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October 12, 2022 1:00PM

REdirect Assist: What Sets Your Real Estate Software Support Apart?

Staff Member Joyce Trumble
Article by
Director, REdirect Assist

When we think about onboarding new employees, one of the most intensive parts of that process is the number of customized software solutions each person must learn. Using multiple software tools is essential: Different products offer the best solutions to different business challenges. But that variety presents challenges. Particularly in our industry’s systems of record, lack of training or insufficient training, incompatibilities between systems, and unforeseen outages come at the expense of time, money, and other resources.

That’s why great software support is vital for every business. The right software support team helps you understand the ins and outs of your solutions to get the most out of them while resolving any problems as quickly as possible. And in the world of real estate software support, you can’t do better than REdirect Assist.

The REdirect Advantage

Q: What do successful companies in our industry—those like BentallGreenOak, Walton Street Capital, Thor Equities, and TA Realty—all have in common?

A: They all use REdirect Assist to support their most critical software investments.

For over 20 years, we have been helping real estate businesses scale their software investment to reach their goals. REdirect creates custom solutions for businesses, helping clients fine-tune their business operations and software to maximize their ROI.

In today’s post, we’ll look at some of the features of REdirect Assist to showcase what sets us apart from other real estate software support service providers.

Let’s go.

Get Yardi and MRI Support

Managing a real estate company of any size is demanding. Our Yardi support and MRI support teams, the two branches of REdirect Assist, are dedicated to solving every problem our users face in their day-to-day operations, from simple user administration to complex diagnostics. We also help you realize greater value from your software investment by evaluating release notes and managing your updates and upgrades.

Our experts bring decades of combined experience to the table and are ready to provide swift and accurate solutions to any obstacle you may encounter.

Beyond Ticket Support

REdirect Assist is much more than a Yardi or MRI help desk. We are your partner in maximizing your software investment at every level and stage of your business journey.

You will receive monthly or quarterly reports on call volume, issue types, and time spent, illuminating the problems that most need your attention now and into the future. By looking “beyond the ticket” in this way, we can identify recurring issues and address them at the source.

How issues are addressed is not a one-size-fits-all proposition. Depending upon the problem, there may be a need for training, updated documentation, tightened security, process changes, or a combination of solutions. Working with REdirect Assist allows you to leverage our team’s experience with your industry peers to identify or craft the best fit for your business.

Our ultimate goal is to ensure your team is empowered to move forward strategically. That means not only immediate assistance but also integrating into your organization and working closely with you as a partner.

What Is Further Than Beyond?

Training—in so many situations:

  • A new employee who is not familiar with MRI or Yardi
  • A seasonal effort—all your properties preparing 1099s or budgets
  • Monthly “Lunch & Learn” sessions (recorded, of course) to keep information and process changes flowing
  • Significant software launches or changes—for major upgrades or new modules being added to your systems

Documentation:

  • Job aids or quick cards for those processes that are high-frequency tickets
  • Forms—for consistent new user setup or new asset setup

Customizations:

  • Menus and related security
  • Fields and pages where the system allows
  • Adding a column to a report or creating a new one—and if complexity requires more time or technical knowledge, we smoothly transition the effort to our technical team.

We look forward to helping our clients in all these aspects beyond traditional support. But we are also happy to say, “I don’t know, but I know somebody who does.” The REdirect Assist team is backed by functional and technical consulting teams with tremendous depths of Yardi and MRI knowledge.

Quick Response Time

We understand that in the real estate business, time and timing are central to smooth operation. This means REdirect Assist clients need quick responses to problems as they arise. We know how frustrating, not to mention expensive, it can be to have business functions put on hold while you wait for a problem to be solved. We avoid this by prioritizing your needs and providing robust solutions in the shortest possible time frame.

Our industry-leading response times mean you can expect to hear from us in four hours or less. And that’s not just a best-case scenario—it’s a core part of our promise to you, built into our REdirect Assist Statements of Work.

We ask each of our clients for an accounting calendar, and we consider this one of the most important onboarding documents. The accounting calendar means we know exactly when our clients are closing their sub-ledgers and general ledgers, both on site and at their corporate offices. We understand which problems are mission-critical on those days and on the days leading up to month end, quarter end, and the annual close.

In short, we know our clients, what is important to them, and when it is most important.

Uninterrupted Connection and Availability

We are equipped with a well-developed, proven methodology and over 20 years of best practices in Yardi and MRI. This allows us to create the best customer experience for you.

We have REdirect Assist consultants available across U.S. time zones, meaning that there is always someone available when you need us. Our Assist team maintains daily communication with our technical consultants, so even if you come across a tricky technical issue, we have the resources and knowledge base to get you the answers you need.

Versatility and Agility

We are here to support you with every aspect of your real estate software needs. To that end, our Assist team also performs troubleshooting services that continually aim to optimize your experience.

The real estate and software worlds move quickly. That’s why we pride ourselves on keeping up to date with resources relevant to your needs, always staying one step ahead of the game.

We will also work with you as your business scales and grows, responding to changes in business needs. For example, from time to time you might need minor (or not so minor) adjustments to reporting or functionalities within your software solution. We can handle all of that for you, minimizing downtime and ensuring you get the most from your software.

Our versatility and agility truly set REdirect Assist apart from other service providers.

Flexibility

We understand that different clients have distinct needs. REdirect Assist’s services never operate on a one-size-fits-all basis. Instead, we work closely with you to determine exactly what you need from us.

Do you need help with user provisioning? We can handle that for you or help you create a system to manage it more easily. Perhaps you need help with additional aspects of your business, such as your payables solution, space planner, utility billing, or web portal provider. We’ve got you covered!

Some real estate businesses have specific internal policies, such as requiring certain actions to be approved by a member of the executive team. We can implement a way to track and record these requests and approvals to ensure your policies are adhered to. And if you have received feedback on your procedures from your audit team, we will work with them to create the most appropriate solution for you.

You can even choose who within your team can open a ticket. Do you want to allow anyone in your organization to access our help as quickly as possible? We can do that. If you prefer for only managers to have access so you can verify whether you have the knowledge available in-house before calling us, we can implement that.

Your business isn’t like any other. Your support team shouldn’t be, either.

More Than Just Support

REdirect Assist is far more than a real estate software support provider. We offer top-drawer assistance for your business and work closely with you as a true partner, supporting and enabling you to stand out in the competitive and rapidly changing real estate industry.

Ready for your business to be transformed? Connect with us today to learn more about how we can work together.

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About the Author

Joyce Trumble

Joyce joined the REdirect team in 2010, with over 25 years' experience in the real estate software industry. She has extensive knowledge of the commercial real estate business, with experience in construction, IT, and operations within the businesses of a self-managed REIT and a developer, owner and manager. When she joined MRI/Intuit Real …

Whether utilising local Australian or US based consultants, REdirect has consistently delivered strong results through sound technical knowledge, strong project management and collaborative business partnering.

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