By Amy Alexander

Published Jan 16, 2025

Updated Jan 16, 2025

At Bozzuto, the move-in experience is the foundation for long-term resident satisfaction. Carla Arizaga, Assistant General Manager overseeing three communities at the Riverbend District in Harrison, NJ, understands that how a resident is welcomed into their new home sets the tone for their entire stay. “If they have a bad move-in experience, they will always, always remember that,” Carla shared. And she’s right. First impressions stick, and in multifamily housing, they can make or break a resident’s decision to renew.

Setting the standard for move-ins

Carla and her team leave no detail to chance. “We make sure everything is completed 72 hours before the move-in,” she explained. From key fobs to final inspections, it’s all hands on deck to ensure a seamless process. By staying proactive and creating a structured workflow, Bozzuto communities reduce last-minute chaos and deliver an experience residents rave about.

The link between move-ins and renewals

Carla also oversees renewals, and she sees a clear connection. “When something negative happens during their move-in, residents always bring it up at renewal time,” she said. A smooth move-in experience builds trust and lays the groundwork for positive relationships, increasing the likelihood of a lease renewal. It’s about more than logistics—it’s about creating a sense of community from the start.

Tech that makes a difference

Before Updater Pro | Onboarding, managing move-ins was a manual and often overwhelming process. Now, everything Carla needs is in one place. “Updater allows us to keep track of everything without having to dig through stacks of paper,” she said. The platform’s task tracking and communication tools have made it easier for residents to stay informed and for the team to stay organized. “It just creates constant communication,” Carla noted. “A move-in has so many questions, and we have such limited time.”

Going above and beyond

One of Carla’s most memorable experiences was a last-minute scramble to prepare a unit that had unexpected issues during the final inspection. “The maintenance team worked overtime to pull it all together,” she recalled. The resident arrived the next morning, completely unaware of the behind-the-scenes effort, and had a flawless move-in. “That teamwork made all the difference,” Carla said.

Moving forward with confidence

For Bozzuto, the move-in experience is more than a checklist—it’s an opportunity to build lasting connections with residents. By prioritizing preparation, leveraging technology like Updater, and staying focused on resident needs, Carla and her team consistently turn move-ins into moments of delight.

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. She’s also a proud mom to her son, who is currently attending Oregon State University, go Beavs!