For those using centralized assistant managers, I'm interested in your implementation approach.

Hello! For those using centralized assistant managers, I'm interested in your implementation approach. How did you manage the surge in resident issues previously addressed by assistant managers? Did residents call a central office, or did you delegate more responsibilities to leasing agents, or perhaps increase the manager's workload? Thank you in advance. 

Centralized AM complete a lot of admin tasks, generate renewals, handle resident insurance, pay invoices, and all things delinquency.
Leasing agents pretty much handle the rest and day to day questions

Communicate, communicate, communicate to your residents. Set expectations early and often both with your team (their message and delivery of expectation of the resident) and to the resident on what the new process is. Provide good customer service with assisting residents through this new process but do not give in simply because it takes longer or the resident doesn’t like it. Your time investment upfront rolling out this process will pay off in the end. It actually works if you stick to it and embrace it.

I’m also interested in those who have had success with centralized AMs.
How many properties/units could one handle?
I’ve heard from some that add a part time staff in lieu, have others successfully eliminated a position altogether due to centralization and it not add more stress to the leasing and manager?