Executive Summary
.png)
GoldOller Real Estate Investments, a leading nationwide multifamily operator, consolidated their tech stack by deploying EliseCRM alongside the full suite of EliseAI’s conversational AI products across their full portfolio. Switching to these products helped GoldOller improve leasing conversion rates, increase employee retention through the automation of tedious manual work, and lower delinquency rates, driving 12x in ROI on AI spend. In short, for every dollar invested in AI tools GoldOller subsequently generates $12 in additional revenue or cost savings.
Introduction to GoldOller Real Estate Investments
GoldOller Real Estate Investments operates a portfolio of over 48,000 units spanning from New York to Florida to Michigan. Founded by industry leaders Richard Oller, Jeffrey Goldstein, and Jake Hollinger, the company focuses on personalized service, managing resident experiences rather than just managing communities. GoldOller's diverse portfolio includes both market-rate and affordable housing, along with single-family homes—all managed with innovative ownership and operational strategies. That innovative mindset is what led them to partner with EliseAI to help overcome some common post-pandemic multifamily challenges.
Understanding GoldOller Real Estate Investments’ Pain Points
.png)
Like almost all multifamily operators, GoldOller was feeling the impact of high employee turnover rates in a post-COVID world. With NAA data showing that over 30% of multifamily staff members turn over on a yearly basis, GoldOller was focused on investing in the team member experience to help them retain top talent. The GoldOller team knew that bringing on a solution to help alleviate the burden of high call volume and difficult delinquency conversations from their onsite teams could go a long way. They also felt that upgrading from their existing CRM and consolidating their tech stack onto a more modern, user-friendly CRM platform, could help overcome tech stack fatigue and decrease burnout for their onsite teams. Finally, they knew they needed an AI and CRM vendor that had a proven track record of supporting other NMHC Top 50 Managers, given the size of their portfolio and aggressive expansion plans. With those factors in mind, GoldOller partnered with EliseAI to rollout both the full suite of conversational AI products and EliseCRM.
Introduction to EliseAI
EliseAI is the leading provider of AI and automation solutions designed for the needs of modern multifamily operators. Today, over 400 different organizations deploy EliseAI’s products, including LeasingAI, ResidentAI, and EliseCRM to manage the full prospect-to-resident journey in millions of units of rental housing around the US.
Results of GoldOller Real Estate Investment’s AI Rollout
.png)
By rolling out the full suite of EliseAI’s conversation products alongside switching to EliseCRM, GoldOller reported significantly improved leasing conversion, decreased delinquency rates, and higher employee satisfaction. Through automated delinquency follow-ups, GoldOller collected $2.4M in balances 30+ days overdue, helping them recoup immediate value from their AI spend. In addition, as a result of process improvement and best-in-class prospect nurturing AI GoldOller also saw significant occupancy stabilization, with a 4% increase in portfolio-wide occupancy rates.
One of the most profound impacts of deploying EliseAI’s conversational AI products and EliseCRM at GoldOller has been the overall impact on employee retention rates. In general, tasks like following up with prospects, manually handling delinquency conversations, and constantly answering the phone all contribute to employee burnout and drive multifamily’s high turnover rates. Having to constantly deal with a fragmented tech stack is another driver of poor employee experiences for many operators, as onsite teams get frustrated having to log into a handful of systems every day.
For Ariel Hanson, Director of Operations at GoldOller, the switch to EliseCRM has been a key component of GoldOller’s employee retention strategy. With GoldOller’s using EliseCRM as a single source of truth, seamlessly integrated with EliseAI’s conversational AI products, GoldOller’s onsite teams no longer have to spend their day manually responding to prospect and resident calls and texts, instead having time to focus on more meaningful, strategic responsibilities. The EliseCRM rollout has been a contributing factor in driving a 47.4% improvement in retention rates on office positions, excluding facilities. since the product rollout.
Change management has been another critical part of the EliseAI and EliseCRM rollout at GoldOller. GoldOller knew that switching CRMs was a massive procedural overhaul, so they had to be positive that EliseAI was the right fit before jumping in. By beginning first with EliseAI’s VoiceAI and LeasingAI products, Ariel and the GoldOller team built a meaningful familiarity with the EliseAI product suite before onboarding ResidentAI and subsequently switching over to EliseCRM. With onsite agents gradually learning to trust the capabilities of the AI and interacting with EliseAI’s LeasingAI product through EliseCRM, they began to appreciate the capabilities of the solution and streamlined, user-friendly nature of the platform and began to leverage it more and more over time.
This strategic rollout approach, coupled with consistent support from the EliseAI team and extensive customization to ensure the AI amplified and maintained GoldOller’s brand voice, gave Ariel and GoldOller the confidence to undertake a full CRM migration, something they had only done two other times in the history of the company. The results speak for themselves—switching to EliseCRM has had a meaningful impact on both GoldOller’s operational efficiency and employee experience.
Tech Stack Consolidation at GoldOller Real Estate Investments
.png)
Onboarding the full suite of EliseAI products and switching to EliseCRM has allowed the GoldOller team to terminate their subscriptions to several point software solutions, saving significant costs through tech stack consolidation. First, GoldOller cut their subscription to their existing maintenance software and after-hours maintenance call center, with VoiceAI and EliseAI’s Maintenance product rendering it redundant. While the vendor did offer to continue providing GoldOller with these services for free, the prospect of consolidating all of their operations into one unified tech platform was crucial for Ariel and the team.
GoldOller similarly cut their existing CRM, choosing to pivot to EliseCRM instead to unify their tech stack in one central platform. Finally, GoldOller cut both their after-hours leasing call center and ID verification providers, as EliseAI’s offerings included VoiceAI and ID verification built right into the platform and consolidated in EliseCRM.
Future Collaboration Between GoldOller Real Estate Investments and EliseAI
The partnership between GoldOller Real Estate Investments and EliseAI is a testament to the positive impact of advanced technology on both the prospect-through-resident journey and the employee experience for multifamily operators. By focusing on consolidating their tech stack with best-in-class conversational AI products centered around EliseCRM, the GoldOller team has continued to differentiate itself from other operators, helping them attract and retain top talent while efficiently scaling their portfolio.
As GoldOller continues to work closely with the EliseAI team, testing new capabilities and products like demand notice generation and improved renewal nurturing, expect to see the GoldOller name continuing to ascend the ranks of the NMHC Top 50, all the while delivering best-in-class experiences for the thousands upon thousands of people who call GoldOller communities their homes.
Introduction to GoldOller Real Estate Investments
GoldOller Real Estate Investments operates a portfolio of over 48,000 units spanning from New York to Florida to Michigan. Founded by industry leaders Richard Oller, Jeffrey Goldstein, and Jake Hollinger, the company focuses on personalized service, managing resident experiences rather than just managing communities. GoldOller's diverse portfolio includes both market-rate and affordable housing, along with single-family homes—all managed with innovative ownership and operational strategies. That innovative mindset is what led them to partner with EliseAI to help overcome some common post-pandemic multifamily challenges.
Understanding GoldOller Real Estate Investments’ Pain Points
Like almost all multifamily operators, GoldOller was feeling the impact of high employee turnover rates in a post-COVID world. With NAA data showing that over 30% of multifamily staff members turn over on a yearly basis, GoldOller was focused on investing in the team member experience to help them retain top talent. The GoldOller team knew that bringing on a solution to help alleviate the burden of high call volume and difficult delinquency conversations from their onsite teams could go a long way. They also felt that upgrading from their existing CRM and consolidating their tech stack onto a more modern, user-friendly CRM platform, could help overcome tech stack fatigue and decrease burnout for their onsite teams. Finally, they knew they needed an AI and CRM vendor that had a proven track record of supporting other NMHC Top 50 Managers, given the size of their portfolio and aggressive expansion plans. With those factors in mind, GoldOller partnered with EliseAI to rollout both the full suite of conversational AI products and EliseCRM.
Introduction to EliseAI
EliseAI is the leading provider of AI and automation solutions designed for the needs of modern multifamily operators. Today, over 400 different organizations deploy EliseAI’s products, including LeasingAI, ResidentAI, and EliseCRM to manage the full prospect-to-resident journey in millions of units of rental housing around the US.
Results of GoldOller Real Estate Investment’s AI Rollout
By rolling out the full suite of EliseAI’s conversation products alongside switching to EliseCRM, GoldOller reported significantly improved leasing conversion, decreased delinquency rates, and higher employee satisfaction. Through automated delinquency follow-ups, GoldOller collected $2.4M in balances 30+ days overdue, helping them recoup immediate value from their AI spend. In addition, as a result of process improvement and best-in-class prospect nurturing AI GoldOller also saw significant occupancy stabilization, with a 4% increase in portfolio-wide occupancy rates.
One of the most profound impacts of deploying EliseAI’s conversational AI products and EliseCRM at GoldOller has been the overall impact on employee retention rates. In general, tasks like following up with prospects, manually handling delinquency conversations, and constantly answering the phone all contribute to employee burnout and drive multifamily’s high turnover rates. Having to constantly deal with a fragmented tech stack is another driver of poor employee experiences for many operators, as onsite teams get frustrated having to log into a handful of systems every day.
For Ariel Hanson, Director of Operations at GoldOller, the switch to EliseCRM has been a key component of GoldOller’s employee retention strategy. With GoldOller’s using EliseCRM as a single source of truth, seamlessly integrated with EliseAI’s conversational AI products, GoldOller’s onsite teams no longer have to spend their day manually responding to prospect and resident calls and texts, instead having time to focus on more meaningful, strategic responsibilities. The EliseCRM rollout has been a contributing factor in driving a 47.4% improvement in retention rates on office positions, excluding facilities. since the product rollout.
Change management has been another critical part of the EliseAI and EliseCRM rollout at GoldOller. GoldOller knew that switching CRMs was a massive procedural overhaul, so they had to be positive that EliseAI was the right fit before jumping in. By beginning first with EliseAI’s VoiceAI and LeasingAI products, Ariel and the GoldOller team built a meaningful familiarity with the EliseAI product suite before onboarding ResidentAI and subsequently switching over to EliseCRM. With onsite agents gradually learning to trust the capabilities of the AI and interacting with EliseAI’s LeasingAI product through EliseCRM, they began to appreciate the capabilities of the solution and streamlined, user-friendly nature of the platform and began to leverage it more and more over time.
This strategic rollout approach, coupled with consistent support from the EliseAI team and extensive customization to ensure the AI amplified and maintained GoldOller’s brand voice, gave Ariel and GoldOller the confidence to undertake a full CRM migration, something they had only done two other times in the history of the company. The results speak for themselves—switching to EliseCRM has had a meaningful impact on both GoldOller’s operational efficiency and employee experience.
Tech Stack Consolidation at GoldOller Real Estate Investments
Onboarding the full suite of EliseAI products and switching to EliseCRM has allowed the GoldOller team to terminate their subscriptions to several point software solutions, saving significant costs through tech stack consolidation. First, GoldOller cut their subscription to their existing maintenance software and after-hours maintenance call center, with VoiceAI and EliseAI’s Maintenance product rendering it redundant. While the vendor did offer to continue providing GoldOller with these services for free, the prospect of consolidating all of their operations into one unified tech platform was crucial for Ariel and the team.
GoldOller similarly cut their existing CRM, choosing to pivot to EliseCRM instead to unify their tech stack in one central platform. Finally, GoldOller cut both their after-hours leasing call center and ID verification providers, as EliseAI’s offerings included VoiceAI and ID verification built right into the platform and consolidated in EliseCRM.
Future Collaboration Between GoldOller Real Estate Investments and EliseAI
The partnership between GoldOller Real Estate Investments and EliseAI is a testament to the positive impact of advanced technology on both the prospect-through-resident journey and the employee experience for multifamily operators. By focusing on consolidating their tech stack with best-in-class conversational AI products centered around EliseCRM, the GoldOller team has continued to differentiate itself from other operators, helping them attract and retain top talent while efficiently scaling their portfolio.
As GoldOller continues to work closely with the EliseAI team, testing new capabilities and products like demand notice generation and improved renewal nurturing, expect to see the GoldOller name continuing to ascend the ranks of the NMHC Top 50, all the while delivering best-in-class experiences for the thousands upon thousands of people who call GoldOller communities their homes.