Funnel allows LCOR’s leasing teams to improve performance and boost job satisfaction

Before Funnel, the LCOR team used a property-centric product. Because that solution was built with the property as the source of truth it created duplicate guest cards for a single renter if they inquired at different communities or had previously rented at a different LCOR community. In addition to creating a poor experience for renters, it created challenges for the training team too.

“In the past, we were able to track how a team was doing in general, when it came to their leads, their interactions, and calling back residents. Now, we can really dive into the individual, which is super helpful, especially with new hires, or people that are in remediation,” said Rachel Shaw, fmr. Training + Development Manager, LCOR. “It gives us a better opportunity to provide them with help.”

Attracting, growing and retaining top talent is a huge challenge for multifamily operators. Funnel allows training teams to give leasing agents a hand at an individual level to increase performance, which in turn increases overall job satisfaction and retention. “Rather than giving a blanket training and hoping it will help cover the areas they might need help in, we can now effectively drill down into specific topics with individuals,” said Shaw.

“In the previous database we used, people could mark off that they did the follow-up and they placed the phone call. But there’s really no way of knowing if that phone call was ever placed,” said Shaw. “With Funnel we can go in and we can actually see that the phone call took place and listen to the phone call itself.”

All communication voice, text, chat, and email are logged in the Funnel platform. This gives leasing team members the transparency they need to pick up seamlessly where another teammate left off. And, this allows the training team to identify areas for growth, and then work with the teams to improve the level of service they’re able to provide.

“I can often go into Funnel and find answers,” said Heather Justice, Director of Training, LCOR. “By looking at the email communications, text message communication I can get the answer myself without having to bother the site team, and take them away from whatever they are doing.”

Funnel’s architecture, reporting capabilities, as well as the actual communication stored in the platform, allow multiple stakeholders across an organization to garner insights from the renter journey. Rather than relying on third-hand information, team members can use Funnel as a single source of truth.