{"id":36782,"date":"2023-09-28T05:01:00","date_gmt":"2023-09-28T12:01:00","guid":{"rendered":"https:\/\/www.yardi.com\/blog\/?p=36782"},"modified":"2026-02-22T15:44:40","modified_gmt":"2026-02-22T23:44:40","slug":"2023-multifamily-trends-panel","status":"publish","type":"post","link":"https:\/\/www.yardi.com\/blog\/2023-multifamily-trends-panel\/","title":{"rendered":"Multifamily Leaders Talk Trends"},"content":{"rendered":"\n

At the 2023 Yardi Advanced Solutions Conference, Director of Sales Nima Farkhak led a panel with leading multifamily figures about trends impacting the industry \u2014 and the tech they\u2019re using to get ahead.<\/a><\/p>\n\n\n\n

The conversation revolved around automation, fraud prevention and training. Particularly, how can multifamily organizations receive more employee buy-in when implementing new technology, and leverage that technology to maximize support for their employees?<\/p>\n\n\n

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\"\"<\/figure><\/div>\n\n\n

Panelists (pictured, right) included Leslie Henry, SVP of strategic solutions and development at Towne Properties and Josh Draughn, head of marketing at Weidner Apartment Homes. Read on for key takeaways.<\/p>\n\n\n\n

Automating early touchpoints significantly reduces site teams\u2019 workloads<\/strong><\/p>\n\n\n\n

Most multifamily operators agree that strategic automation is key to efficiency, resulting in streamlined workloads, satisfied employees and happier residents.<\/p>\n\n\n\n

\u201cAutomation is all about how we can give back valuable time to our associates, and we\u2019ve found Chat IQ to be extremely helpful with that,\u201d said Draughn. \u201cInstant gratification is now expected, so our first automated engagement starts just five minutes after an initial contact. Then Chat IQ transitions the interaction to texting, which results in a faster response time.\u201d<\/p>\n\n\n\n

Since implementing automation and Chat IQ<\/a>, Draughn says that Weidner experienced a 15 percent reduction in advertising costs year over year.<\/p>\n\n\n\n

Transparent communication is key to achieving employee buy-in<\/strong><\/p>\n\n\n\n

But there are challenges with implementing automation, artificial intelligence and new technology in general \u2014 especially when it comes to employee buy-in.<\/p>\n\n\n\n

Henry noted that most of Towne\u2019s employees have been with the company for a long time and were opposed to change \u2014 until they saw its benefits firsthand.<\/p>\n\n\n\n

\u201cAfter we implemented Chat IQ,\u201d Henry said, \u201cOur site teams quickly realized how useful it was in gaining back time. They love how it filtered out less promising leads in the beginning. But we also took their feedback if they didn\u2019t like the way the bot was responding. We let them customize some aspects of the responses so there was more of a personal human touch.\u201d<\/p>\n\n\n\n

Draughn agreed. \u201cGetting buy-in at first will always be challenging,\u201d he said. \u201cBut it\u2019s all about how you communicate new changes and listen to their feedback. The human element in multifamily is always going to stay.\u201d<\/p>\n\n\n\n

Deterring fraud with automation<\/strong><\/p>\n\n\n\n

Multifamily organizations are also relying on technology to vet applicants more than ever.<\/a><\/p>\n\n\n\n

ID Verify uses facial recognition technology to confirm applicant identities. To do this, applicants take a selfie during the screening process, which is then matched with the official documents they submit.<\/p>\n\n\n\n

\u201cAccuracy is one of the biggest benefits of automating the identity and income verification process,\u201d Henry said, adding that automated technology has acted as a fraud deterrent, saving Towne thousands of dollars in the process.<\/p>\n\n\n\n

\u201cIn the beginning, I thought we were losing rentals,\u201d Henry said. \u201cBut when we looked closer, it was because some IDs were so clearly fraudulent that the system weeded them out instantly. It saved us from dealing with them, them potentially living with us and us incurring bad debt.\u201d<\/p>\n\n\n\n

Draughn agreed, noting that while there may be steps like taking selfies, genuine prospects will still follow through with the application. This allows leasing teams to avoid guesswork or repetitive communications.<\/p>\n\n\n\n

Streamlining online training<\/strong><\/p>\n\n\n\n

As the pandemic shifted training methods from in-person to online, Towne Properties also turned to the learning management system Aspire<\/a> for online training.<\/p>\n\n\n\n

\u201cWe\u2019re learning about the product faster and it\u2019s easier for us to train new employees,\u201d Henry said, highlighting the ease brought by Aspire\u2019s full integration with Towne\u2019s solutions. \u201cIt feels good knowing that anyone can learn at their own pace with Aspire.\u201d<\/p>\n\n\n\n

See it in action<\/strong><\/p>\n\n\n\n

A connected solution can help you drive efficiency at every stage of your workflow, enhancing data connectivity and eliminating gaps. Want to see what this looks like in action? Watch a webinar<\/a> to see how Yardi helps you streamline workflows, reduce fraud and enhance training.<\/p>\n","protected":false},"excerpt":{"rendered":"

At the 2023 Yardi Advanced Solutions Conference, Director of Sales Nima Farkhak led a panel with leading multifamily figures about trends impacting the industry \u2014 and the tech they\u2019re using to get ahead. The conversation revolved around automation, fraud prevention and training. Particularly, how can multifamily organizations receive more employee buy-in when implementing new technology, […]<\/p>\n","protected":false},"author":2717,"featured_media":36783,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_s2mail":"yes","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3141,2618,3380,3213],"tags":[498,29,2843,39],"class_list":["post-36782","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-aspire","category-events","category-learning","category-multifamily","tag-automation","tag-multifamily","tag-yardi-aspire","tag-yasc"],"acf":[],"yoast_head":"\nYardi Blog<\/title>\n<meta name=\"description\" content=\"Dive into insights from the 2023 Yardi Advanced Solutions Conference, where industry leaders discuss multifamily trends, automation's impact on efficiency and strategies to achieve employee buy-in for new tech.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.yardi.com\/blog\/2023-multifamily-trends-panel\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Multifamily Leaders Talk Trends\" \/>\n<meta property=\"og:description\" content=\"Dive into insights from the 2023 Yardi Advanced Solutions Conference, where industry leaders discuss multifamily trends, automation's impact on efficiency and strategies to achieve employee buy-in for new tech.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.yardi.com\/blog\/2023-multifamily-trends-panel\/\" \/>\n<meta property=\"og:site_name\" content=\"Yardi Blog\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-28T12:01:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-22T23:44:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.yardi.com\/blog\/wp-content\/uploads\/sites\/15\/2023\/09\/MF-YASC-Panel-Blog-9-19-21331-1920x1080-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Vianna Mossman\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Vianna Mossman\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.yardi.com\/blog\/2023-multifamily-trends-panel\/\",\"url\":\"https:\/\/www.yardi.com\/blog\/2023-multifamily-trends-panel\/\",\"name\":\"Multifamily leaders discuss automation, fraud and training benefits at YASC 2023 - 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