Ready to Streamline Your Operations?
Book a demo to see how EliseAI automates communication, reduces workload, and delivers real results.
Answer a couple of questions and we'll connect you with the right team member.
Increase in Lead-to-Tour Rates
Bad Debt Collected
ROI on AI Spend
Mill Creek Residential is a national rental housing company offering comprehensive services across investment management, development, construction, acquisitions, and property management. With a mission focused on creating meaningful relationships and extraordinary places, Mill Creek manages over 30,000 homes nationwide supported by 650+ property management associates.
Between a construction division that has built nearly 41,000 rental homes, a development team with unparalleled local market expertise, and an investment arm that has raised $8.4 billion in equity, Mill Creek Residential is well-positioned to continue expanding its portfolio across the country. Above all else, Mill Creek distinguishes itself through attention to detail, exceptional service, and best-in-class resident experiences for the thousands of people who call Mill Creek communities their homes.
With over 30,000 units under management and a sterling reputation, Mill Creek Residential has consistently received very high lead volume at its communities. This, in turn, meant that their onsite associates had to spend a large portion of their day-to-day managing repetitive communications with residents and prospective residents.
.png)
The Mill Creek team also recognized that the way they were handling phone calls could be improved. In order to effectively manage their phones, Mill Creek Residential had a contract with a leading call center to take overflow calls. Unfortunately, the call center was converting leads to leases at a sub-1% rate. The Mill Creek Residential team knew they needed a voice component to whatever new solution they brought on to help with their inbound and outbound communications.
Fortunately, the Mill Creek Residential team brought on EliseAI, the leading provider of AI and automation technology for the multifamily industry, to help them reinvent both their leasing and resident services workflows.
.png)
Implementing the full suite of EliseAI’s conversational AI products across 110 of Mill Creek Residential’s communities has contributed to significant conversion rate improvements and boosted customer service scores, as well as increased operating efficiency and introduced new cost savings. As a result of improved lead nurturing, Mill Creek Residential’s lead-to-tour conversion rate increased dramatically from 14% pre-AI to 35% post-AI. Throughout the last six months of 2024, EliseAI nurtured almost 100,000 leads for Mill Creek Residential, with an average of 5 touchpoints per customer.
Customer service scores also improved significantly, with the Mill Creek Residential achieving these gains both through the attentive and always-available ResidentAI support, as well as increased opportunities for onsite teams to handle high-value resident interactions. Bad debt went down and collection rates went up as well.
.png)
In addition, Mill Creek Residential recognized serious savings by using VoiceAI to eliminate their contract with the overflow call center. Finally, Mill Creek Residential has been testing one of EliseAI’s newest products, Lease Audits, with early results suggesting the potential for both significant labor savings and improved compliance oversight.
.png)
Implementing EliseAI’s products across 30,000+ units was largely made possible through a strategic rollout with extensive interdepartmental buy-in. The push was led by three powerhouse property management leaders, Samantha Chalmers, Innovation & Integrations Director, Taryn Silva, Vice President - Learning & Development, and Valerie Gibson, Vice President - Community Support. They leaned into Mill Creek Residential’s company ethos “Work Hard, Smart, and Together”, encouraging team members to build “tolerance to discomfort” in order to deliver better experiences for residents and prospects alike.
Rolling out AI across a portfolio the size of Mill Creek Residential posed a unique set of operational circumstances. First, they piloted the full suite of EliseAI products at a collection of different properties to gather data that could be used to support a larger rollout.
From there, they worked to compile data needed to drive organization-wide buy-in. Once they had enough data to support a portfolio-wide rollout, they needed to ensure that their onsite associates would be receptive to implementing “Milly,” their AI assistant, at their communities. So, the Mill Creek Residential team hit the road for the “Milly Roadshow.”
.png)
Over the course of a year, the Mill Creek Residential Learning and Development team traveled to every single market in which they had communities using EliseAI, teaching onsite associates how to effectively partner with Milly.
This change management masterclass is just one part of what makes the Mill Creek Residential story special. What their success proves is that no matter how large or diverse a portfolio might be, change management is possible. The EliseAI team is proud to continue supporting the Mill Creek team as they redefine what excellence looks like in multifamily.
Read the original Mill Creek Residential success study write-up here.
Taryn Silva is the Vice President of Learning and Development for the Property Management Division. She is responsible for the strategy, content creation, and implementation of operations, software, compliance, customer service, and sales training for all property management associates at Mill Creek. Ms. Silva began her career in the multifamily industry in 2005 working in a variety of property operations, training, and marketing roles. Ms. Silva graduated from the University of Indiana and holds training certificates in Organizational Learning and Development and is a Certified Training Professional from American Management Association.
Valerie Gibson serves as Vice President of Community Support for Mill Creek Residential. She is responsible for the comprehensive delivery of technical support and onboarding of operational software and peripheral platforms. Prior to joining Mill Creek, Ms. Gibson spent 12 years at Lincoln Property Company, beginning on-site and eventually in regional and national systems training roles. Ms. Gibson has over 15 years of experience in the delivery of property management software support with an emphasis on operational efficiencies and enhanced customer experience.
Samantha Chalmers is a multifamily veteran with specific expertise in standing up innovative new programs at nationally-recognized operators. She brings extensive experience from all verticals underneath the marketing umbrella to her position. In her role at Mill Creek Residential, she works with key stakeholders to create alignment on the goals the tech stack should meet, determines how to measure performance, gathers feedback from the onsite teams and works with vendor partners to refine and enhance the technology. Between her speaking engagements at prominent industry events like AIM and high-quality work at Mill Creek Residential, Samantha is establishing herself as a multifamily leader to watch in 2025 and beyond.
Book a demo to see how EliseAI automates communication, reduces workload, and delivers real results.