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CLIENT SUCCESS STORY
Freeman Webb
Once we started using CRM IQ, it was like all our problems were fixed almost instantly. It made a huge difference for our team.
Jordan Sharp
Information Systems Manager, Freeman Webb
There’s one contact record, even if prospects visit another property in our portfolio.
Jordan Sharp
Information Systems Manager, Freeman Webb
CRM IQ gives us all our data in one place. We’re able to complete every task from start to finish without ever leaving the system.
Jordan Sharp
Information Systems Manager, Freeman Webb
I love all the different dashboards. I think that it more concisely populates the information in a user-friendly, more readable way.
Jordan Sharp
Information Systems Manager, Freeman Webb
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The benefits
CRM IQ centralizes customer data, automates communication and integrates AI tools directly into daily workflows, empowering teams to manage the entire leasing lifecycle in one place.
The company
Founded in 1979, Freeman Webb is a full-service real estate firm based in Nashville, Tennessee. The company owns and manages thousands of multifamily units across the southeastern United States and is recognized for its commitment to resident satisfaction, operational excellence and innovative technology adoption.
The challenge
Simplifying customer lifecycle management for greater efficiency
As Freeman Webb’s portfolio and resident base grew, the team wanted to simplify and strengthen how they managed the customer journey. They were looking for a platform that could unify leasing, communication and renewals in one place while providing real-time insight into performance. The goal was to make daily workflows easier for onsite teams, connect seamlessly with Yardi Voyager and create a consistent experience for both staff and residents.
The solution
Yardi CRM IQ
With CRM IQ, Freeman Webb manages every stage of the customer journey — from first contact through renewal — in a single system. The platform’s AI-powered features streamline communication, simplify daily tasks and make property management more efficient.
“It’s nice that we can write an email and then just click a button. CRM IQ captures what we meant to say, and it actually sounds good,” said Jordan Sharp, information systems manager at Freeman Webb.
CRM IQ’s real-time integration with Voyager ensures that data flows seamlessly across leasing, accounting and resident services. “Because CRM IQ talks with Voyager in real time and having all of that data easily accessible, I think just adding an AI into that when they’re already integrated makes it a much smoother process,” Sharp said.
The story
A single, connected customer record
One of the greatest benefits for Freeman Webb has been CRM IQ’s portfolio-wide customer record, which tracks interactions and history across all properties. “There’s one contact record, even if they go to one of your sister communities,” Sharp said. “It’s extremely useful because we can quickly see if they have any outstanding balances in any other property we manage.”
Centralized tools for the entire lifecycle
With CRM IQ, leasing teams can guide prospects from first contact to renewal without switching systems. “The onsite teams really like that they can take a prospect from first contact to renewal without ever leaving the system,” said Sharp. The integrated lease contract, communication hub and renewals dashboard make the process both efficient and consistent across the portfolio.
AI and an intuitive UX drive adoption
The unified interface and built-in AI tools have made CRM IQ popular among staff. “Once we started with CRM IQ, all of our problems were fixed in an instant,” Sharp said. “It’s so much more user-friendly, and it makes the customer experience a fun journey for both sides.”
Sharp also highlighted the importance of consistency between systems. “It partners so well with Voyager 8,” he said. “Everything looks consistent, no matter what platform they’re in.”
Clear visibility for confident decision-making
Dashboards and analytics within CRM IQ help Freeman Webb monitor performance and make data-informed decisions. “I love all the different dashboards,” Sharp said. “It more concisely populates the information in a user-friendly, readable way. I use the renewals dashboard almost daily.”
By consolidating tools and introducing AI-powered efficiency, Freeman Webb has transformed its leasing operations with CRM IQ, achieving a unified, data-driven approach to customer relationship management across every property.