Can cutting-edge technology increase personalized customer service? It’s not a trick question, at least not when it comes to the community management industry.
You see, community management companies, like FirstService Residential Nevada, are hired by homeowners associations to manage their communities’ day-to-day operations and enforce the rules set by their boards, as specified in the HOA’s governing documents. A good management company will also deliver value-added services like financial and banking programs, community collection services, innovative technology solutions and 24/7 customer care.
The HOA’s community manager oversees a variety of areas, such as operations, maintenance, repairs, budgeting, accounting, compliance, property inspections, staff and vendor management and much more. But to do this well, the manager, in partnership with the association board members, must deliver the most important service of all – personal service. That means taking the time to connect, build relationships and deliver responsive five-star service to the satisfaction of everyone within the community.
Skillfully juggling so many balls at once – and finding the time to deliver the personal touch – requires talent, training and experience. It also takes the right tools. It may seem counterintuitive, but state-of-the-art technology can help community management professionals and board members build relationships and provide personalized service. Indeed, the right technology enables these community leaders to work more effectively by simplifying time-consuming and complex administrative tasks, facilitating communication and freeing them up so that they can be more available to residents.
Off-the-shelf community management software packages provide a variety of basic HOA management capabilities, and if your community doesn’t have complex requirements or unique needs, they could be adequate. However, if you’re looking for software that can specifically meet the unique needs of your community, seek out a professional community management company that offers robust HOA management technology with a wide range of customizable features and capabilities.
The recognized leader in advanced management technology, FirstService Residential Connect, is the industry’s first and only customizable and fully integrated community management platform. Created in-house by FirstService Residential, the program can be tailored to the needs of each community, enabling board members, managers and residents to instantly connect, communicate, access information and perform a host of management and lifestyle activities with just a few clicks. In addition, because it is web-based, FirstService Residential Connect is conveniently accessible from your computer, as well as via your mobile phone or tablet through an on-the-go mobile app.
“As a corporate trainer and systems administrator, I’ve provided training on the technologies offered through FirstService Residential for the past six years to all new managers,” says Jeff Bevel, corporate trainer for FirstService Residential in Las Vegas. “After every session, there is a genuine excitement and realization that the tools available can provide greater control, efficiency and effectiveness with which to serve their communities than they ever had previously. FirstService applications are proprietary, with a staff of developers dedicated to improving the experience not just for the management teams, but also for our board members and homeowners.” Bevel explains that “What separates us from other technology offered is that we listen. We listen to the needs and desires of our clients and mobilize project teams to turn ideas into reality.”
Board members can utilize a broad range of specialized features available through FirstService Residential Connect, designed to facilitate their volunteer service to their associations. For example, they can easily connect and communicate with other board members, as well as with committee members, the community management team, residents and vendors. And when urgent situations arise, they can instantly broadcast by email, telephone or SMS text notifications and emergency messages to all or selected residents and board members through the ConnectMobile application.
Another unique feature created especially for board members is a customizable, password-protected Board Dashboard containing comprehensive data and resources specific to their communities. This includes work reports, homeowner information, accounting data and amenity information. In addition, they can review financial statements, budgets, meeting minutes and reports, as well as information pertaining to invoices, collections, violations and a variety of community reports.
In today’s fast-paced environment, responsive and personalized service is becoming more important than ever before – and advanced management software is proving indispensable for helping community mangers and board members answer the call. For more information on FirstService Residential Connect and other state-of-the-art HOA management tools and technology, contact FirstService Residential, the leading community management company in Nevada.
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