether a resident decides to renew their lease,” she explains. “It’s our chance to make a great first impression, and Updater helps us do just that.”

For Middleburg Communities, Updater has proven to be a vital tool in both enhancing the resident experience and simplifying operations. With streamlined communication, customized move-in tasks, and a centralized dashboard for the entire team, Jami and her team have created a process that leaves residents feeling supported and teams more efficient. The results speak for themselves: fewer issues, happier residents, and a smoother move-in process that sets the stage for long-term satisfaction.

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, as well as exploring new exhibits at the Seattle Art Museum. She’s also a proud mom to her son, who is currently attending Oregon State University, go Beavs!