Resident Digital Experience for National SFR Portfolio
Designed and launched a resident-facing app and web portal for a national SFR operator, shifting the majority of resident interactions to self-service within one year.
Every resident interaction went through a call center. Paying rent, requesting maintenance, checking lease details, asking about move-out procedures. The operator had no self-service channel. Call volume scaled linearly with portfolio growth, and the support team was becoming a bottleneck. Residents expected a mobile-first experience and were not getting one.
We designed a resident app and web portal focused on the four highest-volume interactions: rent payments, maintenance requests, lease document access, and move-in/move-out coordination. The app connected directly to the back-office property management platform so updates appeared in real time on both sides. We rolled it out market by market with targeted onboarding campaigns to drive adoption.
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