In 2014, TouchPoint revolutionized the multifamily market by introducing an outbound call center specifically designed for you. Based on industry-leading research, TouchPoint developed a robust communication platform that collaborates with your team to nurture every lead and respond to every resident.
TouchPoint agents are live, US-based professionals who are available to call, email and text your prospective and current residents 24-hours a day, 7-days a week. It’s not automated technology. It’s talented leasing agents working on your behalf to ensure not one prospect or resident is neglected.
From almost 20 years of lead management expertise, TouchPoint learned that of 3.5 million leases, on average, it takes a minimum of at least 8 touchpoints to close on a lease. Do your agents have the time and technology to make 8 follow-ups on every prospect?
Offer your residents the best follow up communication in the industry. And Improve residents satisfaction which means a better social reputation for your company. TouchPoint’s philosophy is to provide each resident with the white glove treatment at every point of contact.
TouchPoint maximizes your marketing efforts by following up on every lead. Many multifamily companies may be great at following up at the front end of their leasing efforts but the vast majority of lost revenue is at the back end where little or no follow through is executed.
Consider the revenue potential of higher closing ratios by only touring qualified applicants. Lower marketing costs due to shorter lead cycles. Decreasing losses due to extended vacancies and resident turnover. By increasing prospect and resident follow up, you maximize revenue.
Prospect Follow Up and Lead Nurturing
It’s not rocket science, despite using cutting-edge lead generation and lead management technology, approximately 80% of all leads are not properly leveraged or are completely ignored. Simply put, they lack proper follow-through. TouchPoint provides the first and only OUTBOUND CONTACT CENTER dedicated completely to prospect and resident follow-up. Our skilled agents jump into the lead stream right where you need them most, picking up lost leads and maximizing your staff resources. We provide services that enhance your Opportunity Management and Resident Retention campaigns. By increasing prospect and resident follow-up, you increase revenue.
This is where TouchPoint helps you reach your occupancy. Our skilled agents jump into the lead stream right where you need them most, picking up potentially lost leads and maximizing your staff resources.
Let TouchPoint take the lead in Opportunity Management:
At the 24-hour point we take the lead and continue to nurture prospects throughout the lead lifecycle.
Professionally brand your community by making outbound calls, emails, and texts, 7 days a week.
Schedule tours and send reminders for a much better lead to arrival rate.
Conduct needs assessments, send e-brochures, and pre-qualify applicants so only fully vetted candidates are sent to your properties.
Complete post-tour touchpoints and provide valuable feedback to management which often reduces negative online reviews due to prospect neglect.
Cross-market your various properties to prospects.
Resident Follow Up and Nurturing
All too often, moving into their new home is the last communication residents have with the management team. TouchPoint’s resident retention experts end this with proactive customer service, quarterly outreach, maintenance follow-up, and so much more.
When contacting your residents TouchPoint’s mission is to effectively communicate the community’s desire to continue the relationship. Our retention methods such as community incentives, persuasive conversations, and problem-solving approaches show time and again that residents renew their lease year after year.
Let TouchPoint take the lead in Resident Retention:
Follow up with residents after their first day and again after their first week.
Complete post-maintenance touchpoints and provide valuable insight to your on-site team.
Proactive communication with quarterly hospitality calls to strengthen the resident’s ties to your community.
Contact residents 30, 60 and 90 days prior to lease renewal to set appointments with leasing staff.
Fully integrate with your property management software. Our team has the same resident information as your leasing staff.
TouchPoint Technology and Your Business
Our Technology sets us apart:
Salesforce.com is the world’s #1 customer support application. Our engineers have spent well over two years customizing its advanced technology features to maximize agent productivity and improve prospect and resident satisfaction. We’ve added the global leader in cloud contact center telephony to our environment thus ensuring the strongest workforce optimization.
The SaaS (software as a service) environment that salesforce provides allows our agent and supervisor staff to elevate performance across any level. Custom built KPI’s and real-time analytics ensure that TouchPoint agents have the most robust knowledge-based tools in property management. There are currently no means within any leading PMS that delivers this kind of powerful multi-channel advantage to onsite leasing teams.
Whether its phone, email text or chat, what TouchPoint agents have at their fingertips is not available anywhere else in property management.
“Pinnacle views TouchPoint as an extension of our leasing team and we have seen tremendous results in their follow-up efforts on our behalf. TouchPoint secures us hundreds of qualified appointments directly related to their follow-up efforts on our leads saving our properties hundreds of hours of time. That extra time allows our team to focus on securing more leases and keeping our residents happy!”
“Fairfield is very pleased with the initial results of our partnership with TouchPoint. The pilot program proved to be a great experience for us in learning how to work in TouchPoint advantages – so thank you for that very much. We also would love to recognize the associates you have had working on our account – they are spectacular. Thank you again for your partnership.”
“TouchPoint has given my teams time back to focus on other initiatives like outreach marketing and has allowed them to take more time and care with prospects and residents in front of them. I highly recommend the TouchPoint Services to everyone.”
“I have had great success with TouchPoint. This service expedited the occupancy of a recent Lease-Up in Sparks, Nevada…This is an excellent tool that generates additional traffic to achieve more leases.”
“TouchPoint has lifted a burden off my team’s shoulders so they can focus on the ever-changing daily grind found on each individual property. It’s now evident that this wasn’t just about rolling out a 3rd party service to do part of our job, but we simply enhanced the service we were already providing while garnishing results that made out prospects, residents, and clients happy!”
“Our Team Loves TouchPoint and we truly feel your niche is what we have been looking for.”
“TouchPoint has definitely been a positive addition to my portfolio. We really appreciate the assistance.”
“The pressure alleviated from not having to focus on follow up has allowed my team more time to work on resident retention, and projects we’ve had pending for months. Touchpoint is what this property/team needed!”
“I love the help, it’s a great timesaver for being on-site at a super busy property.”
An outbound call center is a centralized location in which agents are trained (per your company policies, needs, and branding) to communicate with your customers. Rather than automated technology, TouchPoint hires U.S. based professionals to conduct “outbound” phone calls, emails and texts to your prospective and current residents. It is not an “inbound” answering service or software program. Our agents initiate the outbound contact, so they are equipped with information and always ready for the communication. TouchPoint employs talented leasing agents working on behalf of our clientele to maximize their marketing spend, on-site staff resources and occupancy rates.
TouchPoint understands your concern; therefore, we have designed a multi-faceted training program and communication method unique to the multifamily industry. Meet Levi Jones, the star of the TouchPoint team. Levi Jones is the name, specifically created as your agent at TouchPoint. Levi Jones only promotes your community and never TouchPoint. Levi Jones contacts your prospects on your behalf, nurturing and qualifying them and directing them back to only you! Levi Jones makes calls either engaging in conversation or leaving messages, emails, and texts with your property’s best interest in mind. Levi Jones saves your leasing team hundreds of hours of weeding through leads to find the most qualified and interested prospects, so your team has much more time to conduct qualified in-person tours and focus on other priorities. So don’t forget! When a prospect comes in saying, ”Levi invited me to see a new apartment home”, your on-site team knows they are meeting a qualified applicant, seriously interested in your property.
From almost 20 years of lead management expertise, we understand how important follow up is to turn a potential lease into a signed lease. From years of experience, we also understand the importance of balance in communicating with your residents. In fact, our use of the term “touchpoint” was created with that exact balance in mind. We are not a telemarketing team – we are professionally trained agents working on your behalf. Examples, of these touchpoints, include contacting residents the day after move-in and after service is performed to ensure satisfaction. We make quarterly hospitality calls to keep in touch with residents throughout the year. We also work closely with your leasing staff to follow up with prospects to ensure no lead is lost.
Great question! A recent study by the American Marketing Association® showed that up to 80% of opportunities that are given to sales fall through the cracks. In fact, less than 2% of all leases are made on the first contact; 3% are made on the second; 5% are made on the third, and only 10% are made on the fourth point of contact. The average number of contacts needed to secure a lease is 8. Do your leasing teams have the time, resources and technology to reach these numbers? Is your company doing everything possible to make sure that every lead is being contacted the number of times it takes to sign a lease?
Despite using cutting-edge lead management technology, multifamily experts agree that up to 80% of all leads are still not properly leveraged or are ignored altogether. TouchPoint is fully integrated with your property management software, you do not need to change anything. Our team has all the same information as your leasing staff and all we do is work to drive results.
The TouchPoint business model is completely different than the traditional “Inbound” contact center which needs to be staffed 24/7/365. Our agents do not make follow-ups at 2:00 AM or on Christmas Eve etc. We are working for you every day but our hours reflect the times in which your prospects and residents are open to our outreach.
Not only does TouchPoint set appointments to tour and send appointment reminders for a better lead to arrival rate, we also pre-qualify applicants to maximize your leasing team’s time and resources. We also conduct crucial after tour follow-ups with great results and provide valuable insight to management. This extra level of communication also reduces less than satisfactory online reviews for better reputation management.
Our technology sets us apart. TouchPoint agents utilize Salesforce which is the world’s #1 customer support application. Our engineers have spent well over two years customizing Salesforce’s advanced features to maximize agent productivity and improve prospect and resident satisfaction. We’ve added the global leader in cloud contact center telephony to our environment thus ensuring the strongest workforce optimization. The SaaS (software as a service) environment that Salesforce provides allows our agent and supervisor staff to elevate performance across any level. Custom built KPI’s and real-time analytics ensure that TouchPoint agents have the most robust knowledge-based tools in property management. There are currently no means within any leading PMS that delivers this kind of powerful multi-channel advantage to onsite leasing teams. Whether its phone, email text or chat, what TouchPoint agents have at their fingertips is not available anywhere else in property management.
- Not following up with the customer: Sounds crazy but that’s what many companies do. After the initial contact has been completed the vast majority of these leads will never hear from the property team again. This method relies on just the hope that prospects will follow up with you!
- Never scheduling an appointment: When a contact has once again been made with the prospect, it is time to move them forward in the sales cycle. This is done by having all the tools to answer any questions or objections and asking for that appointment. Much research has been done on the fact that salespeople, in general, do not go for the close.
- Failing to continue the interaction and nurture the lead: Either due to the lack of understanding of the importance of following up on prospects and residents or simply being tasked with a deluge of daily responsibilities; most leasing agents do not follow up beyond the first or second point of contact with a potential resident. Agents may be trained in the next step of the sales cycle but over the long run many agents get sidetracked or lose the patience to nurture every active lead through the entire lifecycle.
Yes! TouchPoint has partnered with Hired Heroes from the founding of our company. Our nation’s veterans are heroes in the truest sense of the word. TouchPoint integrated veteran recruitment into our business practices because military servicemen possess the skills we need to succeed as a company and are an invaluable part of our workforce. Through their service, veterans have attained a unique set of skills and a strengthened character making them the perfect candidate to call on behalf of your communities. They possess a can-do attitude, exude professionalism, demonstrate leadership qualities and never let denial get in the way of their success. We are proud of the men and women who have served our country and grateful to those who have continued their careers at TouchPoint. It is our pleasure to be working with Hire Heroes, USA.