appfolio owner & tenant portals (customer webinar recap)

1 2015 © AppFolio, Inc. Confidential.

AppFolio Owner & Tenant Portals

August, 2015


Presentation Details

Team: Arezou Gholami, Cassandra Harter, Lauren Stewart, Katie Rudolph, Todd Smith

Duration: ~1 Hour

Recording: Webinar is Recorded, You will Receive Link

Follow-Up: Email will be Sent within 48 Hours


Agenda• Owner Portal

o New log in processo New looko Responsive designo Owner contributions

• E-Check• Credit Card

o Sharing Inspections

• Tenant Portalo Responsive designo Tied in with online leaseo Holding deposit abilityo Ability to pay SD & operating expenses

• Coming Soon


Ask Questions….Please :-)

Send Your Questions in the

“Questions” Pane of the GoToWebinar Panel on the Right

Side of the Desktop


FAQ’sIs this being recorded, can I access this information later?

• Yes. It is being recorded and you will receive a follow-up email with a link to the recording and presentation within two days

• You can also access information in the online Help Resource Center


Owner Portal Discussion


Polling Feedback

What Owner Portal Features are You Currently Using?

(Select All that Apply)

• Owner Reporting / Packets (owners receive them online)• Owner Contributions• Inspections Reporting


Owner Portal Overview• Password protected online

portal for Owners

• View & download owner reports

• Share inspections

• Make owner contributions


Owner Access

• Send “Owner Portal Announcement” letter

• Requires password setup

• Owners scroll down portal page for different accounts on same email address

Owner URL = yourDBname.appfolio.com/portal


Announcing the Owner Portal• Send the “Owner Portal

Announcement” Letter

• Found at: Reporting > Right-side Tasks pane, “Owner Portal Announcement” letter


New Responsive Design• Automatically resizes to

display best on any device size

• Three primary modes: Desktop, Tablet, Mobile Device

• Retains full functionality on all devices


Custom Design Option with Websites• Owner portal is

integrated with AppFolio Websites services

• Enables custom branding of the owner portal to match your website color selections


Customizing Owner Packets• Setup owner packet

preferences on the owner’s record in the “Owner Packet” section

• Check if they want it by email (Recommended)

• Check to include items with Owner Packet (attachments to paid bills and work orders)

• Configure what reports to include


Posting Owner Reports to Owner Portal• Reports are added anytime

owner packets are generated

• Use the “Send Owner Packets” process:

• Reporting > Right side Task pane, Statements section > Send Owner Packets

• Can use filter to send to all owners, or individual owners

• Can preview packets


Sharing Inspections with Owners• Ability to post an

inspection to the owner portal for owner review

• Currently only able to post, not delete

• List ordered by publish date

• Displays as a webpage


Owner Contributions• Securely send funds for

repairs, renovations, or reserves

• Supports E-Check (ACH) and Credit / Debt cards

o $5.00 for E-Checko 2.9% for CC / Debt

• Max of $15,000


Owner Support Page

• Online support page

• Dedicated to supporting owners

• Short video overview

• Process directions

• FAQ’s

help.appfolio.com/help/Content/Owners.htm


Tips For Success

Tip Notes

Create / Send Owner Info Pack Use resources available or create own

Send Portal Announcement Letter In AppFolio, do this immediately with new owners

Place Link on Website Ensure owners understand how to access their portal from your site

Incentivize Portal Use Offer discounts or supplemental benefits for using portal


Demo


Tenant Portal Discussion


Polling Feedback

What % of Your Tenants are Paying Rent Online?

(Select One)

• 10% or Less• 10% to 25%• 25% to 50%• 50% to 75%• 75% or More


Tenant Portal Overview• Online portal for Tenants

• Three tabs: Home, Payments, Maintenance

• All tenants can view open charges and past payments

• If enabled, tenants can make online payments and submit maintenance requests online

• If setup, tenants can make online payments for open charges

• Tenants must be invited to the tenant portal

• Integrated with Online Lease


Tenant Access

• Tenant must receive an invitation to activate their portal, either through a Tenant Portal Activation email or Online lease agreement

• Requires password access each time

• Access can be managed on the tenant page

Tenant URL = yourDBname.appfolio.com/connect


Announcing the Tenant Portal• Must send the “Tenant

Portal Activation” letter

• Find letter by going to: Reporting > right-side Task pane > Tenant Portal Activation Letter


Responsive Design• Automatically resizes to

display best on any device size

• Three primary modes: Desktop, Tablet, Mobile Device

• Retains full functionality on all devices


Hold Deposit Integration• Easily charge future tenants

for a holding deposit, even before you know the specific unit they will be moving into

• System prompts PM to send a portal activation email after charging hold deposit so they can create a log in and pay

• Note: Must have payments enabled for associated bank accounts


Online Lease Integration• Portal integrated with

online lease process

• Tenant must create a login for their portal before being able to sign the lease

• Portal provides access to view or download a copy of the countersigned and finalized lease


Charge Details• All tenants have

access to view charge details


Online Payment Options• If setup, tenants can

also make rent and other payments online

• Setup enables electronic check method of payment or Credit Card

• Online payments activation takes about two weeks

• E-check is free to tenants, a $5 portal fee is instantly rebated


Online Payments: E-Check• No more paper checks!

• Electronic funds transfer from resident’s checking account

• Perfect alternative to paper checks which typically cost your company $2 each to process

• Easy and free = high adoption rates

• Saves you time and residents will love the convenience


Click “Make a Payment” in Portal Select E-Check Option

Enter Payment Details

Enter Account Info

Verify DetailsReceive Confirmation


Online Payments: Credit / Debit Cards• Residents can use a

credit/debit card through their online tenant portal

• Easy and Secure

• Free to the PM, resident pays an online portal fee

• Resident pays based on the amount of their payment:

$.01 - $900 = $17

$900.01 - $1250 = $27

$1250.01 - $3000 = $37


Click “Make a Payment” in Portal Select Credit / Debit Card Option

Enter Payment Details Enter Card InfoVerify Details

Receive Confirmation


Automatic Recurring Payments• Tenants can setup online

recurring payments

• Pay fixed amount or outstanding balance


Online Maintenance Requests• If enabled, tenants are able

to submit maintenance requests online”

• Tenants can view current and past requests; view is limited to description, WO number and status

• Confidential owner, vendor and financial information not available to tenants

• New tenant requests automatically create a new work order in AppFolio


Tenant Support Page

• Online support page

• Dedicated to supporting tenants

• Short video overview

• Process directions

• FAQ’s

Help.appfolio.com/help/Content/Tenants.htm


A Thought to Consider….


A Thought to Consider….Re-Imagine Rent Week….


Residents Pay With Paper. You Spend Valuable Time & Money to Process!

Your Rent Week…in Yesteryear 1762First

Check?


Residents Pay Electronically. The Software Does Your Accounting!

Your Rent Week With AppFolio

CREDIT CARD

E-CHECK

ELECTRONIC CASH


A February 2014 study by TD Bank found that 88% of 18–34- year-olds used online banking to pay bills, among other uses.

AppFolio users that promote online payments see over 70% paying mobile.

OFFERING ONLINE APPLICATIONS AND RENT PAYMENT IS A MUST.

They use smartphones to pay their bills.


Tips For SuccessTip Notes

Enable Payments Setup AppFolio online payments to enable capability

Send Tenant Portal Activation Send to all current tenants and all tenants not using online leases

Use Online Lease Help integrate use of portal from start

Incentivize Tenant Use Discounted rent, sign up incentive, resident contest, paper handling charge

Incentivize Staff Contest to increase adoption and use

blog.appfolio.com / Search for “Tenant Payments”


Demo


Coming Soon


New Statistics Start Page• New start page provides

quick view of online payments status

• Easily sent activation letter to those with email addresses that are not activated


Canadian Credit Card Support• Canadian credit cards

supported for owners and tenants beginning 8/27


Commercial Credit Card Support• Owners can pay with

commercial bank accounts starting on 8/27

• Tenants can pay with a commercial bank account starting on 9/6


Sharing Documents with Owners• Sharing documents

coming soon

• Owner will have a page in their portal dedicated to shared documents


Summary


Summary• Owner Portal

o New log in processo New design looko Responsive designo Owner contributions ability

• E-Check• Credit Card

o Sharing Inspections

• Tenant Portalo Responsive designo Tied in with online leaseo Holding deposit abilityo Ability to pay SD & operating expenses

• Coming Soon


More InfoHelp & Training Link Top Right of Page

1. Access Help

2. Visit Forums

3. Submit Support Request

4. Make a Suggestion


Action Checklist

Action Who When

Review options for increased utilization You Today ☐

Decide on items to focus on You Tomorrow ☐

Establish a lead person to make it happen You Thursday ☐

Establish due dates to implement You Friday ☐

Start actions to increase utilization All Monday ☐


AppFolio’s 3rd Annual Conferencewww.AppFolio.com/conference

http://www.AppFolio.com/conference


It’s a Great Time to be In Property Management

We Look Forward to Working With You to Achieve Success


Thank You