‍

We’re celebrating a major milestone: ACE Insights has analyzed over 1,000,000 calls in just six months—and we’re analyzing thousands more each day. But what does this mean for leasing teams and property management companies? Simply put, it means smarter leasing teams, enhanced visibility, and optimized operations like never before.

Unlock the Power of Conversations

Leasing offices receive a high volume of calls every day. But do you really know what your renters are asking? With Conversation Insights, ACE analyzes call trends, caller intent, and key discussion points so properties can act on what matters most.

Key Findings from 1 Million+ Calls:

• 24% of answered calls were from residents or prior-residents.

• 25% of answered calls were from prospects showing interest to move into the property.

• Top topics discussed by residents: Billing Inquiries (17%), Status of Existing Work Orders (16%), and Lease Inquiries [Lease Modifications, Renewals, etc.] (14%).

Additionally for residents, we discovered a pattern of operational insights that directly impact the customer experience and likelihood to renew, including:

Package and Mail Issues:

• Many residents inquired about missing or incorrectly delivered packages and mail.

• Requests for assistance with package pickup, holding packages while on vacation, and retrieving packages from lockers.

Access and Security:

• Numerous requests for assistance with gate codes, key fobs, and access to apartments after being locked out.

• Inquiries about replacing lost keys and gate control devices.

Maintenance and Repairs:

• Requests for maintenance services, including fixing locks, replacing batteries in gate clickers, and addressing issues with appliances.

• Inquiries about maintenance responsibilities and scheduling pest control services.

Resident Services:

• Requests for meal delivery, including specific food orders and dietary preferences.

• Inquiries about housekeeping services, including cleaning schedules and special requests due to illness.

General Inquiries:

• Residents asked about procedures for letting guests in using the call box system.

• Inquiries about obtaining temporary parking passes and registering guest vehicles.

By understanding these trends, properties can prioritize follow-ups, improve resident experiences, and adjust workflows to better serve their communities. Knowing what’s driving calls leads to better service and more efficient teams.

And reviewing calls has never been easier. ACE Insights listens, transcribes, categorizes, and summarizes every call—so your team doesn’t have to. Instead of focusing on note-taking, they can provide the best customer experience possible. Plus, AI-generated action items ensure no detail gets overlooked, making follow-ups seamless.

How ACE Insights Helps Leasing Teams:

1. Save Time: ACE listens to every call, so your team doesn’t have to.

2. Review Calls Instantly: AI-generated summaries and action items keep things moving.

3. Identify Key Topics: Spot trends in resident concerns and leasing demand.

4. Gain Transparency: Full access to real-time call data means no more guesswork.

Elevate Leasing Team Performance

Conversation Insights are only half the story. The other half? Agent Insights, where ACE scores every eligible first-time prospect call to measure leasing agent performance with unmatched precision.

The Impact So Far:

• Over 1,000 properties now use ACE Insights to score their leasing teams.

• More than 51,000 scorecards have been completed.

• Performance is measured across critical leasing categories, with an Overall Performance Score and Appointment Conversion Rate for each agent.

With these insights, managers can pinpoint strengths, identify areas for improvement, and tailor training programs to drive success. Scores are calculated instantly, allowing properties to track agent performance, compare site-wide results, and make informed decisions in real-time.

Smarter, Faster, and More Accurate: Voice Biometrics

A standout feature of Agent Insights is ACE’s ability to automatically identify leasing agents on calls using voice biometrics.

No need for manual input, self-identification, or employee codes—just instant, accurate scoring. This ensures:

• Honest, unbiased performance evaluations.

• Standardized scoring across all calls.

• Quick identification of coaching opportunities.

LeaseHawk has already scored over 100,000 leasing agents, and ACE Insights continues this legacy, setting the standard for performance measurement in the multifamily industry.

Join our $100,000 Giveaway

To celebrate this milestone, we’re giving back to the leasing agents who make it all happen. Activate ACE Insights by March 1, 2025, and be part of our $100,000 giveaway! Learn more here.

Your leasing team works hard—now it’s time to track their success, boost performance, and reward top talent.