DON’T LOSE ANOTHER LEASE OR CURRENT RESIDENT FROM LACK OF FOLLOW UP
TouchPoint, the First and Only “Outbound” Contact Center of its kind, revolutionizing Multi-Family follow-up as we know it. TouchPoint is providing our Partners with the Industry’s Best Follow Up Communication for your Prospective and Current Residents.
Did you know that out of 3.5 million leases researched, it takes 8.1 points of contact per prospect to secure a lease? Created in 2014, Lead Tracking Solution/PopCard’s founding partner was born because of what was learned through that technology’s data. TouchPoints’ mission is to nurture every lead and resident to create the best follow-up in the industry for our partners and create better future, current resident satisfaction, and customer experience. A robust communication platform ensures that no prospective or current resident is neglected.
It’s not rocket science; despite using cutting-edge lead generation and lead management technology, approximately 80% of all leads are not correctly leveraged or are completely ignored. Simply put, they lack proper follow-through. TouchPoint provides the first and only OUTBOUND CONTACT CENTER dedicated entirely 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 your prospect and resident touchpoints, you increase revenue.
Prospect Management
We focus on maximizing your opportunity pipeline.
This includes communicating with your prospects, professionally branding your community, needs assessment, Pre-qualification, scheduling tours or appointments, e-mail messaging, sending electronic literature, etc.
Resident Retention
All too often, new residents move into their homes, which is the last communication they have with the leasing staff. Our resident retention experts help end this with proactive customer service, quarterly outreach, service or maintenance satisfaction, follow-up, scheduling lease renewal appointments, and so much more.
What is an Outbound Contact Center?
Our agents are live, US-based professionals making “outbound” follow-up phone calls, emails, and text messages to your prospective and current residents.
It’s not an “inbound” answering service or a software program. It’s not automated technology. It is talented leasing agents working on behalf of our clientele to maximize marketing spend, agent performance, and occupancy. Our agents initiate the outbound contact, so they are always equipped and ready for communication without interruption.
Prospective Resident Follow Up and Nurturing – Opportunity Management
We take the lead in the 24-hour follow-up and provide as many follow-ups as possible to get your prospect to lease. Our follow-up consists of outbound calls, emails, and texts, seven days a week.
- Follow up on leasing inquiries via phone, email, and text.
- Set appointments to tour and tour reminders for better lead to the arrival rate.
- Conduct after-tour follow-ups when appropriate and provide valuable insight to management.
- Reduce and overcome objections from less than satisfactory online reviews for better reputation management.
- Cross property referrals within the management company.
- Consistent office check-ins for loss leaders’ new offerings and to ensure success and open communication.
Current Resident Follow Up and Nurturing
We follow up with your current resident throughout the year to ensure they are happy with their residence and looking to renew.
- Day after move-in follow-up.
- One week after move-in, follow up.
- Follow up with current residents after service is performed.
- Check-in with current residents quarterly to conduct hospitality calls.
- Reach out to current resident 90-120 days before lease renewal to set an appointment with leasing staff.
- We are fully integrated with your property management software.
- Our team has all the same information as your leasing.
Why Touchpoint?
Prospective Resident Follow UP
- Offer your prospects the best follow up communications in the Industry
- Greater Prospective Resident Satisfaction
- Higher Closing Ratios by touring only “Qualified” Prospects
- Lower Marketing costs with Higher Closing Ratios
- Maximize 100% of your marketing efforts
- Decease Losses to Vacancy
- Decrease Losses to Concessions
- Ensure every single lead is maximized
- More Robust and accurate info for Business Intelligence
- Staff efficiencies by TouchPoint weeding through all the leads
Current Resident Follow up
- Offer your residents the best follow up communication in the Industry
- Greater Resident Satisfaction
- Decrease Losses to Vacancy
- Decrease Losses to Concessions
- Lower Turnover Costs
- Happier Residents means a better social reputation
- More Robust and accurate info for Business Intelligence
- Staff efficiencies by having TouchPoint do all their follow up
Touchpoint and your business
From PopCard, we learned:
Out of 3.5 million leases, it takes a minimum of 8 touches to get one lease.
A recent study by The American Marketing Association showed that up to 80% of opportunities that are given to sales fall through the cracks.
2% of leases are made on the first contact.
3% are made on the second.
5% are made on the third.
10% are made on the fourth.
80% require five or more interactions.
TouchPoint Culture
Who is Levi Jones?
Levi Jones is a unique name TouchPoint created as “our” agent, as we never promote TouchPoint. We only promote Levi Jones from your central leasing office.
Levi is super busy BRANDING YOUR COMMUNITY by reaching out to all your prospects daily, driving your prospects back to YOU!
Levi is making calls either engaging in conversation or leaving messages, emailing and texting all your community’s potential residents so they will only have YOUR PROPERTY in mind when making their final decision.
Levi is saving your leasing teams hundreds of hours of weeding through your leads to find qualified and interested prospects, so you don’t have to. You can then spend that time working on other initiatives.
Hired Heroes
Our nation’s veterans are heroes in the truest sense of the word… that’s why we’ve integrated veteran recruitment into our business practices. Military service members possess the skills we need to succeed as a company and are an invaluable part of our workforce. Veterans have attained a unique set of skills and a strengthened character through their service, making them the perfect candidate to call on your properties. 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.
Our Technology
Salesforce.com is the world’s #1 customer support application. Our engineers spent 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 KPIs 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 to deliver this powerful multi-channel advantage to onsite leasing teams. Whether it’s 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.”
WHAT SERVICES DOES TOUCHPOINT OFFER?
