By Diane Cole, AAR Director of Publications and Online Media
(Fourth in a series of interviews with Prudential American Associates as we go behind-the-scenes to learn about their experiences in implementing AAR TM) We spoke to Sally Ireland, director of Training and eCommerce, and Elana Bell, manager of the Property Management Division.
Have you been successful operating in a paperless world?
The new Scottsdale office opened as a totally paperless office, and things have been running smoothly. However, during the first quarter we're keeping paper back-ups in our main office to compare to our electronic files. If everything matches, we'll quit keeping back-ups and go totally paperless.
What have been the advantages to having a TM office?
What I like best about TM is the convenience. If I'm away from the office and need information, I can pull up the file online from any computer and get what I need. I don't have to drive into the office on weekends or carry piles of files home with me. TM eliminates paper files, so you have no angst of not being able to find something. There is no question that the information has been provided, that someone was told. Now you're not relying on someone's memory to remember something.
What are the challenges that you have experienced?
You need to remember to mark tasks complete on closed files when first loading the system. And if you haven't used a TM system before, it's a little harder to make the change than just starting out in a paperless office.
What parties have you invited to the current electronic files?
Title companies, lenders, inspectors, and brokers/agents. Most of the larger title companies and lenders are using TM, but some of the smaller companies are not on board yet. We want to make sure everything is running smoothly before inviting clients to the file, but we hope to do that in the next few months.
Was the system easier or harder than you expected?
This was much easier than I thought it would be. We started setting up the system in October, trained key staff in November, and finished everything in December… for a January roll-out.
Agents like the new system. At first some were intimidated and a little hesitant because the system is so robust, so we broke jobs down to make the process less overwhelming. It's a quick learning curve, and now it's just part of the job. We're very happy with the system. You learn tricks and shortcuts as you go to make it run smoother.
Does TM provide any advantages to the property management division?
We currently have 600 properties run by a staff of eight, including maintenance. It took us about four hours to come up with the template, and we can customize it for special needs. We thought of all the tasks from the time we get a property through leasing. Everyone has task lists so they know if things are done or not done: the template sends reminders for tasks to be completed. I just love that there's no reason you shouldn't know that something is due.
Do you have any recommendations to other firms considering TM?
Be committed to a roll-out date and do what you need to do to make it happen. The single biggest help was having an AAR TM representative available to assist us — this was the best use of our time.
Learn more about AAR TM by SureClose® on AARonline, where you'll find video demos of the system and informative FAQs.
