AAM Transforms HOA Communications
Associated Asset Management Company (AAM) is a leading professional management company for homeowner and community associations. Founded in 1990, AAM manages 840 associations consisting of 230,000 homeowners in 11 states. These associations represent master-planned, single-family, condominium, active adult, urban high-rise and mid-rise communities.
Managing all these organizations involves developing and distributing a tremendous number of documents each year – up to 1.6 million and growing. These documents range from financial maintenance fee statements, annual meeting notices and association budgets to compliance and collection letters.
AAM wanted to use technology to provide a better homeowner experience, including omnichannel communications. It sought control and flexibility to increase owner choice and convenience, from offering multiple digital and print channels for communications to easy self-service options for online account management. Using cutting-edge customer communications management (CCM) technology, AAM would improve accuracy, reduce errors, save time and enhance owner satisfaction. Meantime, AAM could turn its focus to relationship-building with clients and growing the association management business.
- Streamlined and automated the development of maintenance fee statements and other customer correspondence for print and digital distribution.
- Customized communications by association, brand or other segments using a combination of centralized content, data, and custom business rules.
- Allowed AAM community managers to easily review homeowner documents, make disclosure changes, track distribution, generate reports and archive correspondence.
“Nordis gave us the ability to seamlessly toggle between digital and print on one platform, letting us create documents that look the same in both channels. It’s the perfect hybrid to boost efficiency, accuracy and compliance,” said Eric Parsons, CIO of AAM.
AAM also uses Expresso’s digital presentment and archiving capabilities to improve online self-service and customer service. Using a mobile app called AAM All Access or the online AAM Customer Portal, owners can access their billing records and make payments without having to contact the AAM call center. When owners do choose to call for help, customer service representatives quickly access the communications sent to that owner – from any of the 840 associations — better equipping the agent to handle those questions with ease. Documents are archived within Expresso and presented via API into AAM’s customer portal and mobile application.