Keeping Up with Internet-Savvy Renters: Online Trends Today & Tomorrow

June 24-27, 2015 | Mandalay Bay Resort & Convention Center | Las Vegas
June 24-27, 2015
Mandalay Bay Resort & Convention Center | Las Vegas
Keeping Up with
Internet-Savvy Renters
Online Trends Today & Tomorrow

Casey Van Zandt
• Student Housing &
Multifamily Consultant,
speaker, & career coach
• 15 years experience
in leasing, marketing,
operations and training
support
• Hobbies: Yoga and
stand up paddle
boarding (sup)
Scott Jones
• Co-Founder, CTO
at On-Site
• Designed On-Site’s site
architecture including
screening and patented
document generation
• Hobbies: Competitive
swimmer, 4 kids (yes)
who swim!
Kristin Runyan
• Vice President, Product,
Marketing & Operations
at PayLease
• Manages online payment
products and features
• Published Author
'Introduction to Agile
Methods’
• Reading, writing and
keeping up with 3
teenagers.
Scott Hines
• Director of Systems and
Revenue at PEM Real
Estate Group
• Investments and fee
management for multifamily
& commercial properties
• Hobbies: Movie buff and
avid reader. Yes, the book
is typically better than the
movie.

WEBSITE BASICS

Confusitron 2000™

Clarity

Stock Photo Zombies

Real People and Places

Call to Action (CTA)
Best Practices:
•Action Packed Text
•Large, Legible Font
•Keep it “Above the Fold”
•Conversion rates increase by
as much as 591%*
*Google study for Nature Air, 06/17/09

Mobile Optimization
• Not just re-sizing your website to
make it fit on a smaller screen

Mobile Optimization
• Think through the user experience
from a mobile device

Mobile Optimization
• Think through the user experience
from a mobile device
•Mobile Traffic 40%, doesn’t dip
on weekends

Responsive Design

WEBSITE FEATURES

7 Key Online Tools for Residents
1. Online Applications
2. Online Screening
3. Online Lease Agreements
4. Online Rent Payments
5. Online Renewals
6. Online Work Orders
7. Online Package Notification

ONLINE APPLICATIONS

Online Applications

ONLINE APPLICATION
FEES

Online Application Fees

ONLINE LEASE
AGREEMENT

Online Lease Agreement

ONLINE PAYMENTS

Online Payments

Importance of Online Payments
• Decline of Paper Checks
21% of Gen Yers have never
written a physical check
to pay a bill

Importance of Online Payments
• Decline of Paper Checks
21% of Gen Yers have never
written a physical check
to pay a bill
• Move to Paper-less
Office
• Move to Mobile

Online Payment Evolution
Phase 1

Phase 1
“I don’t want paper.
Let me go online to
pay my bill.”

Phase 2
Over 160,000 billers
use Auto-Pay

Phase 2
“I don’t want to go
online to pay a bill.
Set me up for auto-pay.”
Over 160,000 billers
use Auto-Pay

Over 160,000 billers use
Auto-Pay

Phase 3

Phase 3
“I don’t want to pay a bill for
rent and another bill for utilities.
Get me consolidated billing.”

ONLINE RENEWALS

Online Renewals

WEBSITE OPTIMIZATION

Website Insights
• Traffic Sources

Website Insights
• Traffic Sources
• Visitors / Guest Card

Website Insights
• Traffic Sources
• Visitors / Guest Card
• A/B Testing

Claim Your Listing!
• Accurate, consistent contact
information, hours, nice photos

Claim Your Listing!
• Links to maps

Claim Your Listing!
• Links to maps
• Respond to / get better
consumer reviews

Claim Your Listing!
• Links to maps
• Respond to / get better
consumer reviews
• Higher search ranking

Online Reputation

SECURITY

Serious About Security
• Sensitive consumer data in applications, screening and
online payments

online payments
• Vendor shopping MUST include analysis of security and
measures to protect consumer data
– PCI Compliant / E3IPA Certified

online payments
• Vendor shopping MUST include analysis of security and
measures to protect consumer data
– PCI Compliant / E3IPA Certified
• Be careful storing sensitive data in self-hosted locations

VENDOR INTEGRATIONS

Vendor Integrations
Why are integrations between secondary systems and the
management system important?

Vendor Integrations
•Real-time, accurate data

Vendor Integrations
•Bi-directional feed

Vendor Integrations
•Bi-directional feed
•Reduces manual data entry

Verifying Vendors
How do you verify your
Vendors?

Verifying Vendors
Vendors?
• Interview vendors

Verifying Vendors
Vendors?
• Read reviews

Verifying Vendors
Vendors?
• Read reviews
• Ask your peers!

Vendor Optimization
[
•Single Sign On (SSO) is your friend

Vendor Optimization
[
•Single Sign On (SSO) is your friend
•User logs into Property Managers website and when
they want to make a payment, they are seamlessly
redirected to the payment platform without additional
credentials

SYSTEM ROLLOUT
Staff & Resident Training
and Buy-In

Drive Utilization for Savings

SUMMARY

% of Use
[
Multifamily
Student
Housing
On-Site PayLease
Online Screening 40% 90% 99% na
Online Apps 40% 90% 43% na
Online Payments 30% 60% 35% 10%
Online Leasing 40% 80-100% 43% na
Online Renewals 20% 10-30% 32% na
Work Orders 15% 95% ~50% na
Package Pickups 5% 5% na na

FREE Website Checklist!
http://bit.ly/NAAwebChecklist

Predictions
[
Multifamily
1 YR 3 YR 5 YR
Student Housing
1 YR 3 YR 5 YR
Online Screening 60% 75% 95% 94% 98% 99%
Online Apps 60% 75% 95% 94% 98% 99%
Online Payments 50% 65% 85% 75% 80% 90%
Online Leasing 60% 75% 95% 85% 95% 99%
Online Renewals 50% 70% 90% 100% 90% 99%
Work Orders 40% 60% 80% 99% 99% 99%
Package Pickups 15% 40% 60% 45% 60% 90%

Payment Predictions
[
Mobile Billing and Payments Will Grow
The new website standard will be mobile optimized websites for mobile
devices, apps for convenient services (applications, renewals, payments)
and text/email communications with residents.

Payment Predictions
[
Gen Y Will Demand More Convenience
Gen Yers are entering into the world of paying bills. They demand quick and
easy payment choices and expect an easy user experience. Be ready for them!

Payment Predictions
[
Increased Online Payment Adoption
With a little effort, the number of online payments received can drastically
increase – resulting in a huge time savings when it comes to collecting rent.
And your payment vendor may do this on your behalf, for free!

Payment Predictions
[
Single Bill for Rent and Utilities
Properties will start consolidating resident charges (including rent, utilities,
late fees, and any unpaid charges) in a single, easy-to-read billing format.

June 24-27, 2015
Mandalay Bay Resort & Convention Center | Las Vegas
Thank You!

Keeping Up with Internet-Savvy Renters: Online Trends Today & Tomorrow

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Keeping Up with Internet-Savvy Renters: Online Trends Today & Tomorrow