Travtus + Cortland

Adam Makes Every Customer Interaction Count

Cortland is a real estate investment and property management brand that focuses on delivering resident-centric, hospitality-driven apartment living experiences in the US and UK. It currently owns and operated over 60,000 apartments and is a prominent member of the Top 50, NMHC list of owners and operators. Cortland’s growth is fueled by a resident experience platform rooted in innovation, service, communication, and consumer insights. Cortland is an early mover in recognizing the benefits of Adam’s natural language models to inform their operations and service to their residents.

Adam at Cortland

Adam is an artificial intelligence platform for property operations. It is not a chatbot or a software system. It is a collection of domain-specific machine learning models combined with layers of knowledge about real estate operations, the property, and users to create actionable tasks. It’s an operating system to streamline property operations with automation and front-line intelligence. 

Adam was recruited as a member of the management team for select apartment communities within Cortland’s Atlanta portfolio with the goal of delivering front-line intelligence to enrich the level and consistency of direct resident service and communication. Adam provides the Cortland team with data insights using high-quality, natural language models that recognize patterns in resident and asset behavior.

Using Technology to be More Human

Cortland’s focus on their residents’ needs presents the unique challenge of consistently elevating the human interactions of customer experience while also creating efficiency and consistency within that experience. Residents can use an online portal to make payments and raise service tickets. However, that platform can often become a barrier to the essential feedback and authentic interactions that accompany the voice of the customer. It’s these insights that help maintain a core customer focus and evolve service and product offerings.

 At Cortland, Adam helps the onsite team maintain the personal aspect of conversation with residents through text while empowering the team with data to help inform improvements to resident retention and the lifetime value of a customer. Adam’s unique proposition of customer self-service through tech while providing key behavioral data allows for the efficiency and cost benefits of text while minimizing disruption to the ways customers interact daily with the Cortland teams.  

Using the Advantage of Scale

Cortland’s goal of creating a forward-thinking resident experience at scale is not an easy task. Property management is complex due to the breadth of scope, which includes hundreds of questions and tasks that the onsite teams have to handle on a daily basis. The right technology solution can assist in making these tasks more manageable while using the learnings from across many portfolios to create successful brand expectations. By recruiting Adam, Cortland is making each resident interaction with Adam count. The platform has not only helped manage the teams’ resident inbound inquiries but has also added a key level of visibility into their onsite operations and resident behavior. Cortland’s management team can now identify opportunities to improve processes and engage in proactive communication to unlock better customer service – which ultimately helps them become the apartment living brand that people love and trust.