AppFolio > Case Studies > HOA Assist: Leveraging AppFolio for Enhanced Customer Experience and Business Growth

HOA Assist: Leveraging AppFolio for Enhanced Customer Experience and Business Growth

Technology Category

Sensors - Level Sensors

Applicable Industries

Buildings
Education

Use Cases

Inventory Management
Time Sensitive Networking

Services

Training

About The Customer

HOA Assist is a financial services company that primarily serves self-managed community associations. Unlike traditional management companies, HOA Assist focuses on providing financial services and education to these associations, empowering them to manage their communities effectively. The company was founded by Daniel Stedman and Mitch Gassen, who recognized a gap in the market and a need for better support and education for self-managed HOAs. They manage over 4,000 units across more than 85 associations. Their mission is to eliminate confusion and provide clarity for people living in HOAs, many of whom are frustrated due to a lack of understanding of how HOAs work.

The Challenge

HOA Assist, a financial services company for Homeowners Associations (HOAs), was founded by Daniel Stedman and Mitch Gassen to fill a gap in the market for self-managed community associations. They aimed to provide financial services and education to these associations, empowering them and fostering a sense of connection. However, they faced significant challenges with their existing software. It was difficult to use, lacked adequate support, and was inefficient, making it harder for them to meet their customers' needs and achieve their business goals. The software was not cloud-based, limiting its accessibility and functionality. The customer portal was also problematic, with feedback from clients indicating that it was hard to use. When they reached out for support, they often wouldn't hear back for weeks, leading to frustration and a pressing need for change.

The Solution

In search of a more efficient and user-friendly solution, HOA Assist switched to AppFolio Property Manager. This software was chosen for its simplicity, ease of use, and continuous innovation. AppFolio offered a customer portal that clients could be proud of and resources and training materials that the staff needed. The software was cloud-based, allowing for greater flexibility and accessibility. The onboarding process with AppFolio was smooth, with clear expectations and a high level of professionalism. AppFolio also automated many of HOA Assist's processes, such as creating and sending out mailings to homeowners and board members. This automation boosted efficiency, saved time, and strengthened communications. With AppFolio, HOA Assist found a technology partner that listened to their feedback and prioritized their business needs.

Operational Impact

The switch to AppFolio has had a profound impact on HOA Assist's operations. The company now feels supported, with a responsive and helpful partner in AppFolio. The availability of training tools has made a big impact on both the internal staff and clients. The smooth onboarding process and the professionalism displayed by AppFolio set a high bar that HOA Assist continues to learn from. The automation of processes has simplified operations, saving time and improving communication. The company now feels confident in its ability to serve its current and future customers, thanks to the reliability and ease of use of the software. The level of service they can provide is reflected in their relationship with AppFolio, where they feel valued and listened to as a customer.

Quantitative Benefit

HOA Assist manages over 4,000 units across more than 85 associations.
The company was able to automate the process of creating and sending out mailings, saving significant time and boosting efficiency.
The cloud-based nature of AppFolio allowed for greater flexibility and accessibility.