Landmark Properties Improves Operational Efficiency and the Customer Experience with EliseAI

Landmark Properties is a forward-thinking integrated real estate firm that constantly looks for new technological solutions to better serve the needs of residents across both their student and conventional communities. This pursuit of differentiated service is reflected both in their historically high occupancy rates, as well as their track record of successfully launching new developments throughout the company’s 20 year history. With $15 billion of assets under management, including over 115 student and multifamily communities across the country with more than 72,000 student beds under management, the Landmark Properties team has shown it is capable of delivering these differentiated experiences at scale.

Vannessa Pacfico Young, SVP of Management Services - Leasing and Marketing at Landmark Properties, recognized that staffing shortages at certain communities resulted in inconsistent experiences for both residents and prospects. This was amplified by the fact that onsite staff was spending a large amount of time on tedious leasing follow-ups and delinquency conversations. Vanessa and her team needed a new, innovative way to deliver consistent, round-the-clock service without ballooning payroll or burning out employees. And so, they turned to EliseAI.

Landmark evaluated multiple AI vendors but prioritized finding a company that would become a true collaborator, not just a software supplier. EliseAI’s willingness to map workflows property-by-property, its proven ability to integrate with existing tech stacks, and its roadmap shaped by operator feedback convinced Vanessa and the rest of Landmark's leadership they’d found a long-term partner. The rollout began with Delinquency and LeasingAI pilots, which were expanded after data proved the business case. Today, EliseAI now touches every stage of the prospect-through-resident journey at Landmark Properties.

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LeasingAI, ResidentAI, VoiceAI, and Maintenance now field every inquiry 24/7, driving 8,338 new leases in 2024, 3,182 of them from after-hours leads, and sustaining a 15% lead-to-lease rate. ResidentAI’s targeted nudges trimmed delinquency by 60 bps while sending 1.1 million messages that freed roughly 75,000 staff hours. VoiceAI resolved 100,000 inbound calls, returning another 9,000 hours to site teams without sacrificing the “human” feel residents expect. And finally, MaintenanceAI produced 9,760 well-categorized work orders, smoothing technician scheduling and shortening resolution times.

A phased rollout across 90 communities that combined weekly joint check-ins, onsite coaching, and feedback loops allowed Landmark Properties to feel the effect of AI in real time. The success has paved the way for the launch of ResidentAI’s Renewals product in early 2025, and Landmark Properties' teams now view the platform as a collaborative “digital colleague” rather than a replacement.

By weaving EliseAI into every step of the resident lifecycle, Landmark Properties turned staffing volatility into a strategic asset, capturing more leases, reducing bad debt, and reclaiming tens of thousands of staff hours for high-touch resident care. The partnership’s emphasis on co-innovation positions both companies to keep redefining property-management excellence in 2025 and beyond.

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Click here to read the original deep-dive into Landmark Properties' AI success story.