Customer Stories: FirstService Residential
Condo control helps luxury condo reach sustainability goals
Published on
January 31, 2025
Background
FirstService Residential, one of the top management companies in North America, has cared for 340 On The Park for more than a decade. This luxury condominium was the first residential building to receive LEED Silver certification in the state of Illinois. Amy Eickhoff, the building’s Community Association Manager, was looking for a software that better aligned with FirstService’s objectives.
Challenges
Resident portal did not meet needs of the community
340 On The Park had a portal for residents, but it was better suited for apartments. Amy believed the community needed something that catered to condominium experiences. The limited capabilities of the portal also prevented the association from reaching peak productivity.
Communication and requests were not centralized
Even with the resident portal, residents still had to ask management for documents or information. Service requests were still manually processed, meaning they could be looked over or get lost.
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I feel like anyone who's not using a platform like this is really missing out on the important initiatives for our business.
Amy Eickhoff
Community Association Manager, FirstService Residential
Solution
After a long investigation, Amy landed on Condo Control. The software had features that would improve the resident experience, support integrations, and reduce paper usage.
Implementation
Residents and staff all use Condo Control. 340 On The Park is far more efficient with the software in place.
Barrier-free access to information
Residents don’t have to wait to come into management’s office for documents. Getting communication to them is so much easier using the platform, and for residents, it’s immensely beneficial to have 24-hour access to submit service requests, check updates, and review building announcements at their own convenience.
Requests are easy to track and always organized
Managing the engineering team and service requests has been easier through Condo Control. Amy can simply view the dashboard and see how many service requests have been submitted, how many have been completed, and what's outstanding.
Drastic reduction in paper usage
Since all communication goes through Condo Control, almost nothing needs to be printed.
Structured system for booking amenities
Residents must book amenities like the winter garden or spa, and it’s really easy for them to secure a spot through Condo Control.
340 On The Park Results Through Condo Control
Long-term sustainability plan
Printing and paper costs have been reduced by over 50% since requests and documents can be shared through Condo Control.
Greater efficiency
Staff save 2 to 3 hours each day because Condo Control takes care of some admin work. On top of that, the condominium has seen a 75% to 100% reduction in communication errors, specifically service requests.
High resident engagement
85% of residents are using Condo Control to book amenities, submit requests and review building notices. Not only does this help create a more engaged community, but it keeps paper usage to a minimum as well.
Money saved
Staff are spending fewer hours on manual processes which has led to a labor cost reduction of over 50%.
Ability to provide better customer service
With fewer admin tasks to complete, Amy can focus on providing exceptional service to the residents of 340 On The Park.
Conclusion
340 is very happy with Condo Control. The software allowed the community to customize certain operations, and helped FirstService Residential better care for its client. Sustainability goals are also easier to achieve since so many things can be shared through the platform. Most importantly, residents are happier with the self-serve options and quicker resolution times.
Time is money. Save both.
