Case Studies > Streamlining Operations and Enhancing Service Delivery: A Case Study of T.R. Lawing Realty

Streamlining Operations and Enhancing Service Delivery: A Case Study of T.R. Lawing Realty

Technology Category

Application Infrastructure & Middleware - Event-Driven Application
Functional Applications - Computerized Maintenance Management Systems (CMMS)

Applicable Industries

Buildings
Telecommunications

Applicable Functions

Facility Management
Maintenance

Use Cases

Inventory Management
Leasing Finance Automation

Services

Testing & Certification

About The Customer

T.R. Lawing Realty is a reputable property management company based in Charlotte, North Carolina. Established in 1957, the company was one of the first in the Charlotte area to specialize in Single Family Rental (SFR) management. The company has a stellar reputation and manages over 2,400 units. The company has been in business for over 65 years and has seen the Charlotte real estate market grow exponentially. Despite the growth and changes in the market, T.R. Lawing Realty has remained committed to providing first-class property management services to real estate owners. The company is led by Tommy Lawing Jr., the President, Joe Rempson, the Vice President, and Sherry Kleller, the Accounting Supervisor.

The Challenge

T.R. Lawing Realty, a pioneer in Single Family Rental (SFR) management in the Charlotte area, was facing operational challenges due to outdated technology. The company, which has been in business for over 65 years and manages over 2,400 units, was struggling with a software that lacked tenant and owner portals and was not keeping up with the times. The company was also grappling with server issues that led to uncontrollable downtime, affecting their efficiency and service delivery. Additionally, the company was looking to streamline its processes, from leasing to maintenance and accounting, to enhance efficiency and control costs. The company was also dealing with a high volume of inquiries, averaging 4,000 a month, which was overwhelming for the leasing staff.

The Solution

T.R. Lawing Realty adopted AppFolio, a property management software, to address their operational challenges. AppFolio offered a reliable solution with minimal server issues, reducing downtime. The software also came with tenant and owner portals, which were missing in their previous software. AppFolio helped the company streamline its processes, from leasing to maintenance and accounting, enhancing efficiency. The software also came with an AI leasing agent, Lisa, who helped manage the high volume of inquiries, filtering out less serious inquiries and leaving the more serious ones to the leasing staff. AppFolio also offered a built-in application process that allowed the company to process applications faster and without the need for manual data entry. The software also facilitated online payments, reducing the number of people walking into their offices, and consolidated all texts and emails in one place, enhancing accountability and resolution.

Operational Impact

The adoption of AppFolio has significantly improved T.R. Lawing Realty's operational efficiency and service delivery. The software has streamlined their processes, from leasing to maintenance and accounting, enhancing efficiency and reducing costs. The AI leasing agent, Lisa, has been instrumental in managing the high volume of inquiries, allowing the leasing staff to focus on more serious inquiries. The built-in application process has also reduced the need for manual data entry, speeding up the application process. The software has also facilitated online payments, reducing the number of people walking into their offices and enhancing convenience for their clients. The software has also improved accountability and resolution by consolidating all texts and emails in one place. Furthermore, the software has enabled the company to meet the demands of their employees for more flexibility, allowing them to work remotely.

Quantitative Benefit

Over 70% adoption of online payments, reducing the number of people walking into their offices.
Efficient handling of an average of 4,000 inquiries a month with the help of an AI leasing agent.
Ability to purchase a portfolio of anywhere from 30 to 400 units without having to add a lot of staff.