The Sterling Group, a family-owned real estate investment firm, knows that staying ahead in a competitive market requires embracing innovation. Faced with the challenges of high call volumes, shifting renter communication preferences, and staffing turnover, Sterling turned to LeaseHawk’s ACE™ AI Assistant. What followed was a transformative journey that not only streamlined their leasing processes but also boosted occupancy and strengthened customer engagement.

Why Sterling Group Chose ACE

The multifamily housing industry is evolving, with Millennials and Gen Z renters gravitating toward digital-first interactions like chat and text. For Sterling Group, these trends signaled the need for a solution that could meet modern renter expectations.

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“Renters are shifting how they communicate with properties,” shared Derek Miller, Director of Marketing at Sterling Group. “They need answers 24/7 to make a leasing decision, so we needed a tool that could meet those expectations and give our on-site teams flexibility.”

ACE’s 24/7 conversational abilities via voice, text, and chat, plus its compatibility with Yardi, Sterling’s existing CRM, made it an easy choice. “The seamless integration allowed us to innovate without overhauling our systems,” Derek explained.

“Renters are shifting how they communicate with properties. They need answers 24/7 to make a leasing decision, so we needed a tool that could meet those expectations and give our on-site teams flexibility. The seamless integration allowed us to innovate without overhauling our systems” — Derek Miller, Director of Marketing at Sterling Group

Enhancing Leasing Office Processes

To maximize ACE’s impact, Sterling strategically revamped their onsite team’s processes.

Key changes included:

• Enhanced Follow-Up Protocols: Leasing teams now prioritize pre-booked tours and guest cards generated by ACE. Their goal is to always follow-up within one hour of receiving a lead.

• Tailored Communication Strategies: ACE captures helpful renter data such as move-in date, amenity interests, and leasing preferences before handing off a lead. Sterling’s leasing agents use this data to craft personalized messaging to their prospects, fostering stronger connections.

While there was an initial learning curve, Derek emphasized how Sterling’s on-site teams are now embracing ACE as a teammate. “Leasing professionals came to appreciate how ACE handled routine inquiries, freeing them up to focus on building relationships and addressing complex needs,” he said.

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The Results Speak for Themselves

Sterling Group saw remarkable improvements after integrating ACE into their leasing strategy.

• Increased Appointments: Appointment bookings surged by nearly 40%, showcasing ACE’s power in converting leads.

• Higher Show Rates: Actual showings rose by 6%, underscoring ACE’s ability to deliver qualified and engaged prospects.

“The results have been impressive,” Derek shared. “ACE has improved our speed to lead, plus its elevated multi-channel approach provides 24/7 assistance to the leasing journey resulting in a streamlined experience for prospects and our team.”

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Setting the Standard for Innovation

Overall, Sterling’s playbook to include the implementation of ACE has been a homerun. Their process demonstrates how the right AI solution can bridge the gap between evolving renter expectations and operational efficiency, creating a winning formula for both prospects and leasing teams.

Contact us to learn more about how ACE can transform your leasing operations.