Cortland: Process, Growth, and Expansion
Cortland Management, national property management titan and owner/manager, has been a valued Reputation.com partner since 2018. Cortland began using Actions, Reputation.com’s ticket management solution, in mid-2018 to manage all resident communication for nearly 200 properties nationwide, supplementing their existing communication channels.
Actions has facilitated processes for team members and property managers to take action on all incoming feedback. For instance, Cortland can respond to online reviews by residents, to resident surveys, and to customer service requests all from a single view. Cortland’s Online Reputation Manager, Braxton Bodenhamer explains, “Our residents are really wanting a quick response time whenever they reach out to us.”
Actions enforces a 24 hour service level agreement around response times. This keeps staff accountable to providing timely responses when communicating with residents.
In addition to the Actions solution, Reputation.com offers innovative AI and machine learning-backed reporting engines for reviews, surveys, operational insights, industry benchmarks and more. Braxton goes on to say, “Reputation[.com] has also allowed us to merge our customer service data…and we’ve been able to analyze all that information for any operational patterns that can help us drive a better customer experience for our residents.”
Braxton closes by saying, “Currently, we are ranked number 4 among NMHC’s top 50 owners for ORA and really this would not have been possible without the reporting, ticketing system [Actions], and solicitation tools that Reputation.com has provided us.”
Eyeing international expansion, Cortland will be able to provide efficient resident service recovery in a growing list of countries. Learn how you can take control of your online reputation with Actions from Reputation.com. You can learn more about our innovative ticketing solution here.