Despite the interruptions to almost every facet of our business due to COVID-19, Roscoe Property Management has continued to successfully transition management of multiple communities in the last four weeks. In that time, RPM has taken over eight high-profile properties in the Austin, San Antonio, Houston and DFW Metroplexes totaling an addition of 2,000 units to the portfolio. RPM is also currently working on five deals under construction with units delivering in May and June.
The primary contributor to our recent successes has been our dedicated Client Services team. Made up of eight individuals solely focused on ensuring a systematic and practiced management transition, this team manages the conversion process from start to finish. Most impressively, this team ensures website and software platforms, resident payment and application functionalities, and accounting reporting capabilities are all setup and fully functioning as of takeover day.
During prior takeovers, at least one member of the Client Services team would be present and partner with the RPM Operations team to assist in the physical transition of the community. Adapting to the risks posed by COVID 19, the Client Services team has pivoted to a fully remote format, where they conduct pre-takeover calls and trainings with the incoming RPM Regional Manager and Community Manager to ensure all property information is disseminated and understood. Through RPM’s IT Managed Services Provider, the Client Services team facilitates remote onboarding of the leasing office’s computer equipment and utilizes video conferencing and screen sharing tools to support the site team for as long as is needed post-takeover.
The enthusiasm and dynamism that both the RPM Operations and Client Services team members bring to each transition is illustrated through the positive feedback received from residents and clients alike. The powerful combination of dedication and expertise, and a nimble approach have allowed the Client Services team, and RPM, to continue to thrive during the COVID-19 pandemic.