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Centralized Team Members
Lead-to-Lease Conversion Rate
Time Quicker to 90% Collected
Lantower Residential operates a growing, geographically diverse portfolio of ~8,000 units across Texas, Florida, and North Carolina. With a mix of stabilized and lease-up properties, Lantower has embraced a centralized operating model to drive efficiency, consistency, and scalability. Today, a 32-person centralized team spans leasing, applications, renewals, collections, and financial operations — supported by EliseAI’s full automation suite, including Delinquency, VoiceAI, LeasingAI, and the Renewals product.
As part of the transition, Lantower partnered closely with EliseAI’s Client Services team to build a customized blueprint for centralization, benchmarking staffing models, mapping operational activities, and identifying automation opportunities. This collaboration helped Lantower design a structure that would scale efficiently while maintaining a high-quality resident and prospect experience.
As Lantower’s portfolio grew, so did the need for a better way of working. They realized that with the introduction of AI and new technology, it wasn’t enough to simply automate tasks—they needed to rethink their operating model: Who should do what, and where should that work happen?
Their goal was simple: build a structure that could scale without a linear increase in staffing, while maintaining a high-quality, personalized experience for residents and prospects. That meant moving away from the traditional onsite model—where Community Managers, ACMs, and Leasing Agents juggled a wide range of responsibilities—and creating specialized, centralized teams and leverage AI for high-volume, repeatable tasks.
With EliseAI’s platform as the foundation, Lantower restructured leasing, admin, and financial workflows—consolidating the ACM and leasing agent roles into a unified Resident & Prospect Experience Specialist. The introduction of this new role has made hiring easier, reduced turnover, and elevated the in-person resident experience.
Today, communities that previously required three plus onsite roles now operate with two: a Community Manager and perhaps a Resident & Prospect Experience Specialist—reducing onsite headcount while delivering a more focused, high-touch experience.
Lantower empowered their onsite team by standing up a 32-person centralized team to handle specialized and admin tasks. The model allows onsite teams to focus on what matters most: community engagement, in-person interactions, and resolving complex resident issues.
Centralized staffing ratios were designed for scalability:
Automation plays a critical role in the model, handling routine communications, high-volume activities such as rent reminders, and task routing to free up centralized staff for higher-value work. This hybrid approach—blending AI with human expertise—has driven strong early results, including a 7% lead-to-lease conversion rate, more than double the industry average, more consistent reporting, and improved response times.
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Centralization required more than just moving work offsite—it demanded a new approach to measuring performance. Lantower redesigned its KPIs to reflect outcomes, not just activity. Central teams are now measured on metrics like AI-to-human handoff rates, SLA adherence, collection resolution times, and renewal close rates—giving leadership clearer visibility into what’s working and where to improve. For example, the average time to collect 90% of balances has dropped from 10 days to just 5.
AI adoption is a key driver of success in this model. Lantower’s teams are incentivized to leverage automation fully, with performance bonuses tied to both productivity and AI utilization rates. This alignment ensures teams work with AI, not around it—maximizing efficiency and consistently delivering strong results.
Lantower’s centralized model isn’t just leaner—it’s stronger, faster, and built for the future. By combining AI with centralized teams, Lantower can add units without adding headcount linearly—enabling seamless expansion, faster onboarding of new assets, and consistent service delivery across a growing, diverse portfolio.
As the portfolio scales, natural attrition and automation will continue to drive efficiency, while EliseAI’s platform—spanning CRM, voice, chat, and collections—remains a key enabler of the model. Together, Lantower and EliseAI are building a blueprint for operational excellence—raising the bar for what’s possible in property management.
Colleen Grahn is the President of Property Management at Lantower Residential and oversees property management, ensuring efficiency and collaboration with organizational stakeholders. With a proven track record spanning over 25 years in property management, Colleen brings a wealth of experience to her role. Prior to joining Lantower, she served as the President of CREA Management, where she successfully established a comprehensive management company specializing in new development lease-ups. Colleen’s expertise was built while serving in reputable organizations including Berkshire Residential, Gables Residential, Equity Residential, and Stream.
Susan Goff is the Vice President of Property Marketing at Lantower Residential, bringing 18 years of industry expertise and a proven track record in crafting innovative marketing strategies. With a strong focus on growth marketing and user experience she leads a dynamic marketing team that excels in leveraging the power of digital marketing and integrated prop-tech to drive exceptional results.
Nick Amy is the Vice President of Operations and has been with Lantower since 2016. He brings a wealth of knowledge and expertise to streamline operations and drive success. His primary responsibilities include overseeing the operations support department, revenue management, operational analytics, strategic initiatives, implementations, and internal support.
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