RPM Makes the 2020 NMHC Top 50 List

RPM Makes the 2020 NMHC Top 50 List

Roscoe Property Management (RPM) has been recognized as one of the top ranked apartment managers in the nation. RPM debuts for the first time in its history on the National Multifamily Housing...

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Updated CDC Guidance on the Use of Cloth Face Coverings

Updated CDC Guidance on the Use of Cloth Face Coverings

CDC continues to study the spread and effects of the novel coronavirus across the United States. We now know from recent studies that a significant portion of individuals with coronavirus lack...

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RPM Continues to Grow

RPM Continues to Grow

We are still growing and adding new RPM communities for residents to call home. We are grateful to all of our support departments and team members for continuing to successfully onboard new...

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The People Behind the Property | Meet Stephen

The People Behind the Property | Meet Stephen

Leading a staff responsible for helping people re-enter society after incarceration is no easy task. It includes coordinating housing, providing employment guidance, and supporting people as...

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The People Behind the Property | Meet Samantha

The People Behind the Property | Meet Samantha

Every parent has experienced challenges during the current pandemic – from finding a routine so they stay on top of schoolwork to creating activities to keep children engaged. These challenges have...

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Community Transitions During the COVID Pandemic

Community Transitions During the COVID Pandemic

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...

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RPM Gone Virtual – Technology in the Age of C-19

RPM Gone Virtual – Technology in the Age of C-19

When our operations were disrupted by COVID-19, Roscoe Property Management reacted swiftly and decisively to transform our way of working, and become a largely remote workforce, almost overnight....

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The People Behind the Property | Meet Nayeli

The People Behind the Property | Meet Nayeli

With many people avoiding urgent care facilities due to fears of COVID-19, some healthcare services have continued providing essential services. Nayeli, optician and resident at The Dawson, is...

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The People Behind the Property | Southtown Flats

The People Behind the Property | Southtown Flats

At RPM, we pride ourselves in building communities where residents make connections and build relationships – a place where neighbors become friends. That is no easy task in times of social...

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RPM’s Virtual Training & Onboarding Process

RPM’s Virtual Training & Onboarding Process

We provide essential services for our residents and it’s important that we continue to exceed their every need – even during unprecedented times. To make that happen, we must invest in the...

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RPM BELIEVES IN EQUITY AND INCLUSION

RPM BELIEVES IN EQUITY AND INCLUSION

At RPM, we acknowledge the historical role the housing industry has played in perpetuating systemic racism. Today, we are reminded how far we have to go and our responsibility to advance racial...

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RPM Innovates – Zendesk

RPM Innovates – Zendesk

RPM is a home for innovation in the multifamily industry. Through our partnership with Zendesk, an industry-leading customer support software, we are able to provide all RPM team members with prompt..

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Fair Housing

We believe all residents and prospective residents deserve to be treated equally and fairly at all times. We are committed to doing business in accordance with the Fair Housing Act. It is illegal to discriminate against any person because of race, color, religion, sex, handicap, familial status (having one or more children), or national origin.

If you feel we have not met our commitment or obligations under the law, please contact us at please contact us at 512-480-9886 or use the contact form on our website. You can also file a complaint with the Department of Housing and Urban Development:

US Department of Housing and Urban Development
Assistant Secretary for Fair Housing and Equal Opportunity
Washington, DC 20410
www.hud.gov
1-800-669-9777 (toll-free)
1-800-927-9275 (TTY)

AMERICANS WITH DISABILITIES ACT

We are committed to complying with the Americans with Disabilities Act. As part of our commitment, we will always make reasonable accommodations to our policies or modifications to existing premises, where necessary, to allow individuals with disabilities the opportunity to use and enjoy our properties and work with us.

 

If you feel we have not met our commitment or obligations under the law, please contact us at 512-480-9886 or use the contact form on our website.

AARPM is a home for innovation in the multifamily industry. Through our partnership with Zendesk, an industry-leading customer support software, we are able to provide all RPM team members with prompt and responsive support that enables them to manage the cutting-edge property management applications and programs that power our resident and client services.

Zendesk is a multi-faceted customer support tool used by 150K+ companies around the world. Using Zendesk, we have created a three-pronged support system: a robust self-help knowledge database, an intuitive support request ticket system, and detailed reporting on requests and resolutions.

Our “Help Center” knowledge base is a self-help hub for policy announcements, required forms, training materials, and more. We conduct rigorous analysis on monthly search topics and search volumes to constantly improve our library of over 500 articles. With approximately 6K article views per month, our team knows they can rely on the Help Center as their first stop for support.

At the heart of Zendesk is the support request ticket system. Based on the request type, received requests are automatically routed to the appropriate department for review and resolution. We receive approximately 1600 requests a month, 91% of which are responded to within 24 hours, and, on average, are resolved within 1 business day. Real Estate industry key performance indicators compiled by Zendesk indicate RPM’s support response time is twice as fast as other real estate industry clients also using Zendesk.

Tying together our data from the Help Center and the ticket system is our reporting suite. We review performance reports bi-weekly, monthly, and quarterly both internally and with members of the Operations teams. Our Training department uses Zendesk data to identify immediate training needs of team members and gaps in current learning materials. IT and Application Management analyze the health of our software platforms and status of our pilot programs. Regional leaders can see the types of issues their teams are having, who is having them, and determine how best to deploy additional resources. Our responsive approach to reporting ensures we make data-driven decisions that continually strengthen our people, processes and platforms.

RPM’s investment in support technology keeps us on the leading edge of the real estate industry. Our commitments to efficient support, continual learning, and data-driven decisions engender a culture of innovation, where cultivating the people behind the properties, our RPM teams, is our primary concern.