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Increase in On Time Rent Payments with EliseAI
Faster to 90% Collected on Average
Increase in Overall Collection Rates
The rent collection process remains one of the most outdated and inconsistent aspects of multifamily operations. Onsite teams are struggling to effectively collect rent, both as a result of their discomfort with delinquency conversations and the lack of purpose-built tools that help ensure effective and consistent follow-up. Missed rent means missed revenue, and in today’s margin-compressed environment, owners must demand more from fee managers who can’t keep up with modern rent collection practices.
Fortunately, new AI-powered tools like EliseAI’s Delinquency product automate follow-up with optimized outreach timing and messaging, helping operators recover rent with less manual work. The proof is in the data—leading operators deploying the Delinquency product show measurable gains in rent recovery, reduced team burnout, and increased operational efficiency.
Now is the time for multifamily owners to proactively ask their management companies about their current approach to collections and push for automated, scalable solutions that maximize NOI, because data shows that any other approach is leaving money on the table.
Rent collection is one of the most sensitive and critical parts of apartment management operations. In many ways, it’s the most critical part—if you’re not collecting rent, you’re not generating income. Yet, many multifamily owners still rely on outdated systems plus staff-heavy processes to recover what’s owed.
Today, three primary issues plague contemporary manual collections processes: inconsistency, discomfort, and escalating costs.
With onsite turnover rates at an all time high, not every property team has the bandwidth or tools to chase down late payments with consistency and persistence that the effort deserves. That means more messages slipping between the cracks, smaller sums adding up to large amounts, and long term NOI impact.
Onsite associates often feel unequipped to navigate tough financial conversations with residents, both due to the sensitivity of the subject matter and the difficulty they can have separating their relationship with the resident from the financial matters at hand. Whether it’s training shortcomings or just plain awkwardness, we see the staff discomfort regularly impact collection rates.
Following up manually with dozens or hundreds of delinquent residents drains resources that could be redirected elsewhere. When coupled with staff discomfort and contrasted against inconsistent follow-up, it’s easy to see how financially inefficient most collections processes turn out to be.
There’s a light at the end of the tunnel for owners struggling with low collection rates—AI-powered delinquency tools. As these AI-powered tools continue to grow more sophisticated over time, owners need to ask whether their properties are keeping up with modern delinquency management processes or whether they risk falling behind and leaving money on the table.
EliseAI’s Delinquency product is designed to decrease delinquency rates through automation. The Delinquency product autonomously follows up with delinquent residents early, often, and empathetically with precision that’s difficult for even the best human team to match, driving substantially improved collections performance.
Here’s how it works:
Residents are engaged based on payment history and response behavior. Delinquency incorporates past payment patterns into its cadence for delinquency follow-ups, customizing tone and cadence based on these past behaviors.
Unlike other delinquency management solutions that send follow-ups exclusively via email, the omnichannel nature of EliseAI’s Delinquency product ensures delinquent residents actually receive your communications. By default the Delinquency product sends follow-ups via text, email, and voice when it’s most likely to prompt action based upon past payment behavior.
While often uncomfortable, most delinquency conversations are relatively straightforward—the resident has missed a payment and needs to rectify the situation by paying what they owe. The straightforward nature of the majority of delinquency conversations means EliseAI’s Delinquency product can handle the majority of outreach, and only needs to flag edge cases for team intervention sparingly.
EliseAI’s Delinquency product is built to adhere to state-by-state compliance standards. EliseAI’s automated messages abide by best practices and evolving compliance regulations, ensuring you are communicating with your residents in a fair, empathetic, and consistent manner.
EliseAI’s Delinquency product leverages your existing SOPs to ensure consistent, transparent, and fair communications with your residents.
Automating delinquency communications with EliseAI’s Delinquency product results in a variety of key operational improvements: faster recovery of missed rent, fewer staff hours spent chasing balances, and improved resident satisfaction due to respectful, personalized communication.
EliseAI case studies show consistent bad debt reduction and delinquency improvements for operators both large and small leveraging the EliseAI Delinquency product. Through a combination of increased automation, process refinement, and technology deployment, these fee management companies and owner/operators alike are demonstrating that old ways of rent collection fail to keep pace with modern approaches.
For GoldOller Real Estate Investments, creating the best possible employee experience has been a key focus point in their attempts to keep onsite turnover rates low to confront high multifamily burnout rates. Staffing consistency can make a significant difference in asset-level NOI, as tenured onsite team members can keep things running smoothly without the need for elevated training costs and hiring expenses.
GoldOller, recognizing that rent collection and delinquency management is one of the most stressful parts of a property management professional’s role, opted to have EliseAI’s Delinquency products manage standard delinquent rent outreach while enabling their team to prioritize residents most in need of personal outreach and support. This, in turn, has allowed them to improve payment performance while still preserving strong resident relationships and keeping employee burnout low. Overall, Delinquency has driven a 150bps reduction in delinquency at GoldOller, while switching to the EliseAI platform helped reduce onsite turnover rates by 47.4%.
For Michigan-based owner/operator Flatz Living, operating lean without sacrificing service quality has been a key operational focus area for their team. By leveraging centralized collections support paired with EliseAI’s Delinquency product, they significantly reduced manual collections work and were able to staff their properties more efficiently. Overall, Flatz Living drove a 230bps reduction in portfolio-wide bad debt rates in H2 2024, resulting in ~$260,000 in annualized bad debt reduction—a significant sum for an owner/operator with just over 1,000 units.
Summit Property Management, the management arm of Sentinel Peak Capital Partners, leveraged automation to drive rent collection without needing more headcount. By opting to use EliseAI’s Delinquency product to support their centralized team, they increased collection rates across their portfolio to the tune of $3M in AI-powered collections across a 6 month period.
The Summit Property Management team saw an immediate impact in responsiveness to delinquency messages based on smart engagement criteria, solidifying their decision to put AI at the forefront of their collections workflows moving forward.
The Busboom Group, a Dallas-Fort Worth MetroPlex based owner/operator, saw significant operational improvements when implementing centralized delinquency management alongside the EliseAI Delinquency product. Switching to a specialized model with dedicated offsite staff helped Busboom create greater than $75 per unit annualized payroll savings, while also reducing time spent on rent collection by over 85%.
Their combination of AI-powered automation coupled with an innovative operating model has created significant cost savings across the portfolio, while boosting their rent collections and decreasing delinquency.
Advanced technology is only serving to further the gap between the best fee managers and the rest. Operators deploying advanced technology and streamlined processes to collect more rent faster are driving better financial returns for ownership groups while also delivering better resident experiences. If your current fee manager is still relying on spreadsheets, phone calls, and reactive emails to collect rent, it’s time to push for more.
Ask your management company these four questions about their current delinquency management processes:
If your fee manager isn’t using any tools to automate the rent reminder process, there’s a good chance delinquency conversations aren’t being handled in a timely manner and that late payers aren’t being followed up with as fast as they should.
Ask your fee manager if they have any automations in place to help with the rent collection process. While an AI-powered delinquency management tool like EliseAI’s Delinquency product drives improved results through personalization and omnichannel reachouts, other property management solutions often have built-in rent reminder messages that may already be going out. In that case, it is worth comparing the effectiveness and quality of those templated reachouts to a purpose-built tool like the EliseAI Delinquency product which uses conversational AI and smart engagement criteria to improve collections efficiency.
Ensure you’re not only measuring your recovery rates from the last quarter or financial year, but incorporating performance over time when evaluating how well your fee managers are managing delinquency at your assets. If there’s no year-over-year improvement, it’s important to dig in and see if either your numbers are already best-in-class or if your management company needs to improve their processes.
Ask for time spent on collections to measure how effectively your fee managers are allocating staffing resources. As we saw in the excerpts from the Busboom Group case study above, there’s potential to significantly decrease time spent on delinquency management with automation and specialized processes. If team members are spending 20 hours or more per week on delinquency management, it’s clear new tools are needed.
The pressures shaping modern asset performance aren’t going away—but manual time and labor-intensive delinquency workflows are. As technology continues to reshape consumer expectations and workforce dynamics, the multifamily industry must continue to evolve and change with the times, like GoldOller, Flatz, Summit, and Busboom.
Property management companies that still rely on phone calls and sticky notes to manage delinquencies are falling behind and will continue to fall behind, leaving the owners of their assets in a precarious position. Owners and asset managers need to understand this trend: AI is no longer a “nice to have,” but is in fact a competitive advantage. And owners who push for its adoption are leading the way in preserving revenue, reducing burnout, and future-proofing their portfolios.
So ask your management company: How are you using AI to recover rent and support your teams? Now’s the time to expect more - and collect more. Get in touch with us today to learn about improving financial performance at your assets with EliseAI.
Rent collection is one of the most sensitive and critical parts of apartment management operations. In many ways, it’s the most critical part—if you’re not collecting rent, you’re not generating income. Yet, many multifamily owners still rely on outdated systems plus staff-heavy processes to recover what’s owed.
Today, three primary issues plague contemporary manual collections processes: inconsistency, discomfort, and escalating costs.
With onsite turnover rates at an all time high, not every property team has the bandwidth or tools to chase down late payments with consistency and persistence that the effort deserves. That means more messages slipping between the cracks, smaller sums adding up to large amounts, and long term NOI impact.
Onsite associates often feel unequipped to navigate tough financial conversations with residents, both due to the sensitivity of the subject matter and the difficulty they can have separating their relationship with the resident from the financial matters at hand. Whether it’s training shortcomings or just plain awkwardness, we see the staff discomfort regularly impact collection rates.
Following up manually with dozens or hundreds of delinquent residents drains resources that could be redirected elsewhere. When coupled with staff discomfort and contrasted against inconsistent follow-up, it’s easy to see how financially inefficient most collections processes turn out to be.
There’s a light at the end of the tunnel for owners struggling with low collection rates—AI-powered delinquency tools. As these AI-powered tools continue to grow more sophisticated over time, owners need to ask whether their properties are keeping up with modern delinquency management processes or whether they risk falling behind and leaving money on the table.
EliseAI’s Delinquency product is designed to decrease delinquency rates through automation. The Delinquency product autonomously follows up with delinquent residents early, often, and empathetically with precision that’s difficult for even the best human team to match, driving substantially improved collections performance.
Here’s how it works:
Residents are engaged based on payment history and response behavior. Delinquency incorporates past payment patterns into its cadence for delinquency follow-ups, customizing tone and cadence based on these past behaviors.
Unlike other delinquency management solutions that send follow-ups exclusively via email, the omnichannel nature of EliseAI’s Delinquency product ensures delinquent residents actually receive your communications. By default the Delinquency product sends follow-ups via text, email, and voice when it’s most likely to prompt action based upon past payment behavior.
While often uncomfortable, most delinquency conversations are relatively straightforward—the resident has missed a payment and needs to rectify the situation by paying what they owe. The straightforward nature of the majority of delinquency conversations means EliseAI’s Delinquency product can handle the majority of outreach, and only needs to flag edge cases for team intervention sparingly.
EliseAI’s Delinquency product is built to adhere to state-by-state compliance standards. EliseAI’s automated messages abide by best practices and evolving compliance regulations, ensuring you are communicating with your residents in a fair, empathetic, and consistent manner.
EliseAI’s Delinquency product leverages your existing SOPs to ensure consistent, transparent, and fair communications with your residents.
Automating delinquency communications with EliseAI’s Delinquency product results in a variety of key operational improvements: faster recovery of missed rent, fewer staff hours spent chasing balances, and improved resident satisfaction due to respectful, personalized communication.
EliseAI case studies show consistent bad debt reduction and delinquency improvements for operators both large and small leveraging the EliseAI Delinquency product. Through a combination of increased automation, process refinement, and technology deployment, these fee management companies and owner/operators alike are demonstrating that old ways of rent collection fail to keep pace with modern approaches.
For GoldOller Real Estate Investments, creating the best possible employee experience has been a key focus point in their attempts to keep onsite turnover rates low to confront high multifamily burnout rates. Staffing consistency can make a significant difference in asset-level NOI, as tenured onsite team members can keep things running smoothly without the need for elevated training costs and hiring expenses.
GoldOller, recognizing that rent collection and delinquency management is one of the most stressful parts of a property management professional’s role, opted to have EliseAI’s Delinquency products manage standard delinquent rent outreach while enabling their team to prioritize residents most in need of personal outreach and support. This, in turn, has allowed them to improve payment performance while still preserving strong resident relationships and keeping employee burnout low. Overall, Delinquency has driven a 150bps reduction in delinquency at GoldOller, while switching to the EliseAI platform helped reduce onsite turnover rates by 47.4%.
For Michigan-based owner/operator Flatz Living, operating lean without sacrificing service quality has been a key operational focus area for their team. By leveraging centralized collections support paired with EliseAI’s Delinquency product, they significantly reduced manual collections work and were able to staff their properties more efficiently. Overall, Flatz Living drove a 230bps reduction in portfolio-wide bad debt rates in H2 2024, resulting in ~$260,000 in annualized bad debt reduction—a significant sum for an owner/operator with just over 1,000 units.
Summit Property Management, the management arm of Sentinel Peak Capital Partners, leveraged automation to drive rent collection without needing more headcount. By opting to use EliseAI’s Delinquency product to support their centralized team, they increased collection rates across their portfolio to the tune of $3M in AI-powered collections across a 6 month period.
The Summit Property Management team saw an immediate impact in responsiveness to delinquency messages based on smart engagement criteria, solidifying their decision to put AI at the forefront of their collections workflows moving forward.
The Busboom Group, a Dallas-Fort Worth MetroPlex based owner/operator, saw significant operational improvements when implementing centralized delinquency management alongside the EliseAI Delinquency product. Switching to a specialized model with dedicated offsite staff helped Busboom create greater than $75 per unit annualized payroll savings, while also reducing time spent on rent collection by over 85%.
Their combination of AI-powered automation coupled with an innovative operating model has created significant cost savings across the portfolio, while boosting their rent collections and decreasing delinquency.
Advanced technology is only serving to further the gap between the best fee managers and the rest. Operators deploying advanced technology and streamlined processes to collect more rent faster are driving better financial returns for ownership groups while also delivering better resident experiences. If your current fee manager is still relying on spreadsheets, phone calls, and reactive emails to collect rent, it’s time to push for more.
Ask your management company these four questions about their current delinquency management processes:
If your fee manager isn’t using any tools to automate the rent reminder process, there’s a good chance delinquency conversations aren’t being handled in a timely manner and that late payers aren’t being followed up with as fast as they should.
Ask your fee manager if they have any automations in place to help with the rent collection process. While an AI-powered delinquency management tool like EliseAI’s Delinquency product drives improved results through personalization and omnichannel reachouts, other property management solutions often have built-in rent reminder messages that may already be going out. In that case, it is worth comparing the effectiveness and quality of those templated reachouts to a purpose-built tool like the EliseAI Delinquency product which uses conversational AI and smart engagement criteria to improve collections efficiency.
Ensure you’re not only measuring your recovery rates from the last quarter or financial year, but incorporating performance over time when evaluating how well your fee managers are managing delinquency at your assets. If there’s no year-over-year improvement, it’s important to dig in and see if either your numbers are already best-in-class or if your management company needs to improve their processes.
Ask for time spent on collections to measure how effectively your fee managers are allocating staffing resources. As we saw in the excerpts from the Busboom Group case study above, there’s potential to significantly decrease time spent on delinquency management with automation and specialized processes. If team members are spending 20 hours or more per week on delinquency management, it’s clear new tools are needed.
The pressures shaping modern asset performance aren’t going away—but manual time and labor-intensive delinquency workflows are. As technology continues to reshape consumer expectations and workforce dynamics, the multifamily industry must continue to evolve and change with the times, like GoldOller, Flatz, Summit, and Busboom.
Property management companies that still rely on phone calls and sticky notes to manage delinquencies are falling behind and will continue to fall behind, leaving the owners of their assets in a precarious position. Owners and asset managers need to understand this trend: AI is no longer a “nice to have,” but is in fact a competitive advantage. And owners who push for its adoption are leading the way in preserving revenue, reducing burnout, and future-proofing their portfolios.
So ask your management company: How are you using AI to recover rent and support your teams? Now’s the time to expect more - and collect more. Get in touch with us today to learn about improving financial performance at your assets with EliseAI.
