Focus: BB Living
93% same-day tour completions and optimizing leasing efficiency
Case Study
Case Study Results
0
%
of tours scheduled and completed on the same day
0
%
of scheduled tours were successfully completed within one hour of being scheduled
0
%
of tours were completed outside business hours
0
%
of tours took place on Saturday or Sunday
“The majority of prospects want a self-guided tour, then to have face-to-face contact with the person managing the property. The app helps the leasing team tell a hot lead from a casual visitor.”
Kimberly Roberts, Portfolio Manager, Cardinal Group
Location
Scottsdale, AZ
Portfolio
3000+ units, 10 properties across 4 states
Tour24 is available at four sites, representing more than 1200 units in two states
Property Type
Multifamily residential
Tour24 Launch
February 2024
Metrics (February 2024 – July 2024)
Background
Cardinal Group is a vertically integrated real estate investment firm and management platform with a national footprint, providing clients with in-house management, construction, and marketing expertise. Deep entrepreneurial roots have helped Cardinal Group successfully deploy value-add strategies for all their clients, and their ownership portfolio has grown to include asset profiles including Core, Core+, and ground-up development.
Results
(February – July 2024)
- 93% of tours scheduled and completed on the same day
- 77% of scheduled tours were successfully completed within one hour of being scheduled
- 61% of tours were completed outside business hours
- 39% of tours took place on Saturday or Sunday
Challenge
As with many leasing offices, the teams at Cardinal Group locations invest a significant amount of time conducting property tours. However, a tour that results in an application or lease holds far greater value for the team than a mere visit out of curiosity. “We’d have people who wanted to see our properties but were not looking for a new home immediately,” says Brandon Isley, Portfolio Manager for Cardinal Group. “It’s important to meet every potential resident, but we needed a way to let people tour our locations whether looking for a new home or not, without our team spending time on casual visitors.”
Solution
Tour24 quickly showed value for BB Living and Cardinal Group. An astounding 93% of Cardinal Group tours were scheduled and completed on the same day, thanks in part to the care and consideration put into setting up Tour24 signage.
Isley’s fellow Portfolio Manager Kimberly Roberts first learned about Tour24 from COO Cara Athmann. Roberts immediately saw how Tour24 synergized with Cardinal Group’s best practices. “Tour24 seemed like a great tool for us. It syncs with our system and offers a lot of data. I’d never heard of any other company doing something similar, especially on this scale, so I was really excited about the product.”
The Cardinal Group team was excited to try Tour24, and quickly chose one client to act as a test case: BB Living. “We proposed our plan to leadership by illustrating how we’d add personal touches throughout the experience.”
Tour24 provided in-person assistance to ensure seamless and efficient installation. “Onboarding only took a month and was very smooth thanks to the on-site teams,” Isley says. “My boss at the time tested the tours to make sure the directions were clear and enticing.”
Results
Among the keys to success are the custom-made tour paths developed for each property. “Our team does a great job making it simple for a prospect to navigate the property, tour path, and amenities,” Roberts says.
People love the freedom of self-guided tours. “People would utilize the self-guided tour feature to come in after hours or on weekends, then come back to talk to the on-site team. The majority of prospects want a self-guided tour, then to have face-to-face contact with the person managing the property,” says Roberts. “Self-guided tours let people see the community, and if they’re a genuine prospect who plans to lease, they’re going to come back. The app helps the leasing team tell a hot lead from a casual visitor.”
Isley adds that “Self-guided touring allows us to give each potential resident a unique and enticing tour without having a leasing staffer physically present. Everyone has their best possible experience — visitors feel seen and have their needs met while the leasing staff knows who is a serious prospect without losing any time to spend on their other projects.”