Why the first 24 hours matter for move-ins
When a new resident moves in, that first impression sticks. If the experience feels disorganized or overwhelming, it colors their perception of the community for the entire lease term—regardless of what happens later.
At Oddo Development, Kelly Pfannenstiel leads both technology and marketing operations, giving her a unique perspective on how resident experience and operational efficiency go hand in hand. For her team, getting move-ins right isn’t just about logistics—it’s about setting the tone for the relationship ahead.
“It’s always been our goal that this has to be easy,” she says of move-in, adding that a bad tone on day one sets the stage for a resident’s entire lease term.
Before using Updater, easy move-ins weren’t always the case. Residents often weren’t sure what was expected of them—whether it was submitting renter’s insurance, confirming utilities, or completing required forms. The leasing team, in turn, had to chase down missing documents and track everything manually.
When tasks fell through the cracks or communication lagged, it led to frustration—for both residents and onsite teams.
With Updater, the process looks completely different. Every resident now receives a clear checklist with everything they need to complete—no guesswork, no back-and-forth. They can see exactly what’s required, upload documents in one place, and complete their tasks quickly—often within hours of applying.
For Kelly’s team, this means less time chasing down paperwork, fewer resident questions, and full visibility into move-in readiness across their portfolio.
“It really spells out what they need to do,” Kelly says of Updater. “We recently had a review that said this was the easiest move-in process they’ve ever done.”
Ease matters. It builds trust from the start and reduces the burden on staff, and those first 24 hours make all the difference.
