Case study·Build-to-rent

Resident timeline unification

From seven systems of resident memory — to one source-linked timeline per home

82%
Active residents matched across systemsConservative threshold; remainder kept in the review queue
“For the first time, everyone saw the same resident history.”
Resident Experience Director · BTR multifamily operator
UK BTR / multifamily operator·1,650 units across 4 pilot assets·7-week pilot·United Kingdom
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01Pilot envelope
Pilot length7 weeks
First signal10 days
First ROI45 days
Team alongside7 seats · 3 colleagues

7-week data-layer pilot; conservative identity resolution; the resident timeline stayed read-only until confidence exceeded the agreed thresholds.

02What it owns
Reports toResident Experience Director, dotted line to the Head of BI on data-quality thresholds.
Owns
  • Resident match table — a reviewed, append-only join across HubSpot, OneSite, the resident app and the call logs
  • Resident timeline — one source-linked page per home spanning leasing, comms, payments, maintenance and paperwork
  • Duplicate queue — low-confidence and conflicting records surfaced for human review with a recommended action
  • Daily data-quality digest — match-rate by asset, new low-confidence joins and any threshold drift
  • Vulnerability and escalation flags — surfaced on the timeline before any second-contact call
Does not do
  • Auto-merging records — only proposes merges; the resident data owner approves
  • Outbound resident comms — the timeline informs human messages, never sends them
  • Lowering the match threshold — any threshold change is approved by the Resident Experience Director
Done looks like

Anyone in the team can open one resident page and see the same history the regional director sees, with every entry linked back to its source system.

03The team
AI teammates3
NoraJoins HubSpot, OneSite, the resident app and the call logs into one resident record, only matching when name, contact and unit signals agree.
HugoAssembles the source-linked resident timeline: leasing, comms, payments, maintenance and paperwork on one page per home, every event linked back to its source.
FreyaAudits a daily sample of resident matches and timeline entries, flags low-confidence joins for human review and tracks match-rate trends per asset.
Human team7
  • Resident Experience DirectorLeadership
  • Head of LeasingLeasing
  • 4 Leasing associatesLeasing
  • 4 Property managersOperations
  • 3 Maintenance leadsOperations
  • Head of BIReporting
  • Resident data ownerCompliance
04Connected stack
HubSpotOneSiteOutlookAircallWebexRentCafeMaintenance systemDocuSign
05What it returned
82%Active residents matched across systemsConservative threshold; remainder kept in the review queue
73%Issue research time reductionFrom ~11 minutes per lookup to under 3
31Duplicate contact records resolvedManually reviewed and merged with the data owner
  • Day 0
    Co-ordinator sessionStakeholders, identity-resolution thresholds and the first three answerable resident questions agreed in one call.
  • Day 10
    First signalHubSpot, OneSite and the resident app joined on a strict-match rule; Nora returns the first reviewed match list, 64% of active residents.
  • Day 18
    Read-only timelineHugo's resident timeline goes live read-only for the leasing and property teams; first nine misfiled DocuSign packs surfaced.
  • Day 28
    Duplicate queueFreya's daily review queue activates; the resident data owner signs off on the first 31 duplicate-record merges.
  • Day 45
    ROI reviewSponsor signs off on match rate, lookup-time reduction and duplicate cleanup; thresholds raised by one notch and a fifth asset onboarded.
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