Funnel Leasing Inc.

““In the past, we were able to track how a team was doing in general, when it came to their leads, their interactions, and calling back residents. Now, we can really dive into the individual, which is super helpful, especially with new hires, or people that are in remediation,””

““With Funnel we can go in and we can actually see that the phone call took place and listen to the phone call itself.””

““Our tour volume across the board is massively higher since launching Funnel. No doubt about it.””

““Our industry can be really reactive. But when we create breathing room for our teams, we empower them to be more proactive—to follow up, connect personally, and make the experience memorable.””

““I truly believe that the resident experience is the last true differentiator between what sets our communities apart from the ones down the street.””

““About 10% of our CRM messages use the co-pilot suggestion, and I expect that to grow. It’s on-brand, it saves time, and our teams can tweak it to match their personality—we’ve got some big personalities!””

““Call recording was great in theory, but no one had time to listen to them. When Funnel rolled out AI call summaries, it was a game changer,” said Allwardt. “I can skim a conversation in seconds and know exactly what happened.””

““AI never sleeps,” said Allwardt. “But what’s more powerful is how it doesn’t just answer the question—it asks the right follow-up. That’s the difference between just providing information and actually converting a lead.””

““AI is great at answering questions, but it also understands the next best question to ask to really keep that conversation going and nudge the customer towards the action we want them to take.””

““One of the unexpected benefits, and something that we were very excited about as we got further into using Funnel, is the breadth of data that is available to us,” said Bri Bocker, Director of Marketing Technology, Cortland. “Previously this was not something that we had as much insight into.””

““Funnel allowed us to add significantly more AI workflows throughout our customer journey. Previously, we were only able to automate responses when someone actually inquired, and that was about it. Now, we are able to automate responses when somebody inquires, schedules a tour, is about to tour, after they tour, when they actually go through the application process.””

“When asked about centralizing lead management and the renter experience, Scott Moore, Chief Technology Officer at Cortland said “it’s freed up our teams to focus on our residents and deliver that above and beyond experience.””

““If we didn’t have that automation and the capabilities of getting back to prospects quickly, then it would be really difficult for us to be able to reach as many leads as we are,” said Nikki Sarmer, Marketing Technology Manager, at Cortland.”

““We have had prospects schedule a tour at 2:00 a.m. because Cortney has replied,” said Nikki Sarmer, Marketing Technology Manager, at Cortland. “That could never happen before.””

““I am very happy that we brought on Funnel. It has been a huge change just from a transparency side , especially when it comes to customer management.””

“We believe if we can create a fantastic associate experience where they enjoy coming to work every day, they feel inspired, they feel empowered, they believe in the mission, they model the core values of our company, then that in turn can enable and hopefully be realized as a great resident experience,”

“It’s hard to have unhappy people create happy customers, so we want to make sure we have happy, engaged associates who can in turn create a really wonderful living environment for our residents. If we do that we have the fundamental faith that business results will follow.”

“Working with Funnel allowed us to create business model flexibility,”

“We’ve been happy with our experience of Funnel. Our teams work extremely well together, and we feel like our voices are heard. Most importantly, we share the vision to look at the industry from a customer perspective and put the customer at the center of everything we do. That shared vision has been something that’s really allowed us to take the next step at Cortland.”

“Funnel allowed us to operate how we want to operate. Prior to Funnel, it wasn’t possible to fully centralize our prospect management and lead nurturing activities across our entire portfolio because there wasn’t technology that served the multifamily industry in a way that would allow us to operate our business differently.”

““ When you put people in a position where they’re using their strengths, it increases engagement and that naturally overall increases team performance ,” says Dunavant. “That is what drives a good employee experience.””

““A lot of our staff were doing tasks that didn’t align with their roles – and we saw that as an opportunity to standardize and streamline some of these tasks that were taking them away from serving customers.””

““We’ve found a true partner that is consultative, that helps us think through things as we’re considering a new process.””

““Funnel helps keep our onsite teams organized, and I think that’s a key piece, as well the automated tasks that are set up, the automated communications that go out.””

“We do the same thing every day, in the sense of we lease apartments, but every day is different in how we do that,””