Customer Story
How RCP Community Management grew their business while strengthening their communities with AppFolio
RCP Community Management
Established: 2002\ Location: Gilbert, Arizona\ Portfolio: Community Associations\ Previous Solution: CaliberRCP Community Management is a family-owned business that manages community associations in Arizona. Born out of the frustration of working with other management companies, RCP’s goal is to make the world a better place to live, one neighborhood at a time. In conversation with Kevin and Rob Bishop, President and Vice President, we uncover how they have been able to provide a better experience for their customers and nearly double their business with the help of AppFolio Property Manager.
Units managed
10,000+
Increase in units managed
40%
Associations managed
28+
Increase in online payments
60%
Time spent training new hires
50% less
“AppFolio allows our employees to basically
have the office in their pocket.”
Rob Bishop
Vice President, RCP Community Management
The search for the right software
Prior to using AppFolio, RCP used various solutions — even a software that Kevin developed himself — but while each system offered different capabilities, none allowed them to run their entire portfolio on one platform. As Kevin explains:
“We started out on my software and QuickBooks, and then when we grew too big for those, we adopted Caliber. During the transition from my software to Caliber every single administrative employee that worked for us resigned. It was just so complicated, and we couldn’t communicate with homeowners efficiently. So we surveyed the market again and came across AppFolio. It had everything we needed in one place and was extremely easy to use.”
“We started out on my software and QuickBooks, and then when we grew too big for those, we adopted Caliber. During the transition from my software to Caliber every single administrative employee that worked for us resigned. It was just so complicated, and we couldn’t communicate with homeowners efficiently. So we surveyed the market again and came across AppFolio. It had everything we needed in one place and was extremely easy to use.”
One solution. A multitude of benefits.
AppFolio's app empowered RCP's homeowners to complete tasks on their own. This enabled the team to work more efficiently and to spend less time answering phone calls and more time providing great service. Here Rob goes in more detail:
“Within a week after moving to AppFolio we had over 150 architectural requests because homeowners could do it with a touch of their finger. We also had 200 maintenance requests come in. Having everything online made it easier for us to review and approve or resolve requests quickly, which made our homeowners happier.”
In addition to streamlining architectural and maintenance requests, AppFolio’s online payments and communication features have helped them reduce their delinquency rate. As Rob explains:
“Before AppFolio we were at 4% delinquency, now we’re under 1%. A lot of that has to do with online payments and the ability for us to send reminders via text message. When you call someone, they don’t always answer or get the voicemail, but when you send someone a text saying, ‘Hey I tried to call you about your past due balance.’ Boom, they respond.”
“Within a week after moving to AppFolio we had over 150 architectural requests because homeowners could do it with a touch of their finger. We also had 200 maintenance requests come in. Having everything online made it easier for us to review and approve or resolve requests quickly, which made our homeowners happier.”
In addition to streamlining architectural and maintenance requests, AppFolio’s online payments and communication features have helped them reduce their delinquency rate. As Rob explains:
“Before AppFolio we were at 4% delinquency, now we’re under 1%. A lot of that has to do with online payments and the ability for us to send reminders via text message. When you call someone, they don’t always answer or get the voicemail, but when you send someone a text saying, ‘Hey I tried to call you about your past due balance.’ Boom, they respond.”
Partnering in success
More than just a software provider, AppFolio partners with its customers for the long term. Whether that’s providing ongoing assistance or continual feature enhancements, we work tirelessly to ensure our customers get the most out of their technology investment. Here’s Kevin’s experience in his own words:
“AppFolio’s support team does everything they can to support us. We try to 100% have our employees’ backs and to make them successful — and our relationship with AppFolio allows us to do that on another level.”
Beyond customer support, AppFolio also helps RCP stay at the forefront of the association management industry with regular updates and enhancements to the software. As Rob shares:
“AppFolio makes updates and enhancements to their software almost weekly. I think this is a major differentiator — our previous solution was always the same. AppFolio also invites us to beta programs to try new things out and wants our feedback.”
“AppFolio’s support team does everything they can to support us. We try to 100% have our employees’ backs and to make them successful — and our relationship with AppFolio allows us to do that on another level.”
Beyond customer support, AppFolio also helps RCP stay at the forefront of the association management industry with regular updates and enhancements to the software. As Rob shares:
“AppFolio makes updates and enhancements to their software almost weekly. I think this is a major differentiator — our previous solution was always the same. AppFolio also invites us to beta programs to try new things out and wants our feedback.”
Winning new business with technology
RCP has experienced exponential growth since switching to AppFolio — nearly doubling the number of associations they manage. When marketing their business to new associations, they believe AppFolio has made them stand out from the competition. This is evidenced by Kevin:
“AppFolio has had a big impact on our sales growth. When we initially switched, we only managed 16 communities. In just a year, we’ve expanded to 28. We have figured out how to market the software and leverage it to win new business. When we meet with potential customers, we always show them the online portal and how easy it is to use. We win every time.”
“AppFolio has had a big impact on our sales growth. When we initially switched, we only managed 16 communities. In just a year, we’ve expanded to 28. We have figured out how to market the software and leverage it to win new business. When we meet with potential customers, we always show them the online portal and how easy it is to use. We win every time.”
Training built for growing businesses
Along with support and growth, AppFolio has also aided RCP when it comes to onboarding new hires. As they have brought on new team members to support their rapid growth, training hasn’t slowed them down. Here Kevin goes into more detail:
“The training in AppFolio is really good. When we hire new managers we immediately have them watch all of the videos in AppFolio on day one. They are able to easily understand the system and get up and running quickly, which is super valuable. We’ve been able to hire a bunch of new managers as we grow with relative ease.”
“The training in AppFolio is really good. When we hire new managers we immediately have them watch all of the videos in AppFolio on day one. They are able to easily understand the system and get up and running quickly, which is super valuable. We’ve been able to hire a bunch of new managers as we grow with relative ease.”
Catering to customers with self-service
When it comes to serving their communities, RCP has always had a customer-first approach to management. In switching to AppFolio they have been able to give their homeowners and board members the kinds of modern experiences they want and expect. As Rob shares:
“All of our customers are so shocked they can pull up the AppFolio app on their phone and have their HOA at their fingertips. It makes their lives easier. Our homeowners and board members love it!”
“All of our customers are so shocked they can pull up the AppFolio app on their phone and have their HOA at their fingertips. It makes their lives easier. Our homeowners and board members love it!”
Finding freedom in flexibility
Being able to access information and complete business-critical workflows from anywhere has allowed RCP to provide a better work/life balance and retain their top performers. As Rob mentions:
“Our industry is stressful, so a few years ago we adopted a four day work week. Our team also works from home one day each week. AppFolio allows our employees to basically have the office in their pocket. They can go into the system and do their job just as well as they can in the office. As a result, we’ve been able to overcome The Great Resignation we’re seeing today.”
“Our industry is stressful, so a few years ago we adopted a four day work week. Our team also works from home one day each week. AppFolio allows our employees to basically have the office in their pocket. They can go into the system and do their job just as well as they can in the office. As a result, we’ve been able to overcome The Great Resignation we’re seeing today.”
Space for more meaningful relationships
At the heart of RCP’s philosophy is to treat others as you would like to be treated. More than just a management business, they strive to build communities where each resident feels they are a part of something bigger. With AppFolio they are able to communicate and interact with their communities on a deeper level, which helps to foster meaningful relationships.
“We put our homeowners and board members first. AppFolio helps us to communicate and keep everyone engaged, which in turn strengthens our communities.”
Kevin Bishop
President, RCP Community Management
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