Utilizing Technology To Management Service Requests

When a maintenance request is submitted for an properties (not located within an HOA), we follow our standard maintenance protocol (see section 1A below). For maintenance requests that are submitted from properties that are located within an HOA, we follow a different process (see section 2A below). In cases where an owner does not have their own preferred vendors, we dispatch a member of our in-house maintenance staff (used for small break/fix repairs) or one of our preferred vendors for larger repairs. We understand that each property is unique and has it's own nuances which is why we gather information upfront from the client by utilizing the new owner questionnaire. While each property is unique, it is important that we follow our standard processes outlined below to ensure a seamless experience for owners and tenants.

We utilize a customized version of Salesforce.com CRM (NYSE) to manage and safely store the vast amounts of information that we collect for each property. The system is designed to be flexible enough to manage the unique differences for each property but it maintains a structure that ensure that a specific process is followed. In order the team to provide a high level of service to each client, we mandate that the process is followed as it was designed. This involves requesting information through online forms. We require the online forms for three specific reasons:

1. The forms allow us to capture specific information about a property in a secure way (ie. through the use of encryption technology), transmit the information into salesforce.com and package the data in a way that allows our team to quickly take action when required.

2. We use information from the forms to draw up leases, take action on maintenance requests, answer questions that tenants might have, and verify information about the property.

3. Forms ensure that the correct information is gathered so our team can be confident on the action they take, using that information.

In order for the team to provide the highest level of customer satisfaction, we are not able to accommodate most requests that fall outside of this. This help article is intended to provide clarity around our process and helps to set expectations for the client.