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April 2011 Issue
In this month's newsletter, we met with our Customer Service Manager, Jeff Sylva, to discuss RentGrow's approach to customer service and offer some tips to the people who use our software every day to screen their applicants.
 It is my primary role to oversee our customer service team and offer the highest level of support to our users. As we continue to develop our product and grow our client base, it's crucial that our support team evolves with our business. To do this, I provide ongoing training to guarantee that my support team is fully up to speed on product enhancements and client needs. We realize that resolving our customer's inquiries quickly and accurately is important to their business, so I manage our call volume with the goal of supporting an increasingly high number of calls as efficiently as possible.
In addition, I act as a liaison between our support team and our technology team to ensure all customer feedback is incorporated into RentGrow's technology and product development efforts.
Essentially, our client services department provides real-time support to our end-users who have real-time issues. RentGrow structures its Client Services department to offer the highest quality of support to all levels of our clients' organizations. Our support structure is made up of two parts: Account Management that helps senior level management and Customer Service that supports leasing agents, site staff and property managers.
So to answer your question, our customer service team supports the end-user of our software by responding to hundreds of calls and emails everyday. Our resident screening experts help clients interpret screening results, credit reports, criminal records, and eviction histories. Additionally, they help clients resolve screening workflow issues specifically related to software interfaces.
First, if you have a question please email or call us. This may seem obvious, however we've witnessed some users make the mistake of waiting until an applicant's move-in date to resolve open issues on an applicant's screening profile. Our team of experts is happy to help you now, so don't hesitate to contact us.
Second, have your account number, name of applicant and all your questions ready when you call our customer service line to speak with a live agent. The faster we can identify who you are and what the question is, the better we can resolve the issue accurately and efficiently. Keep in mind that RentGrow's product is highly customizable and our customer service reps deal with many different clients and screening scenarios. Try to be as clear as possible when outlining your question(s) so we can provide the best solution as efficiently as possible.
Finally, it is best practice to "refresh" your user knowledge by attending an online training hosted by a RentGrow Account Manager so that an administrative mistake doesn't cost you a lease or a commission. Please email training@rentgrow.com to set up a training session for new employees or current users.
© 2011, RentGrow, Inc., Resident Screening Experts. A Yardi Company. Sign up to receive "In the Know". For permission to reprint this article please send your request to newsletter@rentgrow.com.
If you have additional questions about other aspects of your resident screening strategy you can contact RentGrow at 1-800-RENTGROW (1-800-736-8476) or visit our website at http://www.rentgrow.com. | 
