Case Study

Communitas Management

50% fewer hours on manual tasks 

For the accounting team, the work used to look like this: an invoice comes in, someone codes it by hand, highlight information, puts it in a ticket, pushes it through approval. Repeatedly.

Now HOAi does the coding, the categorization, and the routing. The accountants review and approve instead of transcribing.

"That saves our accounting team about half of their labor time and staff time," said Kelly. "They now have time to give board members information in a way that makes it easier for them to make decisions, with cost analysis, graphs, charts, and financial analysis. This is information that they didn't have time to provide before because they were doing the button pushing."

Community managers now have time to go on site. Meet with board members. Handle the issues that actually require presence and judgment.

As Kelly puts it, "They are doing tasks that build community within the community, instead of just responding to emails all day."

1,500 calls answered by AI

In one of Communitas' startup markets, the call volume was outpacing capacity.

So, they implemented HOAi Voice.

The voice agent answers phone calls until around 7 p.m. Standard questions, payment balance, how to make a payment, and escrow documents, all handled by an agent. If it can't, the homeowner asks for a human, and it routes to a manager or customer service rep.

"HOAi Voice has answered close to 1500 calls for us in the past three months," Kelly said. "That is a significant amount of time saved by our team just answering questions they don't need to answer."

Assume two minutes per call. That's roughly 16.7 hours per month - capacity that doesn't require adding headcount.

But the homeowner experience is what Kelly keeps coming back to. "A lot of people don't even know they're talking to an AI agent. Some people do. But a lot of people don't know or don't care as long as they're getting their question answered."

Homeowners can call at 2 a.m. to check their balance. HOAi Voice answers. The question gets answered immediately.

"We want to meet them where they are in terms of how they're communicating to us and when they're communicating to us," said Kelly.

Data that changes decisions

That capacity and visibility have to work together.

Vantaca IQ is what gives Kelly and her teams the visibility to make informed decisions.

Her company leaders wanted top-level visibility, revenue, collections, and financial status across all their communities. IQ delivers that.

“With Vantaca IQ, the profitability analysis tells us which communities we're getting revenue from, how much revenue, versus the amount of work that they're costing us," Kelly explained. "It gives us data around making a decision that we may feel in our gut."

With real data, they can make decisions with confidence instead of relying on instinct alone.

"Or if there's issues with the community, maybe the board approves invoices, we can show them data wise: here's what's open, here's what's still outstanding. It drives a conversation that needs to happen, but it gives us data for that conversation,” said Kelly.