Location: Douglasville, GA
Size: 55 Associations | 9,102 Doors
The Challenge
For Premier Association Management, the decision to explore new software options came after years of hitting a wall with their previous provider.
"Something that should have been so simple, generating a basic ballot or a mailing for a community, took longer and longer because we were having to figure out formatting issues," said Bonnie Prayor, Community Manager, Premier Association Management
Key Challenges Included
- An unresponsive support team: Basic requests and upgrades went unanswered. Support tickets sat without timely responses, leaving the team stuck with workarounds for problems that should have been fixable.
- Overcomplicated processes: What should have been straightforward operations (generating community mailings, reconciling bank statements, posting charges to accounts) required multiple steps that slowed down daily work.
- Ineffective formatting: The software wouldn't print documents as formatted, forcing the team to waste valuable time troubleshooting basic mailings and ballots.
The Solution
After experiencing the limitations of their previous software, Premier Association Management decided it was time to explore alternatives. The team was looking for a vendor that had both strong features and a team committed to continuous improvement.
Unlike their previous provider, they determined that Vantaca was constantly adding new features and enhancements. Premier decided to also implement HOAi to handle repetitive tasks like portal logins, password resets, and basic account questions, allowing multiple inquiries to be resolved simultaneously while the team focused on more complex work.
Once they made the change, Bonnie said the implementation was seamless, with Vantaca handling all of the setup instead of forcing Premier to do it themselves.
“With our previous software conversion, we were held responsible for getting everything set up within the new software,” said Bonnie. “But with Vantaca, that was all on their end. We didn't have to set up the homeowners or the balances or anything like that. So that took a lot of stress off of us because that was the biggest struggle that we had previously had."
Vantaca's Transformative Results:
- Less time on invoicing: Invoice processing time has been slashed from 90 seconds per invoice to just seconds through automation, saving significant time across Premier’s 50+ associations.
- Eliminated formatting issues: Documents are now printed exactly as they were created, removing the need to troubleshoot mailings, ballots, or community communications that previously required constant adjustments.
- Real-time data access: Homeowners and board members can independently access account balances, financials, and reports, reducing basic inquiry volume for the team.
- Faster payment processing: Vantaca Pay delivers quicker processing and posting times than their previous bank lockbox.
The HOAi Advantage:
- 24 hours to seconds: Response time for common requests like portal logins and password resets is now seconds instead of the company's standard 24 hour response window.
- 25+ daily calls eliminated: Login requests are automatically handled by their HOAi agent "Pam," freeing staff from repetitive inquiries.
- Future Voice integration: HOAi Voice implementation is planned to address the team's most common complaint, unanswered phone calls, while also handling the smaller questions that don't require human expertise.
“Our previous provider seemed to have exhausted all the features and benefits that they were going to provide. We'd kind of run our course with them.”
“Honestly, after meeting with the Vantaca team about making the switch, we didn't look too much further. Vantaca appeared to be more user-friendly for both us and the communities and provided more features that we didn't know were even possible.”
“We're most proud of our ability to provide real-time data and information to our homeowners and our boards. We can get bogged down with those quite often with basics like what's my account balance? What is this charge? What is this violation? Our board members now have the ability to access financials, run their own reports, and view homeowner accounts in real time. So that frees us up to handle the more detailed stuff.”