How SRG Residential Improved Leasing Performance and the Resident Experience with EliseAI

SRG Residential is a premiere provider of third-party property management services for the multifamily industry. Serving over 50 clients and managing over 40,000 units, SRG operates in Texas, Arizona, Nevada, Colorado, Washington, and California. SRG Residential prides itself on the local market expertise of their operation’s personnel enabling them to develop targeted operations and management strategies that increase revenue, reduce expenses, and enhance asset value. The company is large enough to have a full suite of services including accounting, human resources, technology, marketing, and capital improvements. That forward thinking attitude is what first led them to look into deploying AI at their communities.

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SRG Residential faced a variety of external pressures that necessitated innovative technological solutions. A tight macroeconomic climate, heightened resident expectations driven by the “on-demand” economy, and onsite inefficiencies caused by manual workflows caused Jeff Bailey, President - SRG Residential Management and the rest of SRG Residential leadership team to look for a solution that could solve these pain points.

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Fortunately, they found a way to manage heightened resident expectations by providing round-the-clock service without adding headcount or putting more work on the plates of their teams—enter EliseAI.

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After benchmarking multiple vendors, SRG’s VP of Strategic Initiatives Susan Whitney and SVP of IT Jason Gherardini chose EliseAI for its unified, human-sounding platform, rapid integration pace, and transparent reporting.

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Today, LeasingAI, ResidentAI, and VoiceAI now support prospects and residents 24/7, automating 80% of prospect messages and producing a 245% jump in lead capture rates. Smart, AI-powered follow-ups drive a 47% lead-to-tour rate via email, pushing overall lead-to-lease above 5%.

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With EliseAI de-escalating 1 in 5 “emergency” calls, SRG Residential has been able to cut overtime tech costs and free their technicians up to handle true emergencies. Finally, personalized, persistent reminders shaved 60 bps off delinquency rates and cut the time to 95% collected by two days.

A 1,300-unit, four-property pilot in Greater LA (layered atop 10,000 units already on LeasingAI) provided hard proof within 90 days: thousands of after-hours texts, emails, and calls handled automatically; messaging hours saved translated to more resident face-time; and weekly joint check-ins let SRG tweak AI responses in real time. 

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Early on-site skepticism flipped once managers saw dashboards showing hundreds of hours returned to the team and Google reviews climbing. Forty-five SRG Residential communities now run LeasingAI, and uptake of ResidentAI and VoiceAI is spreading portfolio-wide, backed by a change-management playbook that frames the AI as a “new team member” rather than as a replacement.

By embedding EliseAI across leasing, maintenance, and collections, SRG Residential converted staffing constraints into a competitive edge, capturing every lead, curbing emergency costs, and accelerating cash flow without adding headcount. With AI-Guided Tours, Call Scoring, and Lease Audits next on the roadmap, SRG Residential is positioned to keep raising the bar on operational excellence and resident satisfaction.