As multifamily operators search for alternative operational models to combat labor shortages and the rising costs of property management, centralization has become increasingly popular. But operators looking to make the transition to a centralized model need to ensure they have the necessary technology tools in place to support the move.

Because the intent of centralization is to complete the same workload with a reduced on-site presence, technology solutions are required to either absorb certain tasks or create efficiencies for centralized associates. Operators that take a well-calculated approach to assembling their tech stacks can not only maintain operations, but potentially even accomplish more with less.

I sat down with my colleague, industry veteran and SmartRent Executive Vice President of Sales Terry Danner, to come up with some top strategies and solutions to consider when making the transition to a centralized model.

Self-Guided Touring

At this point in the post-pandemic era, most operators have some form of self-guided touring in place. With centralized teams, operators need a comprehensive solution that truly allows prospective residents to be self-sufficient. This necessitates a mobile platform capable of guiding prospects through the community, granting temporary access credentials, answering routine questions and providing resources for leasing information, pricing and floor plans. It all must be initiated and achieved without any touchpoints with the leasing team.

Self-guided touring apps rely on multiple technologies to facilitate a positive and user-friendly experience throughout the tour. Smart access credentials can be issued via a cloud-based system, granting access to designated apartments, common areas and amenities upon initiation of the tour and removing credentials at the tour’s conclusion. Smart thermostats and lighting can be pre-programmed to create an optimal environment for the start of each tour for the best presentation of the home and community.

Maintenance Workflow Platforms

For centralized maintenance teams to operate efficiently, a strategic approach to workflow and logistics is required. To avoid lost time and redundancies, technicians must be systematically deployed to minimize travel time between tasks and communities, as well as assigned tasks that best fit their individual skill sets. Most importantly, centralized maintenance teams need real-time communication capabilities with property teams and residents.

Comprehensive maintenance workflow platforms provide all of these capabilities and more. Mapping features in mobile workflow systems can effectively guide technicians from one community to the next, and also from one home to the next on-site. Remember, centralized teams won’t necessarily have the same familiarity or institutional knowledge of each community they serve, meaning valuable time can be lost just in navigation. Workflow systems can also schedule tasks in the most efficient order, limiting transit times both on the road and within a given property. Just as importantly, they can assign tasks based on technician skill sets so an expert in HVAC or plumbing is assigned to those tasks, saving time and enabling teams to move quickly and successfully through their workflow.

Mobile maintenance apps also streamline communication with residents and on-site teams, providing real-time chat lines to gather information prior to the technician’s arrival. Communication features also enable technicians to easily provide residents with anticipated arrival times up to the minute, enhancing customer service. The app also creates a communication log to document task correspondence from service request to completion.

Access Controls

The success of centralized business models hinges largely on a portfolio’s collective access system. Smart access controls not only support self-guided touring, but also prove invaluable for granting access to centralized maintenance teams and vendors without requiring an associate to show up in person with keys or a fob.

Through cloud-based access controls, centralized associates can instantly assist residents or provide access for guests, dog-walkers, cleaning services, food delivery or package carriers upon request without needing to be physically present. Residents have similar remote access controls, allowing them to generate one-time or temporary access credentials for their visitors.

Single-Source-of-Truth Dashboards

Centralized operations models involve not only the centralization of associates, but also require the consolidation of property technology into single-source-of-truth dashboards. The greatest efficiencies for teams – on-site or centralized – are realized when associates can access all property technologies through the same mobile dashboard.

The merging of all proptech and smart home controls under a single access point enables associates to quickly access all technologies without separate logins, saving time, improving management of the tech stack and enhancing property performance.

Centralization is without a doubt a viable solution for operators struggling with labor issues and rising costs of operation, but the transition requires thoughtful planning and technology deployments. With the right tech infrastructure in place to establish efficiencies and remote oversight, centralized teams can accomplish more with less manpower, maintain operations and deliver an enhanced resident experience