Creating a better way to live drives the purpose of AvalonBay Communities, Inc., an equity REIT that delivers a superior lifestyle for residents. With core values that include a commitment to integrity, a spirit of caring, and a focus on continuous improvement, AvalonBay believes that improving the move-in experience for new residents is one way to demonstrate those values.
Rhett Mitter, Senior Director of Product Management for AvalonBay, describes why the company turned to Moved to simplify and automate the move-in process for its nationwide portfolio of 275 communities and 85,000 units.
“We began working with Moved in Q2 of 2020 after realizing that their platform was in alignment with what we intended to build ourselves,” Rhett explained. “They have been an absolute pleasure to work with as they are always responsive and forward-thinking about how to streamline the move-in process and improve the customer experience.”
Rhett went on to describe how Moved enhances the other efficiency measures that AvalonBay has already implemented for its onsite teams.
Our team members love the Moved platform. Now, they can view all of their move-ins in one place — something we never had before. In essence, Moved has removed the burden on our associates by automating the move-in process, making it intuitive and easy.
Rhett continued to explain, “For example, our associates no longer have to key in renters insurance policies and are empowered to maintain high compliance rates among our renters.”
Rhett estimated that 95% of the households they invite to use Moved signup and engage. Having the ability to complete all the tasks leading up to moving day, all in one place, saves time and increases enrollment in ancillary services.
Honestly, I feel like the Moved self-service platform is going to be table stakes in our industry for improving the customer journey through self-service options.
“It gives residents the ability to do things like sign up for Internet service or enroll in our renters’ insurance on their own time, and it frees up our associates’ time. It’s a win across the board,” he explained.
Rhett added that AvalonBay is rolling out two new ancillary services to new residents thanks to the efficiency of the Moved platform and that the early numbers are showing promise for increased conversions.
Learn more about Moved and how we can improve the move for your residents, save time for your teams and boost your ancillary service revenue.
