Leveraging Maintenance Technology to Deliver a Better Resident Experience

Presented by SMS Assist

SEPTEMBER 19, 2019

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

• 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

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?

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

Three potential inspirations from single-family for multi-family

1) Optimizing maintenance staff

2) Enriching resident experience

3) Asset Management + Preventative Maintenance

Productivity / Accountability

Staff Turnover

High Indirect Costs

1) Maintenance Staff Optimization: Pain points

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

If you can measure it better…

you can manage it better.

1) Maintenance Staff Optimization: Scorecard

1) Maintenance Staff Optimization: Case study

Increase in work orders per day at a leading SFR REIT

2) Resident Experience: Pain points

Resident Engagement

Retention RateBrand

Response times on critical work

Text capabilities

Self-service

Consistency of reactive staff

Resident

Renewal window flag

Call center tech

2) Resident Experience: Solutions

2) Resident Experience: Predictive analytics

Volume Predictions Guide Preparation

Superior Prep Drives Shorter Response Times

Superior Resident Experience

3) Asset Management & Preventative Maintenance: Pain points

Designing Asset Mgmt

Strategy

Data Capture /

Clean Data

Staff PM Program

Execution

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

Agile Property Management

Artificial intelligenceContinuous improvement now accelerated by AI

Industry 4.0Those that best apply automated, continuous improvement will generate unprecedented wealth

Every work order better than the last

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

Agility is about strategy in motionDual-track scrum enables building the right product

Agile team formation

Agile teams use human-centered design to discover requirements

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.

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

Every work order better than the last

Tucker McDermottVice President of Sales SMS Assisttmcdermott@smsassist.com

Questions?