New Cancellation Process
We are excited to announce that over the last month and a half the RealPage team has been working very closely with Greystar to transition the cancellation process over to the Greystar Advantage solutions team. Paul Belmore with Advantage Solutions will be managing the new process, along with appointed team members who will be responsible for a specific cancellation types. As of March 14th Greystar began utilizing the new cancellation process and have provided very positive feedback.
Implementation, Training, and Sales
We have been hard at work to create process to more effectively and efficiently onboard properties with LeaseStar Products, due to Greystar's initiative to decrease Implementation time by 25%. Aerin West, Greystar's LeaseStar Consultant has established a weekly call with Lenore Skusa at Greystar to provide Implementation status updates. She has also created a new communication and follow up schedule for the product questionnaires and and timeline roll out.
Featured Team Members
Zoe Matthews, Director of Strategic Initiatives
Zoe joined RealPage in 2011 as a member of the sales organization. She’s worked with RealPage customers of every size, from Small-to-Medium Business through our Tier 1 Accounts, including Greystar for the past 2 years and Riverstone prior to that. She has always considered herself to be more “service” than “sales” though she doesn’t believe they can exist independent of one another.
This year, Zoe was very excited to take the opportunity to join to the newly formed Customer Advocacy Organization where she decided to concentrate on the part of the RealPage Promise that states “We will be an easy company to do business with” and have this be her daily driver. Zoe will be working on overseeing some of the larger scale initiatives to improve the partnership between Greystar and RealPage as well as ensuring the lines of communication are open between our organizations to encourage collaboration.
Outside of work, Zoe and her husband Patrick live in Frisco, TX and have a 2 year old daughter named Tinley who rules their worlds- and they wouldn’t have it any other way! Zoe is a University of Texas graduate who enjoys gardening, shopping (a bargain hunter who will splurge for quality), non-chocolate desserts, and getting crafty- even if it results in epic fails!
Ondrea Valenzuela, Onboarding and Implementation Manager
Ondrea joined RealPage in 2012 as a member of the sales organization. She has worked with RealPage customers of every size, from Small-to- Strategic, including Greystar for the past year. Ondrea approaches all things with honesty and strives to be an advocate for her clients to create the best customer experience.
This year Ondrea is very excited to join the newly formed Customer Advocacy Organization. Ondrea will be overseeing the onboarding and implementation process between Greystar and RealPage offerings. Her goal is to help improve processes, decrease time to implement and ultimately build a stronger partnership between Greystar and Realpage.
SUPPORT OR PRODUCT OVERVIEW
In the last month, we have seen a 19.6% increase in case volume, while average resolution time increased by 3.4%. We continue to resolve cases within our Service Level Standard (SLS), as illustrated by the Average Age by Priority bar graph below.
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