CASE STUDY Northwood Ravin’s Answering Service Upgrade Transforms Property Operations
12/18/2024: Northwood Ravin leveraged Courtesy Connection to transform after-hours maintenance and communication. AI-powered sentiment analysis, call transcription, and secure mobile calling changed the game for NWR.
Executive Summary
Courtesy Connection transformed after-hours maintenance and communication for Northwood Ravin with a seamless, user-friendly platform. By integrating with property management systems and offering features like AI-powered sentiment analysis, call transcription, and secure mobile calling, it boosted efficiency and empowered teams to work independently.
Northwood Ravin's Objectives
- Streamline After-Hours Communication
- Consolidate Technology Solutions
Powerful Features. Exceptional Service.The Client Experience
“We have had an incredible experience with Courtesy Connection over the past few years. Of all our systems, this one is more ‘hands-off’ than any others.
Our site teams can independently handle users at the site level, manage on-call maintenance, and efficiently monitor and reply to their voicemails. From an operations standpoint, the reporting allows us to easily gauge the responsiveness of each technician to after-hours requests, and we can also gauge how effectively both leasing and maintenance teams are handling phone calls with residents. With the property management system integration working in the background, we never have to worry about updating Courtesy Connection. The Courtesy Connection app is intuitive and easy to use. It’s by far the best and most fully inclusive solution I have seen for managing all types of calls.
In addition, I believe Courtesy Connection’s ongoing support is the best I have ever seen in the multifamily software space. Support requests are easy to submit and always handled immediately directly inside the platform, regardless of the type of request.”
Jay Rawls
Sr Director of Operations
Northwood Ravin
The Problems Before Courtesy Connection
Before implementing Courtesy Connection, the team faced significant challenges with fragmented systems, communication barriers for Spanish-speaking residents, and limited visibility into team performance and call management.
- Disjointed Systems: Managing after-hours maintenance requests, courtesy officer calls, and voicemails was inefficient due to a lack of integration and streamlined processes.
- Language Barriers: Accommodating Spanish-speaking residents and employees was challenging with the existing tools, leading to gaps in communication and service.
- Limited Oversight and Insights: The old system lacked the ability to track performance effectively or provide actionable insights into team responsiveness and call interactions.
Solutions
Courtesy Connection streamlined operations with seamless property management system integrations, consolidating after-hours maintenance, courtesy officer calls, and voicemail management into one system.
The platform accommodated Spanish-speaking residents and employees, improving inclusivity and ensuring better service delivery, and AI-powered sentiment analysis and detailed reporting provided visibility and insight into team performance and resident interactions.
Key Takeaways
- Integrating multiple functions into a single, user-friendly platform significantly reduces operational complexity and improves team efficiency.
- Features like sentiment analysis and call transcription not only save time but also provide insights that help teams deliver a higher level of a more personalized resident experience.
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