Phillips Management Group (Phillips) is a Greensboro-based, multifamily residential property development and management company with a broad portfolio of communities spanning the South East. They’ve recently embarked on a multi-year initiative to transform the company, and achieve long-term growth. One of the key levers for driving this transformation is by transforming the applications, the services and the infrastructure that drive Phillips.
With a portfolio encompassing 5,000+ residential units across 4 different states, a key element of Phillip’s transformation plan was to dramatically improve their communities’ online reviews and reputation. Phillips came to Brand Assurance to improve visibility into and the effectiveness of their property managers and to improve their online reputation.
Challenges & Objectives
Measure Community Performance
The company was transitioning to a performance driven culture and needed a way to measure meaningful community performance on a level playing field.
Pro-actively Improve Experiences
It was critical to empower community managers to proactively address latent issues and to learn from resident concerns so they could continuously improve the experience for residents.
Improve Community Ratings Online
They needed a way to get authentic reviews for their communities on sites that people use. Before starting with us, their ratings were dominated by a minority of upset, previous residents.
Global Insight into Resident Experiences
Operations and Marketing needed objective, unfiltered feedback from both happy and unhappy residents so they could work together to identify ways to improve every community.
6x more positive
We increased the number of positive reviews residents posted from 2 per month to over 12 per month.
268 resident issues
Community managers proactively addressed and fixed over 260 resident issues before they were posted online.
42% higher ratings
across review sites
The average ratings for 26 communities across all major review sites went from 2.5 stars to 3.55 stars in the first year.
For the first time, executives have actionable metrics to compare satisfaction across communities, regions, and managers.
“Brand Assurance is a remarkable management tool. It’s straight forward approach and easy-to-use dashboard have enabled our front-line teams to focus on improving the actual customer experience instead of getting bogged down in the web of online review sites. Within a year, we’ve seen a dramatic shift, based on real improvements our customers can see, feel and appreciate. Our teams enjoy seeing the results and as a company, we’re able to have a clearer view of the big picture when it comes to customer experience.”Brandon MathisVP Sales & Marketing
“Brand Assurance has been instrumental in our transition into our performance-driven culture. The results speak for themselves and they are our favorite partner to work with.”Maria BarkerCOO
“I absolutely love it. It’s created a level of accountability we otherwise wouldn’t have had. The reports allow me to quickly see inefficiencies and creates a process for our team to see those inefficiencies, address them, and pushes the entire team to do better both personally and on-site.”Robin HesterRegional Property Manager
“The weekly reports save me hours of work each week. I know exactly where we may be under-delivering and where I can focus my time to help make our entire region perform better.”Jake NathanRegional Service Director
“The platform enables us to proactively understand resident issues and gives us the tools to actually improve their experience. We’ve seen a real impact on lease renewals because of the level of service and responsiveness we are able to deliver. I’ve never had a company respond as quickly as Brand Assurance, take care of the problem, and actually care. The platform is really easy to use and gets our residents involved with marketing our community.”Jason HilyardCommunity Director, Blue's Crossing