Case Study: Merion Residential

How Merion Residential used SightPlan to achieve their goal of having 95% of their service requests closed in 24 hours or less.

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Location

Wynnewood, PA

Industry

Multifamily

Units

Over 10,000 Rental Apartments

Favorite features

Due Diligence, Activity History

Problem:

Optimizing Service Through User-Friendly Operations Software

Merion Residential knows it’s only as good as it’s people. As innovators in the multifamily industry, Merion Residential understands that part of attracting and retaining the right talent is equipping their teams with a workflow platform that empowers them to deliver exceptional service to residents.

As a leading multifamily operator with communities in the Mid-Atlantic and Southeast, Merion believes in being the company that keeps good company and strives to provide simply the best work environment for its team members. As such, they recognized the need to further support their teams and find a new mobile maintenance solution that would overcome the challenges of their rapidly growing team.

Merion Residential’s high expectations resulted in an extensive search for a one-stop-shop to optimize all areas of operations, with an emphasis on the maintenance team. Previously, Merion Residential had worked with other service software that were not robust enough to meet their needs for fast, effective data while providing team members with instantaneous notification of resident requests and services.

Enter SightPlan.

Solution:

Merion Residential Implements SightPlan’s User-Friendly Workflow System to Make Completing Tasks Easier

Merion found the solution with SightPlan. The intuitive mobile-first workflow platform provides a holistic solution that addresses all of Merion’s needs.

"In order for us to be successful in our business, our goal was to find a solution with the capacity to serve our resident’s needs with as much speed as possible.  We knew it would take an innovative partner to further improve our processes as needs evolve and grow. SightPlan checked off all those items we were looking for in a mobile maintenance solution, as well as offered some we never even considered."

Ron Javis

Vice President of Maintenance and Capital Improvements

The implementation process was fairly seamless. SightPlan runs through an app which can be downloaded to any smart device. As Bring Your Own Device policies and procedures have grown standard for most work places, Merion Residential implemented the program enabling team members to use their own devices. This resulted in a dramatically flattened technology learning curve as they were already familiar with their smartphone. Additionally, implementing BYOD reduced the financial impact of having to maintain an inventory of devices across all of Merion Residential’s properties. Combine this with the usability and customer support of SightPlan, it simplified the entire roll out which led to adoption of the new technology.

"My favorite thing about SightPlan is its simplicity. Researching past, present and create future tasks with ease. Anyone can do it. Even my less tech savvy technicians can navigate this platform. You can’t break it as I was told in my orientation to SightPlan and I truly stand behind that statement."
— Tony Oteri, Maintenance Supervisor at Champions Walk Apartments
“Once I got acclimated to all the features it has become a vital tool in my everyday tasks. Having everything in the palm of my hand to utilize work requests while keeping organized and not lose paper. The timelines allow us to schedule work and keep the customers informed on progress of tasks. Being able to directly call, email or text the customer gives a variety of contact and communication between us. Also being able to assign work requests to my crew and viewing completion times and customers response is a vital tool in keeping our residents satisfied. happy. I give SightPlan a hands-down 10 on usability and customer service."
— Tony Torres, Maintenance Supervisor at Bradenton Reserve Apartments

Results:

Setting the Standard for Operational Best Practices

From due diligence, inspections and everyday tasks, SightPlan enables Merion Residential to create a uniform standard for best practices.

Merion is now using the real-time reporting features to see where the most time is being spent, and apply practical solutions to solve those challenges. Since using SightPlan, Merion’s on-site teams have increased accountability and closed service requests faster than ever–resulting in a positive impact for their residents.

“I remember paper work orders 👎. They would blow off the cart, get wet in the rain or in your sweaty pocket and digging through banker boxes to research past work orders was a task all in itself. SightPlan played a huge part in our operations efficiency by having everything you need at your fingertips, plus our residents love it!"
— Tony Oteri

Since the implementation of SightPlan, the on-site teams at Merion are completing tasks faster than ever before and closing out the week with 0 open tasks — all while providing residents with exceptional service.

Residents are also taking notice of the improved communication and added transparency that SightPlan offers.

"Already strong retention ratios for the industry, our ability to communicate in real time with our residents with regards to their service requests has resulted in even better retention. People are less inclined to worry if their service request has been received/delayed or in progress when they can text our maintenance technicians or office team members with questions, comments or any additional details. It’s more of a personal experience, they get an alert that their work order has been completed before they leave the office. They know before they even get home that a request is going to be (or has been) fulfilled. It’s just awesome."
— Ron Jarvis

Challenges

92

service requests left open at the end of each week

2-3days

average completion time

Growing team.

Results

95%

of portfolio closes week with 0 open work orders

95%

of work orders closed within 12 hours

Increased retention and resident happiness.

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