RPM Living: Elevating Customer Service with HappyCo's Call Management
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RPM Living, which is ranked #3 on the NMHC Top 50 List, is a proven leader in multifamily real estate. The Austin-based company expertly blends acquisition, development, and management across 45+ markets, managing 225,000+ units. With a focus on resident comfort, RPM Living delivers unparalleled value through tailored solutions and resident-centric service.
RPM Living faced significant operational challenges due to 15 different answering service companies in use. Multiple disconnected systems across their portfolio caused issues with inconsistency, inefficiency, and fragmented lines of communication. They sought a solution that could streamline workflows, standardize processes, and centralize data–and called on HappyCo.
RPM Living chose Happy Property’s answering service to streamline their answering call services into one unified system. This not only enhanced onsite team training but also centralized reporting and improved monitoring capabilities, improving operational efficiency and oversight.
“Standardizing to one platform with HappyCo is fantastic because it ensures consistency. No matter which property someone goes to, teams know how to use the same answering service. It automatically logs work orders, which is crucial for efficiency and accuracy. This seamless record-keeping enhances our responsiveness and helps us maintain high standards of property management across all our locations.” - Christine Dominguez, Procurement Manager, RPM Living
RPM Living, a multifamily property management leader committed to operational excellence and resident satisfaction, faced a significant procurement challenge: 15 different answering call services. This patchwork approach created inefficiencies in handling resident inquiries and maintenance requests across their portfolio.
“We were dealing with multiple systems, which made it difficult to ensure consistency across our properties,” explains Christine Dominguez, Procurement Manager at RPM Living. “We needed a solution that could unify our operations and provide real-time data to enhance our responsiveness.”
RPM Living turned to HappyCo for Call Management, one of our flagship services that transformed fragmented processes into a streamlined, unified workflow. Improved efficiency was one operational gain. Unprecedented visibility into resident communications and maintenance requests took customer service to the next level.
“Standardizing to one platform with HappyCo is fantastic because it ensures consistency. No matter which property someone goes to, teams know how to use the same answering service. It automatically logs work orders, which is crucial for efficiency and accuracy. This seamless record-keeping enhances our responsiveness and helps us maintain high standards of property management across all our locations.”
Christine Dominguez,
Procurement Manager
RPM Living
“Standardizing to one platform with HappyCo is fantastic because it ensures consistency. No matter which property someone goes to, teams know how to use the same answering service. It automatically logs work orders, which is crucial for efficiency and accuracy. This seamless record-keeping enhances our responsiveness and helps us maintain high standards of property management across all our locations.”
Christine Dominguez,
Procurement Manager
RPM Living
RPM Living has seen significant improvements in its operations since implementing HappyCo's Call Management. The company has streamlined its communication processes, enhanced response times to resident inquiries, and gained valuable insights through centralized reporting.
Cassie Kappel, Procurement Specialist at RPM Living, emphasizes the value of this approach and HappyCo's contribution: “HappyCo has made our lives easier by providing the tools we need to be more efficient and effective. The support from their team during the implementation has been fantastic, making the transition smooth and successful.”
Looking ahead, RPM Living plans to expand its use of HappyCo's suite of platform solutions and services, including Happy Property. The company anticipates further improvements in efficiency and cost savings, particularly in facilities management and risk mitigation.
Kappel shares excitement from within the company: “When I announced we will roll out Happy Property, our facilities team gave me a standing ovation. They're thrilled to use it for inspections and full logs, enabling our regional facilities directors to monitor remotely. It will save us a ton of money and travel time while ensuring the work gets done.”
Dominguez emphasizes HappyCo's alignment with RPM Living's forward-thinking approach: “For me, AI and innovation are the next step. It's what you have to do to keep up, and if you don't, you'll get left behind. The biggest thing is that you've got to do it ethically. You've also got to make sure your teams understand it. But at the end of the day, if you provide them with a tool that allows them to save time, it goes right back to our goal of making life easier for our onsite teams.”
As RPM Living continues to set new standards in property management efficiency and customer service, their partnership with HappyCo remains a key driver of success. By leveraging Call Management to turn every missed call into an opportunity, embracing innovation, and focusing on team empowerment, RPM Living is poised to continue leading the industry into the future.
Please note that positions and personnel mentioned in our customer stories may change over time as individuals transition within or leave the company.
Christine Dominguez brings 25+ years of multifamily industry experience to her role at RPM Living. She has a demonstrated history of implementing purchasing strategies by leveraging technology, training, and her deep industry knowledge to gain buy-in. Christine's expertise spans negotiation, facilities management, implementation, budgeting, Fair Housing, customer service, and multifamily operations.
Cassie Kappel is a dedicated procurement specialist known for her strategic thinking and attention to detail. She oversees procurement activities, ensuring efficient resource management and fostering strong vendor relationships. Her expertise significantly contributes to the success of her organization. Committed to continuous learning, Cassie stays current with industry trends to bring innovative solutions to her role.
Please note that positions and personnel mentioned in our customer stories may change over time as individuals transition within or leave the company.
RPM Living, which is ranked #3 on the NMHC Top 50 List, is a proven leader in multifamily real estate. The Austin-based company expertly blends acquisition, development, and management across 45+ markets, managing 225,000+ units. With a focus on resident comfort, RPM Living delivers unparalleled value through tailored solutions and resident-centric service.
