Counterparts Streamlines Operations Across Five Communities with Concierge Plus

Industry

Real Estate

Challenge

Counterparts, managing nearly 800 residential units across five communities, faced significant inefficiencies due to fragmented systems for resident communications, desk services, and internal processes. Reliance on multiple generic office tools led to increased administrative workload, slower response times, and inconsistent service delivery. As the company continued to grow, the need for a unified, scalable community management platform became critical to maintain high standards for resident experience and operational excellence.

Results

With Concierge Plus, Counterparts consolidated its property management activities onto a single platform, allowing for seamless desk service operations, targeted multi-channel communication with residents, and elimination of redundant software tools. This transformation resulted in faster response times, improved engagement, and a renewed sense of operational efficiency. The success achieved has encouraged Counterparts to further expand their usage of Concierge Plus to manage daily responsibilities and additional properties, positioning the company for continued growth and enhanced resident satisfaction.

Key Product

Plus+

What we gained is a renewed sense of efficiency because it has allowed us to start eliminating other software that wasn't serving us.

Steve Hyden

Director of Concierge Services

About Counterparts

Counterparts is a property management company overseeing five residential communities and nearly 800 units. With a focus on delivering superior community support and operational excellence, Counterparts leverages technology to enhance resident experiences and streamline internal processes.

The Challenge

Before implementing Concierge Plus, Counterparts was challenged by the complexity of managing five distinct communities and nearly 800 residential units using disconnected office software and manual processes. Fragmented systems made it difficult to maintain efficient communication with residents, streamline concierge desk operations, and support internal workflows. As a result, administrative burdens increased, and service quality was at risk of inconsistency, prompting a search for a robust solution that could centralize and automate manual processes across their growing portfolio.

The Solution

Recognizing the need for a purpose-built community management platform, Counterparts evaluated options that could offer seamless integration, centralized communication, and scalable workflows. Concierge Plus stood out for its ability to consolidate multiple functions into a single, intuitive system. Steve Hyden, Director of Concierge Services, shared the impact: “What we gained is a renewed sense of efficiency because it has allowed us to start eliminating other software that wasn't serving us.” With Concierge Plus, the concierge desk became more effective, facilitating quicker, more transparent communication with residents and internal teams. "It allows us to engage with residents, to provide newsletters, and reach out to everyone or specific individuals very quickly and easily," Steve added, highlighting the platform's capability to elevate engagement and responsiveness.

The Results

Following the adoption of Concierge Plus, Counterparts achieved measurable improvements in operational efficiency, communication, and resident support. The company successfully eliminated multiple legacy software tools, reducing complexity and administrative workload. Communication efficiency was significantly enhanced, with improved response times and streamlined resident engagement across five communities and 800 units. Steve noted the exceptional customer service experience with Concierge Plus: “Everyone I’ve spoken to is very affirming and supportive. There’s a quick response and almost an extension appreciation for reaching out for support, so I’ve appreciated that immensely.” Empowered by these results, Counterparts is expanding its use of Concierge Plus to manage additional responsibilities and properties, supporting ongoing growth and delivering superior experiences for residents, property management teams, and Boards.