Whichever approach a company chooses, there are three main ingredients to a centralization project: self-guided tours, flexible labor and task automation. As with all recipes, each ingredient can be used to a different degree, depending on individual company preferences.
With so many changes occurring in multifamily leasing and management, owner/operators are seeking ways to meet the challenges of shifting consumer tastes, ongoing hiring and retention issues and maximizing revenues. Centralization is the next step.
Most operators agree it means moving tasks and processes from onsite to other people, regardless of location, that are specialized in specific processes or customer touchpoints. This allows operators to free up resources to focus on tasks that require an onsite presence and provide better customer service.