Driving leads, leases, and unlocking long-term value
Case Study
Case Study Results
0
%
rise in scheduled tours
0
prospects considered self-guided tours
0
unique prospects generated through Tour24
0
self-guided tours scheduled
“Tour24 turned out to be massively necessary. It’s become part of our marketing plan, and when we’re doing our budgets, self-guided tours aren’t even on the table to eliminate. Instead, we’re wondering how to add more.”
Crystal Tolen, Regional Vice President
Headquarters Location
Tulsa, Oklahoma
Focus
Multifamily
Units
30,000 Apartments
Property Type
Multifamily residential
Background
Case & Associates has been redefining multifamily and commercial property management since 1983, with a unique vision rooted in family values and superior customer service. Founder Mike Case believed he could raise management standards by bringing a more personal touch to client relationships and company culture. Case & Associates proudly manages over 30,000 units across six states and continues to grow.
Results
One-Year Case Study Results with 27,221 live units
- 32% rise in scheduled tours
- 10,135 prospects considered self-guided tours
- 6,905 unique prospects generated through Tour24
- 5,733 self-guided tours scheduled
- 4,285 self-guided tours completed (75% of all tours)
- 61% of self-guided tours took place outside business hours and weekends
- 86% of self-guided tours took place the same day as scheduled
- 71% of self-guided tours took place within one hour of being scheduled
- 735 applications in one year
Challenge
With a mission to bring a family-oriented approach to multifamily real estate, the team at Case & Associates recognized that today’s renters – regardless of income – expect convenience when searching for a home. In an era where nearly everything can be explored or purchased from a smartphone, touring an apartment should be just as accessible. Traditional leasing processes, bound by business hours and staff availability were no longer meeting the expectations of digitally savvy prospects.
“It doesn’t matter if you make six figures or $15 an hour, you need a place to live,” says Regional Vice President Crystal Tolen. “We wanted to give everyone the flexibility to come and look at our units and not insist everyone be there by 5pm because we close or stop giving tours at 5:15pm. That’s not fair to people who can’t get away during business hours. We needed a way to cater to everybody.”
Ultimately, shifting consumer demand made it clear that in-person tours were no longer the only option because today’s prospects expect a self-guided, mobile-friendly experience that puts them in control. According to Tolen, “We quickly realized there’d been a shift in expectations over the past six years. Our renters want flexibility. They want to do their own research and tour a property without the pressure of somebody following them around.”
Solution
The clear answer for Tolen and her team was to embrace self-guided tours, giving prospects the freedom to explore apartments on their own schedules while modernizing the leasing process for on-site teams. Tour24 provides the ideal platform for giving prospects a modern way to use their phones to find communities, schedule tours, gain access to common areas, visit model units, and submit lease applications from a single app.
The Tour24 self-service experience aligned perfectly with what today’s digital-first renters expect: control, convenience, and flexibility without the need for constant staff interaction. At the same time, it gave the team at Case & Associates the ability to rethink how their leasing teams focus their time so they can create the best possible experiences for prospects and existing residents.
Staffing Model
For the Case & Associates team, the benefits of working with Tour24 extended beyond the prospect experience. Self-guided tours enabled a more agile and efficient staffing model, reducing the pressure to constantly hire for open roles and empowering high-performing team members to oversee multiple communities in a centralized approach.
“Rather than backfill open positions, we wanted to have multi-site managers, putting one leasing specialist in charge of two or three communities. The onsite team would do less groundwork as Tour24 takes over the day-to-day property tours,” says Tolen.
Integrated Technology
Choosing the right self-guided tour solution meant more than just convenience – it had to work seamlessly within Case & Associates’ existing tech stack, which includes Yardi Voyager, RentCafe, and Zuma. “With a strong focus on seamless integration across property management systems, Tour24 proved to be a game-changer.” For Tolen, streamlined functionality and reliability were key.
“With technology, you should only have to check on it occasionally to make sure it’s operating correctly. With any new tech – you have to stay dialed-in to identify potential disruptions. “Keeping things running efficiently matters, and Tour24 makes it simple.”
Seamless Deployment
“The implementation process was just as crucial as the technology itself, and Tour24 delivered on both fronts. From setup to ongoing support, the Tour24 team proved to be a true ally in the process.”
“Tour24 has been so responsive. If we had any issues throughout the set-up process, somebody on the Tour24 team was right on it. We’re honest and direct, but when we bring up an issue, the immediate response is ‘how can we fix this’. How can we make it better?’ I’ve always felt like our partnership is valued anytime we’ve had any concern.”
Results
Since implementing Tour24, Case & Associates has seen a 32.8% rise in scheduled visits. Within one year, the number of self-guided tours rose 603%, and Tour24 has brought in an additional 6,905 unique prospects. Out of 5,733 self-guided tours scheduled, 4,285 (75%) were completed.
One of the biggest game changers came when Case & Associates added the Tour24 self-guided tour option to its website, instantly boosting online traffic and increasing tour bookings. “The number of people clicking on self-guided tours was monumental,” says Tolen, referring to the 10,000+ people who have explored the self-guided tour option on the Case & Associates website. “I started digging into the Tour24 analytics, and I was blown away, so I took it to our VP of Operations, Lacy Brown.”
More than 61% of all self-guided tours took place outside of regular business hours, with more than 60% of those on weekends. “Prospects had the flexibility to come in after work. A lot of people can’t get in on their lunch breaks or before our offices close at the end of the day. Tour24 erases the stigma of asking a leasing agent to come in late, so it’s an amazing flexibility tool.”
Ultimately, Tour24 moved the needle for Case & Associates, providing significant ROI. According to Tolen, “We have conversations about where we’re spending our money, especially in terms of convincing our owners into making an initial investment. Tour24 turned out to be massively necessary. It’s become part of our marketing plan, and when we’re doing our budgets, self-guided tours aren’t even on the table to eliminate. Instead, we’re wondering how to add more.”