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Increase in Onsite Staff Retention Rates
Increase in Occupancy Rates
Decrease in Delinquency Rates
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.
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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.
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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.
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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.
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 has driven47.4% improvement in retention rates on office positions, excluding facilities, since the product rollout.
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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. The trust and collaboration between the GoldOller and EliseAI teams has been a key driver of their success, with AI continuing to pave the way as they ascend the NMHC Top 50 rankings every single year.
Read the original write-up of the GoldOller and EliseAI success story here.
Ariel Hanson is a take-charge property management leader with over a decade of multifamily experience and serves as the Director of Operations at GoldOller Real Estate Investments. Known for her exceptional leadership, Ariel has a verifiable track record of successfully integrating and implementing cutting-edge technology solutions to enhance operational processes, save costs, and drive sustainable growth. With relentless dedication to delivering quality outcomes and maximizing performance, she leverages technology-based property management systems and consistently improves portfolio performance. Ariel has built a strong reputation for fostering positive relationships with employees, investors, and vendors, and her strategic vision, combined with her hands-on approach, leads to measurable success. She brings vast experience in key technology-related project management deliverables, including scope, resource planning, risk assessment, and risk mitigation, and empowers staff to achieve individual goals aligned with the organizational vision—challenging the “we have always done it this way” mentality.
With over 20 years of experience in the property management industry, Lisa Moore, CAM, has developed unique expertise in training and developing high-quality team members. As a former member of the Board of Directors for both the Greater Nashville Apartment Association and the Chattanooga Apartment Association, Lisa has cemented her place as a leading multifamily professional, working to mentor and nurture the team at GoldOller Real Estate Investments in order to drive better outcomes and set their differentiated communities up for success.
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