AppFolio Maintenance Contact Center (Customer Webinar Slides)

2016 © AppFolio, Inc. Confidential.

Maintenance Contact Center

February 2016Continuing

Education Webinar

Welcome!

2016 © AppFolio, Inc. Confidential.

DetailsTeam: Isabelle Meyer Stapf, Juan Ramirez, Paul Manuse, Samuel Mustain, Katie Rudolph, Todd Smith

Time: Approximately 1 hr

Recording: Webinar is being recorded

Follow-Up: Email and blog.appfolio.com

2016 © AppFolio, Inc. Confidential.

Agenda

Maintenance Contact Center Overview

Live Demonstration

Closing

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Overview

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Ever Had a Maintenance Call When…

2:00 AM On Vacation Big Event

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Why We Built It

We heard your requests for help

with inbound maintenance

requests and we listened.

You’ve Earned Your Vacation…Uninterrupted!

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Why You Wanted It

Answering Services Didn't Work Managing it Internally was a Hassle

• Don’t have access to AppFolio

• Can’t enter SRs / WOs

• Can’t handle routine maintenance

• Emergency calls still forwarded to PM

• High cost

• Calls at inconvenient times

• Staff / owner are responsible for shifts

• Calls not always an emergency

• Lots of calls during bad weather

• Paying overtime to cover the emergency line

2016 © AppFolio, Inc. Confidential.

Maintenance Contact Center Overview

Professionally trained agents available to handle your maintenance calls

English

Spanish

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Benefits

Cut Costs Save Time Gain Peace of Mind

No more paying for ineffective services or high

employee costs

Focus your valuable time on growing your business

rather than fixing the toilets

No more worrying when the next call might interrupt your

life’s special occasions

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Tenant Portal Request Management

24 x 7 x 365

Full Issue Management:• Diagnose• Resolve• Deflect

Dispatch Vendors in Emergencies

Fast Response to Tenants

Complete Reporting & Audit Trail

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Dedicated Maintenance Line

24 x 7 x 365

Full Issue Management:• Diagnose• Resolve• Deflect

Enter SRs & WOs Directly In AppFolio

Dispatch Vendors in Emergencies

Fast Response to Tenants

Complete Reporting & Audit Trail

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Professionally Trained Agents

Call Forwarding or Direct Line

Company Specific Greeting and Communication

We Follow Your Custom Directions

We Act as an Extension of Your Office

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Pricing & Terms

$1 Per Unit, Per Month Cover Entire Portfolio Billed MonthlyUnlimited Support 200 Unit Minimum

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How it Works

1 2 3 4

The MCC Team Receives and Responds to Portal

and Phone Support Requests

They Diagnose the Issue and Determine

Appropriate Action Based Upon Your Guidelines

They Enter Information into AppFolio and

Document all Actions

You Rest Easy Knowing Your Tenants are Taken

Care Of

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MCC – Maintenance Contact CenterAPM – AppFolio Property ManagerPM – Property ManagerWO – Work Order

Urgent, normal,or low

priority?

MCC receives and diagnoses the request

MCC dispatches work order to preferred vendor by phone and

email

MCC creates work order in APM

NORMAL URGENT

PM updates work order status to Scheduled, Waiting, Estimate Requested, as appropriate during life of work order, and marks as Complete or Canceled when

work order is resolved.

MCC leaves work order in APM for

PM to review and

resolve

MCC edits work order in APM

MCC reviews and diagnoses the request

MCC calls tenant to clarify issue if

needed

MAINTENANCECONTACT CENTER

WORK ORDERPROCESS

Phone maintenance

request placed by tenant

Low, normal,

or urgentpriority?

MCC emails PMs that WOhas been created.

Portal maintenance

request placed online by tenant

MCC dispatches WO to preferred vendor by phone

and email

LOW NORMAL LOWLOWURGENT

2016 © AppFolio, Inc. Confidential.

Setup

Health Check Configuration Implementation

We work with you to understand your current maintenance process.

You provide direction as to how you would like to set up

your account, vendors, escalation procedures, etc.

Transition your maintenance to AppFolio – we begin

managing your online and call based maintenance

requests

2016 © AppFolio, Inc. Confidential.

Demonstration

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Closing

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Maintenance Contact Center Summary

Comprehensive Solution For

Peace of Mind

Portal & Phone Supported

24 x 7 x365

English & Spanish

Routine & Emergency$1 Per Unit

Per Month

Everything Documented

Cut CostsSave Time

2016 © AppFolio, Inc. Confidential.

Action Checklist

Actions to Take ✔

Review your current maintenance situation

Determine if Maintenance Contact Center is right for you

Contact value.add@appfolio.com to get started- Or - Complete the form at www.appfolio.com/contactcenter

2016 © AppFolio, Inc. Confidential.

2016 © AppFolio, Inc. Confidential.

Thank you for your quick response in fixing my air

conditioner. I am very thankful that you helped my get my repairs done

quickly. Had to pass along the positivity!

Thank you for being so polite and helping me with

my issue. I am amazed that you're on the phone 24/7 and wanted to thank you for the reassurance of

having a 24 hour maintenance line.

I am very grateful with the pleasant and fast service for a work order I put in.

You probably do not get a thank you often, so I

wanted to let your whole team know you're doing a

great job!

2016 © AppFolio, Inc. Confidential.

Enjoy the Silence…

2016 © AppFolio, Inc. Confidential.

Thank You!