Rent Estate Insider
Employee of Month
We’d like to congratulate Carmen Martinez for being chosen
as Employee of the Month for UNITE! Carmen not only
received several nominations, but she’s been nominated two
months in a row. Carmen Martinez is the #1 person to assist
everybody - she stays late, works overtime, she even comes
to work on Sundays! She is always willing to help and she
knows her job well. Congratulations to Carmen!
Also, nice job to those that were also nominated for the
award -- Sloane Henderson, Adrian Gallegos and Daniel
Fischer! (Notice a theme here? Phoenix is ROCKING!)
As a reminder, you can submit an August Employee of the
Month nomination to firstname.lastname@example.org.
Congrats to our very own Kevin Ortner
for being on the cover of C-Level
magazine. Check out this intriguing
article and see how Kevin is the helping
to transform Real Estate into Rent Estate!
In this issue
• Marketing Update
• Note from Kevin
• Technology Update
• Porfolio Services, Business
Development, New Markets
• New Team Members
• Work Anniversaries
• May Birthdays
• CSA Update
• Open Job Positions
Rent Estate Insider July 2017 | PG 2
HAPPY ANNIVERSARY Renters Warehouse! July has
been a busy month for the marketing team. We
launched our biggest promotion ever at Renters
Warehouse on July 10th to celebrate our 10 Year
Anniversary. New clients can save up to 30% off their
property management fees and current customers
can save up to 25% off when they pre-pay contract
renewals. We’ve made a big splash in all of our
marketing channels to promote this great event.
Did you know?
• We sent 22 unique
emails to over
• We posted 72
• Launched 16 blogs
• Kicked off over 100
new radio spots.
• We had 1,076,359
• 322,989 people
saw our google
and bing text ads.
Last month I wrote about renewing our
commitment to serving our clients - both internal
and external - and in July we took major steps in
building to the future. We rolled out our Client
Service Advisor (CSA) model with the goal of
increasing our first call resolution percentage, and
answering our clients questions in a more timely
and less cumbersome manner. Along with this roll
out we launched new phone technology that
allows us to finally capture and track phone call
stats. We learned a lot in the first three weeks of
this roll out. We finally have data around our
inbound call volume, average call handle time,
abandon rates, and call back percentages.
Over the past several months you have heard me
talk about this coming change, and my
commitment to allocate the resources needed to
make us all successful. With that in mind, and
within weeks of launching our new CSA call model,
we reallocated funds to allow us to hire 15
additional CSA’s immediately. HR and the entire
operations team did an amazing job of filling 11 of
15 positions within nearly one week, on the back of
a career fair and online recruiting. Many of these
new team members are starting this week or next!
Please join me in welcoming all of our new team
members over the coming weeks, and allow me
to thank everyone for their hard work and
dedication as we make transformative changes to
our business. As we continue to evolve and
collect more intelligence on how we are serving
our clients, know that we will continue to invest
the resources needed to keep us on the forefront
of this growing and exciting industry.
Rent Estate Insider July 2017 | PG 3
Salesforce Sales Cloud was rolled out to all corporate markets
as of mid-February. Since then, RW IT has been building out
additional enhancements, ensuring user adoption, creating
market leader dashboards, as well as adding integrations.
We've continued working to make the system better and more
efficient, and will continue to do so moving forward.
Some of the key enhancements we've completed are:
• Integrated with Blitz to enable automated sales
commission payments and tracking process.
• Integrated with RW data warehouse and became source
of truth for property addresses and owner information.
• Implemented address validation and updated the process
for adding new properties into the system. Now, all new
opportunities are only allowed into the system if they
have validated addresses.
• Set up the system to manage the new renewals process in
which Advisors are managing renewals. This included
automated emails, automated opportunity creation, and
reporting to help track renewal success rates.
• Implemented MapAnything for map-based territory and
• Built out Service Cloud to replace Zoho for maintenance
workflow. Coding and configuration are complete, SMS
and data warehouse integration to be completed by 9/1.
• Migrated the Portfolio Services team from SalesforceIQ to
Salesforce so that all sales-focused users can collaborate
and so that we can effortlessly pass deals between the
PSD and Retail sales teams.
RW IT has also been hard at work creating ongoing development &
release cadences, and internal resource training. These efforts will
allow us to minimize the need to utilize external partners for
development and administration, and provide more business
visibility and oversight into the enhancement and bug fixing backlog.
The next big changes will be the completion of the Service
Cloud integration in Q3, and the first iterations of the Marketing
Cloud integrations, also in Q3.
and New Markets
In July, we welcomed over 550
doors from 5 different Portfolio
Services clients / referral
partnerships. These Emily doors Leoni were
spread across 5 states Nick and Gordon included
our first doors under Eugene management Davis
in the North Jersey Todd market. Wermager
One of our new clients, Joe Brantner Gorelick
Brothers Capital, gave Enydia us 169 Wayt units
to manage in the Twin Kevin Cities Ortner as
their prior manager Adrian was not Gallegos
performing to a high enough
standard. This represented a big
win for RW as the opportunity was
bid out to multiple managers and
could lead to additional business
over time in other markets as
Gorelick owns over 2,500 units
across ~15 markets. Jon Ortner,
Ali Gordon, and Amanda Stinar are
leading the Gorelick account.
On the acquisitions front, Noel
Christopher and Shawn Helin
continue to work on our
Indianapolis acquisition which we
anticipate closing at the end of
August or September and hope to
line up several more towards the
end of the year.
Big thanks to the Portfolio
Services, Business Development
and Integrations teams for their
work in securing all of this
Rent Estate Insider July 2017 | PG 4
Edward Chacon - Maintenance Technician, New Jersey
Shawn Brokhausen - Rent Collector, Kansas City
Sharon Ducas - Property Manager, Dallas
Ayman Ibrahim - Property Inspector, Chicago
Rosemarie Marotta - Property Manager, New Jersey
Abdi Osman - IT Support Specialist, Eden Prairie
Audrey Williams - Field Operations Manager, St. Louis
Selenn Bennett - Client Service Advisor, Eden Prairie
Al Norman - Sales Director, Birmingham
Taos Poole - Property Manager, Denver
Tina Johnson - Client Service Advisor, Eden Prairie
Meg Ariail - Transaction Coordinator, Eden Prairie
Phil Matheis - Client Service Advisor, Eden Prairie
Branden Nation - Property Inspector, Eden Prairie
Michael Phillips - Property Inspector, Eden Prairie
Laura Sames - Client Service Advisor, Eden Prairie
Lamar Collins - Client Service Advisor, Eden Prairie
Mark Hanson - Sales Director, Eden Prairie
Fardowza Hilowle - Client Service Advisor, Eden Prairie
Emmett Lynch - Sales Director, Eden Prairie
James Nielsen - Sales Director, Kansas City
Cydney Wallace - Client Service Advisor, Eden Prairie
Colleen Welander - Client Service Advisor, Eden Prairie
Rent Estate Insider July 2017 | PG 5
As Kevin said, we are thrilled that we rolled out components of
our new CSA model! Specifically, we added a new toll free
number (1-844-RW-FIXIT), we have all calls routed to more
agents and have re-trained our current team on all property
management topics. However, with all changes, we have
learned a lot and have a lot yet to fix!
In reality, we have over 22,000 calls coming in each month -
22,000!! We quickly realized that we didn’t have enough CSAs
in general and have been hiring and training LOTS of new team
members. It will take time for us to onboard and train them all,
but we are excited to have this in progress.
Some of you are getting tons of client feedback, we are
receiving lots of 1-star reviews and lots of escalated calls. We
know the situation is critical and we are feverishly working to
solve this. Thank you for your help in talking with our clients
and thank you for your patience.
Here's a huge shout-out to our Operations team for their hard
work -- you've spent extra time and energy dealing with
frustrated clients, extra time learning new tasks and extra time
training. THANK YOU!
Here are some of the positions
we are hiring for:
• Customer Service
• Advisors in all locations!
By the Numbers
We finished May with 14,600
properties under management!
That’s an increase of about 600
properties from where we
started the month - 600
properties in one month!! Now
that’s CRUSHING IT. We also
saw another historical record in
terms of Revenue and Tenant
placements - that’s the second
record-setting month in a row.
Let’s go for the hat trick and
make it 3!
We’re currently operating in 25
markets across the country and
have 168 employees (plus a few
contractors) all striving to SERVE
our customers and make us the
#1 name in property