Secrets of Online Leasing

How did we get here?

Apartment leasing process

Find Apply Qualify Lease

On-Site circa 2004

Find Apply Qualify Lease

Print advertisingReferralsWalk/drive by

Leasing agentPay in person Sign in person

“Online” “Leasing”Bring the noise

On-Site today

Find Apply Qualify Lease

Lead generationCRM

Self-serviceE-paymentsFees, deposits

E-Sign

Self-service

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.

Jeff BezosFounder and CEO, Amazon

Lessons learned

• Engage, re-engage

• CRM

• Automated emails

Lessons learned

• No passwords

• No waiting in line to pay you

• Deposit vs. fee, guarantor vs. renter

• Your forms or ours, your brand, our security

• Certified Documents program

• Custom questions, themes

• Self-service – or not

• Mobile first

85% of all adults

in the US own a

mobile phone.

Screening problem

This is how many screens you have to worry

about just from HTC. Not any other

manufacturer

Trivia

Online leasing trivia

• Which day of the week sees the most

online applications?

• What time of day?

• Device

• Desktop vs. mobile

• Average age of renter

• Online vs. paper

How old are online applicants?

Online leasing trivia

0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

Landlord/tenant court records found by month

7.3%

Online leasing trivia

0.0%

5.0%

10.0%

15.0%

20.0%

Average Christmas Day

Landlord/tenant court records found