Streamlining Accounting and Communication in Community Association Management: A Case Study of North Hillsborough Properties

North Hillsborough Properties, Inc. (NHP) is a professional community management company that was established in 2008. The family-owned company serves Florida's Hillsborough, Pasco, and Pinellas counties, providing first-class customer service to large and small associations in mid-rise to high-rise condominiums. NHP manages 1,445 doors across seven community associations. The company was initially a franchise of a larger company but decided to go independent two years ago. Since then, NHP has been striving to grow and thrive in the competitive property management industry.

North Hillsborough Properties, Inc. (NHP), a professional community management company established in 2008, was facing significant challenges with their accounting and communication systems. After breaking away from a franchise and going independent, NHP signed up with a different software company to manage their operations. However, this decision led to a major mess in their accounting system, with none of their financial statements being balanced. The situation worsened over time, causing a lot of distress for the company. In addition to this, NHP was also struggling with communication. They were receiving service requests through various channels such as emails, calls, texts, and social media, making it difficult to track and manage these requests. The company was in dire need of a solution that could streamline their accounting and communication processes.

NHP found their solution in AppFolio Property Manager, a software designed to streamline property management operations. The implementation process was organized and clear, with tasks outlined for each team member. AppFolio's team took the data and implemented it into NHP's database, allowing them to sign off on everything before going live. This ensured that any issues could be resolved collaboratively. AppFolio helped NHP identify and fix their financial issues, bringing their business back on track. The software also reduced the number of phone calls NHP received by providing homeowners with a resident portal where they could check their payment status. Service requests were also managed through the portal, providing solid documentation and risk mitigation. For communication with the board, residents were required to use AppFolio's portal to submit service requests, which were then automatically tracked and visible to board members. This eliminated the need for NHP to act as the middleman and saved them a lot of time. Financial data was also shared through the portal, providing accurate and timely information to board members.

• The implementation of AppFolio Property Manager has brought about significant operational improvements for North Hillsborough Properties. The software has not only streamlined their accounting and communication processes but also saved them a lot of time and effort. The resident portal has made it easier for homeowners to check their payment status and submit service requests, improving customer satisfaction. The portal has also made it easier for NHP to manage these requests and communicate with board members. The company no longer has to act as the middleman, distributing information to various parties. Instead, all the information is available on the portal, making things easy for everyone involved. Furthermore, the accurate and timely financial data provided by AppFolio has improved transparency and trust between NHP and the board members. Overall, AppFolio has helped NHP grow quickly and acquire new accounts, positioning them for future success.

• AppFolio helped NHP balance all their financial statements, which were previously unbalanced.
• The software reduced the number of phone calls NHP received, streamlining their communication process.
• AppFolio's portal allowed NHP to track and manage service requests effectively, mitigating potential risks.