StuyTown Property Services

StuyTown Property Services

StuyTown Property Services is based in New York City and handles the property management of Stuyvesant Town-Peter Cooper Village, a 110 building residential complex on the east side of Manhattan.

StuyTown handles thousands of new leases each year, while also managing all resident issues on property. StuyTown Property Services has been a client of Help Desk Technology Corporation since 2014, and uses ServicePRO Cloud.

Industry

Property Management / Rental and Leasing

The Challenge

StuyTown handles thousands of new leases each year, while also managing all resident issues on property.

The Solution

StuyTown has implemented ServicePRO in their Legal, Accounting, and Resident Services departments.

The Benefits

StuyTown has used ServicePRO to significantly improve the efficiency of their customer service, through increased transparency, accountability and collaboration.

The Challenge

Prior to using ServicePRO, StuyTown communicated with residents mainly with Microsoft Outlook, requiring numerous public calendars and a constant inflow of emails. This made it difficult to track resident requests over time. Communications had to be explicitly forwarded to others to be viewed, occasionally leading to communications being missed or tasks being forgotten.

Due to these inefficiencies it was nearly impossible to track recurring problems and intervene on requests breaching SLA as this information only existed in one individual’s inbox.

The Solution

StuyTown has implemented ServicePRO in their Legal, Accounting, and Resident Services departments. StuyTown discovered that a resident’s move-in experience had a dramatic effect on their overall opinion of the property. Move-Ins are now processed in ServicePRO as project requests, dividing a project into multiple tasks that can each be allocated to the appropriate department.

ServicePRO’s project functionality enables the creation of hierarchical structures, consisting of requests, and subfolders for efficient management of multi-task projects; sub-tasks in a project can be set as independent from other tasks, or interdependent on each other, and can trigger the creation of new tasks once these dependencies are satisfied. ServicePRO is also used to track resident issues. Each issue is submitted as a request in ServicePRO and is associated with the resident of record. These requests are automatically escalated to a higher level 24 hours after submission through the use of Business Rules, ensuring a timely response is received by both residents.

ServicePRO is also used to directly process email from residents and dispatch it to the relevant department, whether it be Resident Services, Legal, or Accounting. This is useful and convenient for residents to quickly get answers to questions.

The Benefits

StuyTown has used ServicePRO to significantly improve the efficiency of their customer service, through increased transparency, accountability and collaboration.

By handling new move-Ins as ServicePRO projects, the Management and Resident Welcome teams have real-time, on-demand access to the progress of all move-ins with pending tasks at each building, allowing full accountability and a simple way to get a status on what was once a very complicated process. Business Rules enable issue escalation and allow a representative to view residents’ entire issue log. Representatives can also use social features within ServicePRO, such as Quick Messages, to communicate regarding specific requests and collaborate towards the resolution of an issue.
“StuyTown has implemented ServicePRO in their Legal, Accounting, and Resident Services departments. ‘Taking communication happening in people’s email and putting it all in one place.” – Gregg Haverstick, Senior Director of IT, StuyTown Property Services.

 

“ServicePRO has allowed us to take issues that were once fragmented without any transparency and streamline them into a well-documented task.” – Gregg Haverstick, Senior Director of IT, StuyTown Property Services