Leasing teams keep resident communication organized by centralizing calls, texts, and emails in one place, logging every interaction automatically, and following a consistent process that the whole team uses. For AppFolio users, CRM Connect — built by SimpleVoIP, an official AppFolio Stack™ App Partner — makes it easy to connect calls and texts directly to resident and prospect records without a separate system.
The Problem: Communication Gets Scattered Fast
Most leasing teams become unorganized over time. A call may get taken on a personal cell, a text comes in out of the office, or a follow-up gets written down on a sticky note instead of logged in AppFolio. As teams grow, these habits repeat, and problems follow: missed follow-ups, new staff with no visibility to past conversations, managers with no reliable way to review activity, and time lost to manual note-taking.
Solution: A workflow with CRM Connect where organized communication is the default
1. Centralize communication
Calls and texts should be taken and received through one connected system, not a mix of personal phone and separate apps. With CRM Connect, calls and texts happen directly through AppFolio, so there is a singular record of who talked to whom, and when
2. Remove manual note-taking
Manual notes are where information gets lost because people may forget to log it or miss writing down important information. CRM Connect logs calls to the resident or prospect automatically, so accuracy is not dependent on memory.
3. Standardize follow-ups
Every inquiry should be addressed. If a caller is already in the AppFolio system, their missed call will be logged and recorded if enabled. Since history is visible to the whole team, anyone can pick up a follow-up without starting over.
4. Make history visible to the whole team
A new agent should not have to ask “did anyone call this person back?” or “when did you last call this client?” Centralized, logged communication places those answers directly on the resident’s profile, which is useful for both onboarding and when a team member is out.
5. Review activity regularly
Managers who can see communication activity across the team can catch problems early instead of hearing about them from a complaint.
The Principles Behind the CRM Connect Workflow
Centralization → one system, not scattered across devices and apps
Automatic Logging → accurate logging, not dependent on memory
Consistency → every team member uses the same system and gets the same result
Visibility → history is visible to the team
Integration → works inside AppFolio’s system as a Chrome extension, not a separate platform
Mobile Access → the workflow works from a phone, not just a desk
CRM Connect is built around these principles that create an organized and consistent workflow. Connecting calls and texts to AppFolio automatically, keeping history visible across the team, and working on mobile, CRM Connect’s workflow becomes the default, keeping all information in one place.
FAQ
Does this require a separate app for calls and texts? No, CRM Connect is integrated directly within AppFolio, so leasing teams don’t need to manage communication in a separate system.
Will this work for a growing or multi-property team? Yes. Centralized communication is especially valuable as a team grows because it eliminates the need to rely on any one person to remember context.
What if my team already uses a personal phone for calls and texts? Moving to a centralized system typically starts with tracking calls and texts through AppFolio going forward, so the transition will be seamless.
