The Challenge: Increasing Resident Touchpoints Without More Manual Work

Roundhouse Apartments is an Ohio-based owner/operator with 300 units across 15 buildings in the Akron area. Its small in-house team handles operations end to end, from leasing and resident communication to maintenance.

For President Casey Osorio, the challenge was creating consistent resident touchpoints with a small team. The team wanted to check in after move-in, follow up on maintenance, ask for reviews, and stay ahead of renewals, but nearly every touchpoint depended on someone remembering to do it manually.

“The challenge for us was getting all the touchpoints we wanted with our tenants: proactively asking for Google reviews, checking in after move-in, and increasing our renewals. When you have as many units as we do, with as small a staff as we do, it’s pretty challenging.”

Managing these touchpoints manually was repetitive and time-consuming, pulling the team away from showing apartments, calling back prospects, and other higher-value work.

The team also wanted a clearer view into the resident experience over time, and didn’t yet have a consistent way to capture feedback throughout the lease or understand why residents ultimately chose to renew or move out.

Across the business, Casey was looking for opportunities to automate repetitive processes in maintenance, leasing, and accounting so the team could spend more time on the work that required their attention.

The Solution: Automating the Touchpoints and Capturing the Data Behind Them

ResiDesk gave Roundhouse Apartments a way to make those resident touchpoints more consistent without creating more work for its small team. Through Sarah, ResiDesk’s AI resident manager, residents could get answers, submit maintenance requests, receive follow-up, and get reminders around payments and renewals, with the team stepping in when needed.

The conversations also gave Casey greater visibility into what was happening across the resident experience. She could see what residents were asking about, how frequently issues came up, and how much was being resolved without ever reaching the team.

Implementation took under a month, and ResiDesk fit into the team’s existing workflows without requiring the team to redesign how it operated day to day.

Connecting Resident Conversations to Rent Manager

Through the Rent Manager integration, Sarah can access resident balances and work-order status, submit maintenance requests, and use that information to keep resident conversations accurate and up to date.

For Roundhouse Apartments, that means resident communication stays connected to what is happening in Rent Manager, giving Sarah the context to answer questions and move requests forward with accurate, timely information.

Taking Routine Resident Work Off the Team’s Plate

Once Sarah learned the company’s policies and processes, she could take on many of the questions that previously came back to the leasing office. Renter’s insurance was one example. Residents often had questions about why a policy was declined or what requirements they needed to meet. With those property guidelines built into the way Sarah responds, she could answer those questions directly and consistently without escalating to the team.

With maintenance, residents could report an issue at any hour, and Sarah could gather the relevant details upfront, create the work order, and make sure the maintenance team had context before getting involved. Instead of starting from scratch with the resident, technicians could begin with a clearer picture of the issue.

“Doing work orders with Sarah has been a big game changer at the office. We get together to review what came in overnight and how to get it addressed, and nine times out of 10, Sarah has already let our maintenance team know before we have.”

The Impact: Less Manual Work and Better Visibility Into the Resident Experience

With ResiDesk, routine resident communication required less staff involvement while proactive outreach became more consistent:

• 89.0% of inbound messages resolved without escalation, keeping routine resident communication from inundating the team

• 90.4% payment rate of residents receiving delinquency reminders, enabling consistent follow-up without the team manually chasing every balance

• 88.4% maintenance satisfaction rate, giving leadership a clearer view of how residents felt about the service they were receiving

The numbers reflect a shift in how much routine resident communication required the team’s attention. With 89.0% of inbound messages resolved without escalation, Sarah kept everyday questions and requests moving, giving the team more time for showings, prospects, and the resident issues that actually required their involvement.

Delinquency follow-up became more consistent, with 90.4% of residents receiving delinquency reminders completing a payment. Instead of relying on the team to repeatedly follow up on outstanding balances.

As Sarah took on more of the intake, follow-up, and communication around work orders, residents saw a 88.4% maintenance satisfaction rate, reflecting a consistently positive experience with the maintenance team.

“In my position, I usually only hear from people when there’s an issue. I know our team’s a rock star, so it was great to have that reaffirmed through the maintenance surveys. It’s clear our tenants appreciate our maintenance team, and they’re upholding the standard we expect. I’m really proud of that.”

Less Manual Work, More Insight Into the Resident Experience

ResiDesk gave Roundhouse Apartments a way to maintain more consistent resident touchpoints without putting the work of managing each one back on its small team. At the same time, those conversations gave Casey and the team a clearer view into what residents were discussing, what was being resolved behind the scenes, and where the team needed to step in.

Casey also highlighted the ongoing collaboration with the ResiDesk team as new needs and ideas come up.

“The ResiDesk team has been wonderful to work with. They’re so responsive, and whenever we have questions or suggestions, we can have a conversation quickly. They’re very solution-oriented about how we can keep improving the process.”

For Roundhouse Apartments, that combination means more consistent resident coverage, less repetitive work for its team, and greater insight into what is happening across the resident experience.