Using Appfolio To Manage Service Calls: A Comprehensive Guide

For property managers, handling service calls efficiently is crucial. It directly impacts tenant satisfaction, property upkeep, and ultimately, your bottom line. Appfolio, a popular property management software, offers robust features to streamline this process. This guide will walk you through effectively using Appfolio to manage service calls, from initial request to final resolution. We'll cover the key functionalities and provide tips to maximize your efficiency.

Appfolio aims to centralize your property management tasks, and service calls are no exception. By leveraging its features, you can improve communication, track progress, and ensure timely completion of maintenance requests. This not only keeps your tenants happy but also provides valuable data for analyzing maintenance trends and improving overall property management practices.

Let's dive into how to use Appfolio to manage service calls effectively.

1. Tenant Submissions: Setting Up the Online Portal

The foundation of efficient service call management is a user-friendly submission process. Appfolio's online tenant portal is key here.

  • Enable Online Maintenance Requests: Ensure that the online maintenance request feature is enabled in your Appfolio settings. This allows tenants to submit requests directly through the portal.
  • Customize the Request Form: Tailor the request form to gather essential information. Include fields for:
    • Problem description (be specific!)
    • Location within the unit/property
    • Permission to enter (with date/time options)
    • Contact information (phone number is crucial)
    • Option to upload photos/videos (this can be incredibly helpful for diagnosis)
  • Clear Instructions: Provide clear instructions on how to submit a maintenance request through the portal. Include screenshots or a short video tutorial if possible.
  • Mobile Accessibility: The tenant portal is mobile-friendly, allowing tenants to submit requests from their smartphones or tablets.

Why this matters: A well-designed submission process reduces back-and-forth communication and ensures you receive all the necessary information upfront. This saves time and allows you to quickly assess the urgency and scope of the issue.

2. Creating a Work Order in Appfolio

Once a tenant submits a service request, the next step is to create a work order in Appfolio.

  • Access the Maintenance Tab: Navigate to the "Maintenance" tab in Appfolio.
  • Create a New Work Order: Click on "New Work Order" (or a similar button, depending on your Appfolio version).
  • Link to the Property and Unit: Select the relevant property and unit from the dropdown menus. Appfolio automatically pulls in tenant information.
  • Populate Work Order Details: Fill in the following information:
    • Subject: Briefly describe the issue (e.g., "Leaky Faucet in Kitchen").
    • Description: Copy and paste the tenant's description from the online request. Add any additional details you gather.
    • Priority: Assign a priority level (e.g., High, Medium, Low) based on the urgency of the issue.
    • Category: Categorize the work order (e.g., Plumbing, Electrical, Appliance Repair). This helps with reporting and tracking.
    • Assigned To: Assign the work order to a specific vendor or in-house maintenance technician.
    • Due Date: Set a realistic due date for completion.
  • Attach Relevant Files: If the tenant uploaded photos or videos, attach them to the work order.
  • Save the Work Order: Save the work order to create it in the system.

Tip: Develop a standardized naming convention for work orders to make them easier to find and track.

3. Assigning Vendors and Tracking Progress

Appfolio simplifies vendor management and allows you to track the progress of each service call.

  • Vendor Selection: When assigning a work order, select the appropriate vendor from your pre-approved vendor list.
  • Communication: Use Appfolio's communication features to send the work order details to the vendor. You can also include specific instructions or ask clarifying questions.
  • Tracking Progress: Monitor the status of the work order as it progresses through the following stages:
    • Open: The work order has been created but not yet assigned or started.
    • Assigned: The work order has been assigned to a vendor or technician.
    • In Progress: The vendor/technician has started working on the issue.
    • On Hold: The work order is temporarily paused (e.g., waiting for parts).
    • Completed: The work order has been completed.
  • Update Status Regularly: Encourage vendors and technicians to update the work order status regularly. This provides real-time visibility into the progress of each service call.
  • Notes and Attachments: Use the notes section to add updates, observations, or any other relevant information. Attach photos or documents related to the work order.

Key Benefit: Real-time tracking allows you to proactively address potential delays and keep tenants informed.

4. Communicating with Tenants

Keeping tenants informed throughout the service call process is essential for maintaining good relationships.

  • Automated Notifications: Set up automated notifications to inform tenants when their request has been received, assigned, and completed.
  • Regular Updates: Provide regular updates on the progress of the work order, especially if there are any delays or complications.
  • Appfolio's Communication Log: Use Appfolio's built-in communication log to track all interactions with the tenant regarding the service call. This provides a clear record of communication.
  • Confirmation of Completion: Once the work order is completed, confirm with the tenant that the issue has been resolved to their satisfaction.

Example: "Hi [Tenant Name], just wanted to let you know that [Vendor Name] has been assigned to your leaky faucet issue and will be contacting you shortly to schedule a time to come by. We'll keep you updated on their progress."

5. Closing Out Work Orders and Analyzing Data

Completing the process involves closing out the work order and analyzing the data to identify trends and areas for improvement.

  • Review and Verification: Before closing out a work order, review all the details to ensure that the work was completed correctly and the tenant is satisfied.
  • Enter Costs: Record all costs associated with the work order, including labor, materials, and vendor fees.
  • Close the Work Order: Change the status of the work order to "Completed."
  • Generate Reports: Use Appfolio's reporting features to generate reports on maintenance trends, vendor performance, and overall service call efficiency.
  • Analyze Data: Analyze the data to identify common maintenance issues, high-cost vendors, and areas where you can improve your service call management process.

Data-Driven Decisions: Analyzing service call data helps you make informed decisions about property maintenance, vendor selection, and preventative maintenance strategies.

6. Tips for Maximizing Efficiency with Appfolio

Here are a few additional tips to help you get the most out of Appfolio's service call management features:

  • Train Your Team: Ensure that all team members are properly trained on how to use Appfolio's maintenance features.
  • Establish Clear Procedures: Develop clear procedures for handling service calls, from initial submission to final resolution.
  • Regularly Review and Update Your Vendor List: Keep your vendor list up-to-date and remove vendors who are not performing well.
  • Utilize Appfolio's Mobile App: The mobile app allows you to manage service calls on the go.
  • Take Advantage of Appfolio's Support Resources: Appfolio offers extensive support resources, including online documentation, tutorials, and live support.

Conclusion: Streamlining Your Maintenance Workflow

By effectively using Appfolio's service call management features, you can significantly streamline your maintenance workflow, improve tenant satisfaction, and reduce operational costs. From setting up a user-friendly tenant portal to analyzing data for informed decision-making, Appfolio provides the tools you need to manage service calls efficiently and effectively. Remember to focus on clear communication, consistent tracking, and data-driven decision-making to maximize the benefits of this powerful property management software. Take the time to implement these strategies, and you'll see a noticeable improvement in your service call management process.