2016 © AppFolio, Inc. Confidential. Maintenance Contact Center February 2016 Continuing Education Webinar Welcome!
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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
2016 © AppFolio, Inc. Confidential.
Overview
2016 © AppFolio, Inc. Confidential.
Ever Had a Maintenance Call When…
2:00 AM On Vacation Big Event
2016 © AppFolio, Inc. Confidential.
Why We Built It
We heard your requests for help
with inbound maintenance
requests and we listened.
You’ve Earned Your Vacation…Uninterrupted!
2016 © AppFolio, Inc. Confidential.
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
2016 © AppFolio, Inc. Confidential.
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
2016 © AppFolio, Inc. Confidential.
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
2016 © AppFolio, Inc. Confidential.
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
2016 © AppFolio, Inc. Confidential.
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
2016 © AppFolio, Inc. Confidential.
Pricing & Terms
$1 Per Unit, Per Month Cover Entire Portfolio Billed MonthlyUnlimited Support 200 Unit Minimum
2016 © AppFolio, Inc. Confidential.
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
2016 © AppFolio, Inc. Confidential.
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
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
2016 © AppFolio, Inc. Confidential.
Closing
2016 © AppFolio, Inc. Confidential.
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 [email protected] 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!
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