Power in Services: Multifamily Experts Offer
Advice on Meeting Resident Needs
28.July.2015 | #RWUC and #RWUCpower
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
FORWARD-LOOKING STATEMENT
Forward-Looking Statements
This presentation contains "forward-looking statements” regarding RealPage and our business, including statements relating to our expected, possible or assumed
product or service offerings, solutions footprint, results of operations, growth, expenditures, customer behaviors, market opportunities and migrations to our products or
our competitors’ businesses. Forward-looking statements are based on management’s beliefs and assumptions and on information currently available to management.
Forward-looking statements include all statements that are not historical facts and often may be identified by terms such as “expects,” “believes” “plans” or similar
expressions and the negatives of those terms. Forward-looking statements involve known and unknown risks, uncertainties and other factors that may cause actual
results, performance or achievements to be materially different from any results, performance or achievements expressed or implied by such forward-looking
statements. Factors that could cause or contribute to such material differences include, but are not limited to, the following: (a) the possibility that general economic
conditions, including leasing velocity, or uncertainty cause information technology spending, particularly in the rental housing industry, to be reduced or purchasing
decisions to be delayed; (b) an increase in insurance claims; (c) an increase in customer cancellations; (d) the inability to increase sales to existing customers and to
attract new customers; (e) RealPage's failure to integrate acquired businesses and any future acquisitions successfully; (f) the timing and success of new product
introductions by RealPage or its competitors; (g) changes in RealPage's pricing policies or those of its competitors; (h) legal or regulatory proceedings; (i) inability to
complete the development or integration of our various products or to deliver new or enhanced functionality on a timely basis; (j) inability to achieve revenue growth or
enable margin expansion; (k) the discovery of facts and circumstances not currently available to management; and (l) such other risks and uncertainties described
more fully in documents filed with or furnished to the Securities and Exchange Commission ("SEC") by RealPage, including our Quarterly Report on Form 10-Q
previously filed with the SEC on May 8, 2015. RealPage undertakes no duty to update this information except as required by law.
Additional Important Notices
•
This material contains information that is confidential and/or proprietary to RealPage. It should not be provided to
non-attendees without prior written consent from RealPage.
•
REALPAGE is a registered trademark of RealPage, Inc. This presentation also may contain additional trademarks and service marks of ours and of other
companies. We do not intend our use or display of other companies’ trademarks or service marks to imply a relationship with, or endorsement or
sponsorship of us by, such other companies.
•
This material is provided for informational purposes only. It is not legal or accounting advice and should not be considered to be a substitute for such
advice.
•
The opinions expressed here are those of the author or presenter and do not necessarily reflect the positions of RealPage.
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
2
AGENDA
I.
Meet the Panelists
II.
Learning Objective Overview
III. Preferences: The Game
IV. Resident Convenience
V. Amenities and Unit Features
VI. Resident Pain Points
VII. Resident Lifecycle
VIII. Resident Retention
IX. Service for the Resident
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
3
PANELIST INTRODUCTION
Kristy Simonette
CIO, SVP Strategic Services
Camden Property Trust
Cinnamon McCauley
Mgr, Software Support Services
Bell Partners
Enter Bio
Enter Bio
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
Lynette Hegeman
VP, Marketing
Berkshire Communities
Lynette Hegeman oversees the
development and execution of
general marketing, digital marketing,
social media, public relations and
advertising for new developments
and stabilized properties. With 20
years of experience in marketing,
sales management and real estate
development with companies such
as Gables Residential, Intrawest,
Hilton Hotels Corporation and
Preferred Hotels and Resorts
Worldwide, she leverages her
experience to further establish
Berkshire as a leader in the multifamily industry. Lynette has a
passion for excellence and a strong
focus on efficient, best in class
marketing campaigns.
4
Stephanie Fuhrman
Managing Director
Greystar
Enter Bio
LEARNING OBJECTIVE OVERVIEW
With over 19 million apartment homes to choose from in the US,
how does your property stand out from the rest?
Two Words: Resident Services
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
5
PREFERENCES: THE GAME
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
6
RESIDENT CONVENIENCE
22.July.2015 | #RWUC
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
RESIDENT CONVENIENCE
Has the mindset of “today’s” resident changed?
Are they living “short-term” or have amenities changed
their view and now its considered their “home”?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
8
RESIDENT CONVENIENCE
Has the multi-family industry embraced home automation?
Is this important to your residents?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
9
ASK THE AUDIENCE
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
10
AMENITIES & UNIT FEATURES
22.July.2015 | #RWUC
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
AMENITIES
What do amenities mean to your residents?
Does your company believe that amenities play a
huge role in retaining residents?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
12
UNIT FEATURES
What unit features attract your residents?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
13
AMENITIES & UNIT FEATURES: WHAT’S IMPORTANT?
What do you believe is the most important thing for the average resident? Why?
2015 Top Ten features, amenities and services that have the greatest impact on rental decisions
Ability to pay rent
online w/out
convenience fee
Ratings/Reviews of
community available
Viewing the actual
apartment I can lease
#1
#2
Resident survey &
feedback program
#4
#3
Perception of quality
of customer service
#5
Pedestrian
Friendly Location
#6
Security and access
control features.
Ability to submit service
requests online
* Source: Today’s Online Renter 2015 SatisFacts
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
14
#7
#8
Wi-Fi Enabled
Community
#9
#10
Energy efficient &
environmentally
friendly appliance and
systems
RESIDENT PAIN POINTS
22.July.2015 | #RWUC
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
RESIDENT PAIN POINTS
Name the two biggest pain points for your residents?
How did you identify these pain points?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
16
ASK THE AUDIENCE: RESIDENT PAIN POINTS
How are you solving your resident
pain points at your properties?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
17
RESIDENT LIFE CYCLE
22.July.2015 | #RWUC
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
RESIDENT LIFE CYCLE: SENTIMENT
How does social media impact today’s world?
How do residents engage and communicate with the
community and other residents?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
19
ASK THE AUDIENCE: LET’S TWEET
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
20
RESIDENT LIFE CYCLE: LEASE OR RENEWAL?
What is your primary marketing focus?
Prospects or Retaining Residents
Is turnover good? When do you enforce it?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
21
RESIDENT RETENTION
22.July.2015 | #RWUC
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
RESIDENT RETENTION: THE TECHNOLOGY EXPERIENCE
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
23
RESIDENT RETENTION: THE TECHNOLOGY EXPERIENCE
78.5% of all prospective residents visited a property’s
website before contacting the office *
What advice would you give the audience of the importance of
having not only a rich & powerful website but a mobile friendly one?
* Source: Today’s Online Renter 2015 SatisFacts
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
24
ASK THE AUDIENCE: RESIDENT RETENTION
What hurdles have you faced keeping your
website fresh and rich to drive more usage?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
25
RESIDENT RETENTION: REFERRALS AND REVIEWS
How many of you have participated in a review?
Do you feel reviews are important?
* Source: Today’s Online Renter 2015 SatisFacts
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
26
28
RESIDENT RETENTION: REFERRALS AND REVIEWS
74.4% of residents trust referrals from friends and co-workers
Does your company or community promote or
incentivize for referrals?
* Source: Today’s Online Renter 2015 SatisFacts
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
27
ASK THE AUDIENCE
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
28
SERVICE FOR THE RESIDENT
22.July.2015 | #RWUC
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
SERVICE FOR THE RESIDENT
Service is the #2 reason why residents move
to a different community, and location #1
* Source: Today’s Online Renter 2015 SatisFacts
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
30
SERVICE FOR THE RESIDENT: WHAT DOES SERVICE MEAN?
What does your company do to support service?
VS.
Breakfast on the Go for your
apartments residents
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
Addressing all Service
Requests within 24 hours
31
SERVICE FOR THE RESIDENT: WHAT DOES SERVICE MEAN?
What corporate/property strategies do you have in place to
prevent residents from leaving?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
32
ASK THE AUDIENCE
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
33
WRAP UP
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
34
TAKE THE SURVEY AND
Y O U
C O U L D
CLICK THE SURVEY ICON
Complete the survey for THIS SESSION to receive ONE ENTRY
58038
Click on the REDEEM A CODE icon and enter the above
to earn Leaderboard points for this session
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.