Case Study: Lane Properties-Property Management Simplified with Automation and Secured Online Rent Payment
Lane Properties, a fast-growing Toronto-based residential developer, specializes in transforming single-family lots into a low to mid-rise residential properties, offering seamless living experiences for tenants. With a focus on innovation, transparency, and exceptional living experience, Lane Properties partnered with Unify LIV to automate their property management.
On-time rent payments
In-app chat responsiveness
Maintenance requests resolved on time
User adoption within the first month
At a Glance
When Unify LIV partnered with Lane Properties, a Toronto-based multi-family real estate developer, the mission was clear: to save money, satisfy tenants, and simplify management, through automated property management system.
Many of Lane Properties’ operating team’s time was spent on answering common questions, responding to maintenance requests coming in from multiple channels, and tracking and manually follow up on monthly rent payments.
By integrating Unify LIV’s cloud-based, AI-powered property management software, Lane Properties not only overcame their operational hurdles but also set a new standard for tenant experience and property management efficiency. This was enabled by LIV’s automated and secure online rent collection, streamlined tenant communication, and automated operational workflows including property maintenance management.
Meeting customers
where they are
Lane Properties recognized key areas where enhancements could drive efficiency and improve the tenant experience:
Streamlining Rent Collection – Traditional processes of collecting post-dated cheques, while effective in the past, presented opportunities for automation to save time and reduce the risk of errors.
Consolidating Tenant Communication – With multiple channels such as phone calls, in-person visits, WhatsApp, and text messages, there was a clear need for a unified system to simplify communication and improve historical tracking, especially for better maintenance management.
Optimizing Maintenance Workflows – By refining maintenance request handling and response times, Lane Properties aimed to further elevate tenant satisfaction and operational excellence.
Offering help where
it’s needed- Driving efficiency with automation
Unify LIV took a consultative approach, tailoring solutions to address Lane Properties’ unique needs. The focus was on ensuring a seamless transition to the LIV app, prioritizing features that would create the greatest impact.
LIVPay: Seamless Online Rent Payment
Lane Properties' tenants have set up pre-authorized debit (PAD) accounts in the LIV solution, enabling them to receive automated rent invoices along with personalized, timely reminders sent through their preferred communication channels. Rent payments are processed securely online through a partnership with GoCardless. Operators are able to monitor and track payment histories seamlessly within the secure LIV platform.
Automated Maintenance Request Solution
LIV app unified multiple channels for maintenance by automating the entire workflow, from submitting a maintenance request to scheduling, updating work orders, and closing tickets. The system empowers property managers with real-time prioritization and swift responses, ensuring maintenance requests are addressed promptly. Being able to monitor real-time status enhanced tenant visibility, transparency and trust. Additionally, the app offers comprehensive analytics on maintenance trends, enabling optimized services, resource allocation, and infrastructure planning. All maintenance requests, communications, and repair histories are securely stored in one place, improving overall property management efficiency.
Unified Communication Platform
The LIV platform features a single, secure in-app chat system that replaces fragmented communication channels, streamlining interactions between tenants and management. Tenants can now communicate in real-time with property managers, significantly improving responsiveness. The system also enhances privacy and security while providing robust historical tracking of all tenant communications, ensuring improved transparency and record-keeping.
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The Outcome
- Secure Online Rent Payments: 100% on-time via pre-authorized debit.
- Automated Maintenance Request Solution: 96% requests resolved on time boosting resident satisfaction.
- Unified Communication Channel: 98% in-app chat responsiveness.
- User Adoption: 100% adoption in the first month reflects LIV’s value and user-friendly design.
- Community Engagement: 87% monthly resident app usage and engagement.