SANTA BARBARA, CALIF., July 25, 2011 – Yardi announced today that a new Yardi service, Yardi Help Desk™, is helping multifamily property managers focus on their core business by minimizing their attention to IT support.
Yardi Help Desk experts who specialize in property site operations respond to calls and e-mails from the property manager’s Yardi Voyager™ users who need direct technical assistance with their system. Along with understanding and enforcing the client’s internal policies and procedures, Yardi Help Desk technicians are experts in new user setup and password resets, tying out reports, Yardi Voyager functionality and training, database schema, system error messages and all other areas involved in supporting the Yardi Voyager platform.
Clients using Yardi Help Desk have the option to utilize an online training curriculum designed to keep users current on Yardi Voyager Residential functionality. Yardi Help Desk also provides monthly reports by property on call volume and issue type. These metrics are important in determining prevalent training needs for staff and identifying properties with recurring issues. As part of Yardi’s Client Services Department, Yardi Help Desk has immediate access to support specialists throughout Yardi who can assist with more complex cases and specialty issues.
“Our records indicate that Help Desk has increased the response and resolution time for routine cases by 37 percent. More complex cases are also resolved quickly,” said Lindsey Roberts, Yardi Systems coordinator for Dallas-based Billingsley Company, which builds, owns and manages residential and commercial properties. “Our Help Desk team has become a great asset by both identifying and resolving our internal training needs. By taking on our Voyager-related issues, training and modifications, Help Desk allows a company with a small IT department, such as Billingsley, to direct their internal resources to core tasks, thereby increasing overall productivity.”
“With Help Desk, we can utilize Yardi Voyager to the fullest extent and free up our leasing team to concentrate on providing excellent customer service. Additionally, my department can devote more time to revenue-producing projects and initiatives that add true business value,” said Andrew Lemert, information technology director for residential and commercial property developer Towbes Group Inc. of Santa Barbara, Calif. “Yardi Help Desk team members are experienced, responsive and very professional.”|
“The Help Desk experts’ knowledge of our policies and procedures and their ready accessibility help resolve issues for our Yardi Voyager users in minutes, freeing up our staff to spend more time on leasing rather than troubleshooting,” said Scott Pechersky, vice president of technology and ancillary services for Alliance Residential Co. in Phoenix. “Also, the monthly reporting packages ensure that we know which properties require special attention and help us direct our training efforts.”
“Dealing with a high volume of help requests often requires property management companies to keep several dedicated, full-time employees on staff. Yardi Help Desk relieves that burden, allowing for reduced staffing costs or reallocation of those employees to focus on initiatives that advance the client’s business objectives,” said Greg Smith, vice president of client services for Yardi.
Yardi Systems has been committed to the design, development and support of real estate investment management and property management software for nearly 30 years. With its Yardi Multifamily Suite™, Yardi Commercial Suite™ and Yardi Investment Suite™, the Yardi Voyager™ system is the most comprehensive single real estate management platform on the market today. Yardi serves clients around the world from offices in Asia, Australia, Europe and North America. More information about Yardi products and services is available at www.yardi.com.
Trade Media Contact: Joel Nelson 805.699-2040, ext. 1255