Leveraging Maintenance Technology to Deliver a Better Resident … · 2019-09-23 · labor...
Transcript of Leveraging Maintenance Technology to Deliver a Better Resident … · 2019-09-23 · labor...
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Leveraging Maintenance Technology to Deliver a Better Resident Experience
Presented by SMS Assist
SEPTEMBER 19, 2019
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Your presenters: The SMS Assist team
Tucker McDermottVice President of Sales,
Residential
Previously:• Fay Servicing: Co-Founder / EVP• UBS & Stifel: Institutional Sales
David JaffeeVice President, Residential
Account Operations
Previously:• National Home Rentals: VP of Ops• Pangea Real Estate: Director, Ops
Kevin McDunnChief Product Officer
Previously • UI Labs: Chief Product Officer• Motorola / Google: Head of
Software Experiences
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• Intro: Data, Maintenance & Property Management• Single-Family Inspirations & Case Studies for Multifamily
– Maintenance Staff Optimization– Resident Experience – Asset Management & Preventative Maintenance
• Creating a Culture & Formula for Continuous Innovation• Q & A
Agenda
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Landscaping & Snow Removal
Turns & Project
Management
Maintenance Staff Optimization
Interiors
Facility Maintenance
Mobile Tech
Inspection App / Scoping Portal
Analytics
Asset Lifecycle Management
Customer Service and
Support
Commercial Residential
External Vendor Network
Who is SMS Assist?
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Moving your business forward with data & tech –each group’s innovation specialties
Multifamily
• Leasing• Credit evaluations• Automated scheduling• Self-showings
Single-family
• Maintenance• Mobile tech • Staff optimization• Analytics
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Three potential inspirations from single-family for multi-family
1) Optimizing maintenance staff
2) Enriching resident experience
3) Asset Management + Preventative Maintenance
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Productivity / Accountability
Staff Turnover
High Indirect Costs
1) Maintenance Staff Optimization: Pain points
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How is data fueling smarter labor strategy?
Labor timing standards & workload balanceConnectivity
Scheduling prioritization & route optimization
Advanced reporting, gamification & coaching
1) Maintenance Staff Optimization: Solutions
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If you can measure it better…
you can manage it better.
1) Maintenance Staff Optimization: Scorecard
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1) Maintenance Staff Optimization: Case study
Increase in work orders per day at a leading SFR REIT
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2) Resident Experience: Pain points
Resident Engagement
Retention RateBrand
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Response times on critical work
Text capabilities
Self-service
Consistency of reactive staff
Resident
Renewal window flag
Call center tech
2) Resident Experience: Solutions
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2) Resident Experience: Predictive analytics
Volume Predictions Guide Preparation
Superior Prep Drives Shorter Response Times
Superior Resident Experience
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3) Asset Management & Preventative Maintenance: Pain points
Designing Asset Mgmt
Strategy
Data Capture /
Clean Data
Staff PM Program
Execution
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3) Asset Management & Preventative Maintenance: Solutions
Informed Repair vs. Replace Decisions
Arming Maintenance Staff
w/ Info Prior to Trips
More Accurate & Accessible Budgets, Fewer “Surprises”
Asset Data Mgmt
Clean Data Capture Strategy
Assist Determination of
Useful Life
Bundling PM w/ Reactive, Recurring
& Turns Tasks
Asset Management Strategy
Preventative Maintenance Strategy
PM Data Mgmt
Fully Integrated AM & PM Programs
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Agile Property Management
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Artificial intelligenceContinuous improvement now accelerated by AI
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Industry 4.0Those that best apply automated, continuous improvement will generate unprecedented wealth
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Every work order better than the last
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What is Agile?
• Individuals and interactions over processes and tools• Working prototypes over comprehensive
documentation• Customer collaboration over contract negotiation• Responding to change over following a plan
Mindset• Agile is a set of values and principles, not a process
The Agile Manifesto - http://www.agilemanifesto.org
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Agility is about strategy in motionDual-track scrum enables building the right product
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Agile team formation
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Agile teams use human-centered design to discover requirements
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Agile teams use human-centered design to discover requirements
Prototype as if you know you’re right. Test as if you know you’re wrong.
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We invite you on a journey to make every work order better than the last
Named product outcomes for each release
Journey-mapping is a collaborative way to map your core workflows to pain points, solutions, and specific release plans
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Every work order better than the last