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Onboarding Process

This article will outline the onboarding process for new property owners and their properties.

  1. Onboarding Initiation
  2. New Client/Property
  3. Review the Onboarding Form
  4. Missing information, Contact Owner
  5. Enter Owner Into Appfolio
  6. Business License
  7. Utility Set Up If Occupied
  8. Additional Insured Not Received
  9. On Hold
  10. Completed Onboarding
  11. Complete - Terminated During Onboarding

The below will outline the new ONBOARDING Process for Reeder Asset Management. The deal pipeline is "Onboarding Pipeline" and the ticket pipeline is Onboarding NEW

 

Onboarding Initiation

When a deal is moved into the PMA Signed/Won stage in the sales pipeline, a new deal will spin-off in the ONBOARDING pipeline in the New Client/Property Stage. This deal will be assigned to Sierra Reeder. This begins the onboarding process.

New Client/Property

Automation:

When the deal enters the onboarding pipeline in the New Client/Property Stage the following automation occur:

  • A task is assigned to the deal owner to assign a Property Manager to the deal.
    • DEAL NAME: Assign a Property Manager & Business License Opt In/Out
      • Navigate to the associated deal record, assign a property manager under Deal information section.

      • Then navigate to the ONBOARDING Panel in the deal record and select YES if the client has opted IN for Reeder to obtain their business License or NO if they have opted OUT.

  • An email is sent to the new owner
    • Hi FIRST NAME
      Welcome to Reeder Asset Management. We are excited to have you as a valued client. In order to get your property onboarded, we will need some information regarding your property. Please take 10-15 minutes to fill out the below form in its entirety. Please make sure you submit the form in one sitting. If you have any questions, please let me know, and I will be happy to help!
      Provide Property Info

      Sincerely,
      DEAL OWNER SIGNATURE 
  •  2 day delay
  • An email is sent to the new owner reminding them to submit the onboarding form:
    • Hi FIRST NAME,
      We have not received your property information form. Please make sure you complete this as soon as you can so we can get your property onboarded.
      In order to get your property onboarded, we will need some information regarding your property. Please take 10-15 minutes to fill out the below form in its entirety. Please make sure you submit the form in one sitting. If you have any questions, please let me know, and I will be happy to help!
      Sincerely,
      DEAL OWNER SIGNATURE
  •  1 day delay
  • A task is created for the deal owner
    • DEAL NAME: Onboarding form incomplete
      • Call the owner, make sure they submit the onboarding form, If they have issues, you can navigate to the deal and fill out the "Onboarding Playbook" NEVER submit a form on behalf of a client/contact.

 

Review the Onboarding Form

Automation:

When the onboarding form is submitted the following will occur:

  • A Zap will move the deal into the Review the Onboarding form stage.
  • An email will be sent to the property owner.
    • Hey FIRST NAME,
      Thank you very much for filling out our onboarding form! The next steps going forward will depend on whether or not there is any information we need missing from the form. If there is no missing information, we will input everything you sent us into our system, and then after that, it will be passed onto your property manager. If there is information missing from the form that we will need, you will receive a separate email with further instructions on how we can get that information.
      Please let us know if you have any questions or concerns.
      Sincerely,
      Reeder Asset Management
  • A task will be created and assigned to the deal owner to Review the Onboarding form submission. 
    • If the onboarding form is missing information, the deal owner will MANUALLY move the deal into the next stage Missing Information, Contact Owner
  • A workflow will copy the onboarding form information to the deal record

Missing Information, Contact Owner

Automation:

  • Workflow will trigger the next set of automations, by setting a contact property.
  • A workflow will send an email to the owner, asking them to schedule a meeting with Sierra to gather the missing information.
    • Hey FIRST NAME,

      This is Sierra with Reeder Asset Management - I am sending you this email in regards to the onboarding form you filled out. There is some information missing from it that we will need to obtain in order to continue our onboarding process. Please click on the link below to schedule a phone call meeting with me so I can gather the rest of this information. 

      Schedule a Meeting

      I look forward to speaking with you!

      Sincerely,
      Sierra Reeder
      Reeder Asset Management
  • 1 Day Delay
  • If a meeting was submitted using Sierra's meeting link the workflow will stop. If the meeting link was not submitted another email will be sent to the owner.
    • Hey FIRST NAME,

      This is Sierra with Reeder Asset Management - I am sending you this email reminder in regards to the onboarding form you filled out. There is some information missing from it that we will need to obtain in order to continue our onboarding process. Please click on the link below to schedule a phone call meeting with me so I can gather the rest of this information. 

      Schedule a Meeting

      I look forward to speaking with you!

      Sincerely,
      Sierra Reeder
      Reeder Asset Management
  • 1 Day Delay
  • If a meeting has not been submitted, a workflow will set a deal property which will trigger another workflow
    • This workflow will trigger a task to be created for the deal owner to follow up with the owner as no meeting has been scheduled.
  • After all of the information has been gathered, the deal owner will MANUALLY move the deal into the next stage: Enter Owner Info into Appfolio.

Enter Owner Info into Appfolio

Automation:

  • A ticket is created and assigned to the deal owner to enter the owner and property information into Appfolio. (The ticket pipeline is "Onboarding NEW") - NOTE: This will take care of Single Family - Vacant

WARNING: The deal will remain in a wait step until the above ticket is COMPLETED.

  • Once the ticket is completed, the deal will continue in the workflow.

MULTIFAMILY PROPERTY - OCCUPIED

  • If the Property Is a Multifamily Property and the unit is occupied
    • A ticket will be created and assigned to the deal owner, Create Unit in Appfolio.

WARNING: The deal will remain in a wait step until the above ticket is COMPLETED.

  • After the above ticket has been completed (enter unit into Appfolio), another ticket will be created and assigned to the deal owner to create the tenants in Appfolio.

WARNING: The deal will remain in a wait step until the above ticket is COMPLETED.

    • Once the ticket to enter the tenants into Appfolio has been completed, the deal will automatically move into the next stage: Business License.
    • An email will be sent to the Owner letting them know of the status of their property in the onboarding process.
      • Hello FIRST NAME,
        I am sending you this email to give you a quick update - I have finished entering your property into our system! With that step completed, I will be passing all the information onto your property manager, and they will be reaching out to you shortly. 
        Sincerely,
        Sierra Reeder
        Reeder Asset Management

    MULTIFAMILY PROPERTY - VACANT

    • If the Property Is a Multifamily Property and the unit is vacant
      • A ticket will be created and assigned to the deal owner to Create Unit in Appfolio.

    WARNING: The deal will remain in a wait step until the above ticket is COMPLETED.

      • Once the ticket to enter the Unit into Appfolio has been completed, the deal will automatically move into the next stage: Business License.
      • An email will be sent to the Owner letting them know of the status of their property in the onboarding process.
        • Hello FIRST NAME,
          I am sending you this email to give you a quick update - I have finished entering your property into our system! With that step completed, I will be passing all the information onto your property manager, and they will be reaching out to you shortly. 
          Sincerely,
          Sierra Reeder
          Reeder Asset Management

      SINGLE FAMILY - OCCUPIED

      • If the Property Is a Single Family Property and the unit is occupied
        • A ticket will be created and assigned to the deal owner to create the tenants in Appfolio.

      WARNING: The deal will remain in a wait step until the above ticket is COMPLETED.

        • Once the ticket to enter the Create the Tenants in Appfolio has been completed, the deal will automatically move into the next stage: Business License.
        • An email will be sent to the Owner letting them know of the status of their property in the onboarding process.
          • Hello FIRST NAME,
            I am sending you this email to give you a quick update - I have finished entering your property into our system! With that step completed, I will be passing all the information onto your property manager, and they will be reaching out to you shortly. 
            Sincerely,
            Sierra Reeder
            Reeder Asset Management

        Business License

        Automation:

        The deal is automatically moved into this stage. If the owner has opted IN to have Reeder Complete and obtain the business license they will follow the below:

        • A ticket is created for the deal owner "Obtain and Complete Business License Paperwork & Determine if inspection is needed".
          • If an inspection is needed, navigate to the associated deal and select YES from the dropdown. If an inspection is not needed, select NO.

        If the owner has opted OUT to have Reeder obtain the business license

        • A ticket will be created for the deal owner to obtain a copy of the business license from the client and then follow the automations below (if inspection is required....)

         

        If an inspection is required:

        • Automation:
          • A Ticket will be created and assigned to the assigned Property Manager
            • DEAL NAME: City Inspection Required
              • Reach out to the city to schedule the inspection.

                NOTE: If the unit requires work prior to it being leased, navigate to the associated DEAL and under the onboarding panel, select YES if work is needed, NO if no work is not needed.

                Do not complete this ticket until the inspection has been COMPLETED and the MORE WORK field has been updated.

        NOTE: If more work is required, a ticket will spin-off for the Property Manager. 

        • DEAL NAME: Requires Rent Ready Work
          • The property associated with this ticket requires more work. Please leave a note on the ticket with the work that is required and reassign this ticket to Whitney.

            Maintenance Coordinator, Once work has been completed, navigate to the associated deal, under the onboarding panel, select YES under Rent Ready Work Complete. Then complete this ticket.
          • A ticket will be created and assigned to Andra, "Submit business license for the associated deal" 
            • Once the Business License has been obtained, navigate to the associated deal and under the onboarding panel, Business License Obtained? Select YES. Then, complete this ticket.
          • If the Property is OCCUPIED or Additionally Insured is NO (This is set by the form submission by the owner on the deal record)
            • A ticket will be created and assigned to the deal owner
              • Property Occupied (Utility Set Up) OR Additionally Insured still needed.
                • UTILITY SETUP IF OCCUPIED OR ADDITIONAL INSURED NOT RECEIVED.

                  Once either or both is completed, navigate to the deal, under Onboarding, Select YES for Utility Setup/Additional Insured. Complete your ticket
          • If the Property is Vacant or Additionally Insured is yes (This is set by the form submission by the owner on the deal record)
            • The field Utility Setup/Additional Insured Complete will be set to NOT NECESSARY

          PROPERTY MANAGER CREATE DEAL

          When a deal is placed in this stage, and the Property Manager is KNOWN on the deal, a deal will be created in the Property Manager - Onboarding pipeline - New Stage. 

          If the Property Manager is not known, the deal owner will be assigned a task to assign one. Once that task is completed, a deal will be created as in the previous step and assigned to the Property Manager.

          On Hold

          Automations:

          Currently no automations are in this stage. Assign tasks manually

          Completed Onboarding

          Automations:

          Once all of the below fields are KNOWN, the deal will automatically move to Completed Onboarding

          WARNING: Some of these will be populated by automation, others REQUIRE the ticket and or deal owner to update.

          Complete - Terminated During Onboarding

          Automations:

          Currently no automations are in this stage. Assign tasks manually