‍Descriptions and Additional Terms

The following product descriptions are related to ResMan CRM and Marketing Suite products provided by Anyone Home. The service provider is Anyone Home and listed in this document as AH.

 

Leasing Contact Center

With 24/7 phone, email, and chat support, our contact center services ensure that your leasing teams never miss another lead.  Our leasing contact center will also include Appointment Automation follow up, which allows the prospect to book, reschedule, or cancel a tour via a dedicated link delivered through email from the Contact Center.  The Tour Scheduler is included and allows prospects to schedule tours directly from a property’s website, including self-guided tours, virtual guided tours, and tours with an agent, leading to a great prospect experience.

• All Leasing Calls: All leasing calls from ad sources will route directly to AH 24/7 and bypass the local office.
• Missed Leasing Calls: All leasing calls from ad sources will ring at Property first to give site staff an opportunity to answer prior to forwarding to AH.
• After Hours Leasing Calls: All leasing calls received from ad sources after hours will route directly to AH.

Guest Card Allotment: Pricing is based on expected volume for properties of similar size.  Properties using ‘All Leasing Calls’ are expected to receive .23 guest cards per unit, per month.  Properties using ‘Missed Leasing Calls’ are expected to receive .14 guest cards per unit, per month. Properties using ‘After Hours Leasing Calls’ are expected to receive .05 guest cards per unit, per month. Properties using ‘Live Email’ are expected to receive .10 guest cards per unit, per month. Properties using ‘Live Chat’ are expected to receive .05 guest cards per unit, per month.  Averaged across the portfolio of active properties, if guest card volume is 10% or higher, AH will present the Customer options to either adjust the service or cost per unit moving forward (the Customer will not be charged for any overages retroactively).

 

Maintenance Contact Center

Our 24/7 Maintenance Contact Center handles resident maintenance calls according to your property’s preferences, whether that means all calls, missed calls, or after-hours support. We create service requests for routine issues and escalate emergencies through customized call trees, assisting with rapid response to urgent situations while minimizing unnecessary disruptions to onsite maintenance staff.

• All Maintenance Calls: All service calls will route directly to AH.
• Missed Maintenance Calls: Service calls will ring at Property first to give site staff an opportunity to answer prior to forwarding to AH.
• After Hours Maintenance Only: All service calls received after hours will route directly to AH.

Service Request Allotment: Pricing is based on expected volume for properties of similar size.  Properties using ‘All Maintenance Calls’ are expected to receive .14 work orders per unit, per month.  Properties using ‘Missed Maintenance Calls’ are expected to receive .08 work orders per unit, per month.  Properties using ‘After Hours Maintenance Calls’ are expected to receive .07 work orders per unit, per month.  Averaged across the portfolio of active properties, if guest card volume is 10% or higher than anticipated, AH will present the Customer options to either adjust the service or cost per unit moving forward (the Customer will not be charged for any overages retroactively).

 

Customer Service Contact Center

The Contact Center handles escalated customer service calls ensuring that all relevant information collected is accurately documented and promptly delivered to the corporate staff at the property management company.

• All Customer Service Calls: All calls will route directly to AH.
• Missed Customer Service Calls: Missed calls will route directly to AH.

Customer Service Request Allotment: Pricing is based on expected volume for properties of similar size.  Properties using ‘All Customer Service Calls’ are expected to receive .19 calls per unit, per month.  Properties using ‘Missed Customer Service Calls’ are expected to receive .11 calls per unit, per month.  Averaged across the portfolio of active properties, if guest card volume is 10% or higher than anticipated, AH will present the Customer options to either adjust the service or cost per unit moving forward (the Customer will not be charged for any overages retroactively).

 

Leasing Assistant

The Leasing Assistant by Anyone Home is an intelligent prospect tool with advanced AI technology, crafted to aid in leasing inquiries and tour bookings, via voice, chat, and SMS. It facilitates guest card creation and tour bookings as well as provides information on pricing, availability, specials, amenities, policies, neighborhood details, schools, and more. In instances where human assistance is required, the Leasing Assistant seamlessly transitions to a human agent in the Contact Center.  Leasing Assistant includes Appointment Automation follow up, which allows the prospect to book, reschedule, or cancel a tour via a dedicated link delivered through email from the Leasing Assistant.

• Leasing Assistant – All Leasing Calls: All leasing calls, chats and SMS inquiries from ad sources will route directly to AH 24/7 and bypass the local office.
• Leasing Assistant – Missed Leasing Calls:  All leasing calls from ad sources will ring at Property first to give site staff an opportunity to answer prior to forwarding to AH. All chat and SMS inquiries will route directly to AH 24/7 and bypass the local office.
• Leasing Assistant –  After Hours Leasing Calls: All leasing calls received from ad sources after hours will route directly to AH. All chat and SMS inquiries will route directly to AH 24/7 and bypass the local office.

Guest Card Allotment: Pricing is based on expected volume for properties of similar size.  Properties using ‘All Leasing Calls’ are expected to receive .23 guest cards per unit, per month.  Properties using ‘Missed Leasing Calls’ are expected to receive .14 guest cards per unit, per month. Properties using ‘After Hours Leasing Calls’ are expected to receive .05 guest cards per unit, per month. Properties using ‘Live Email’ are expected to receive .10 guest cards per unit, per month. Properties using ‘Live Chat’ are expected to receive .05 guest cards per unit, per month.  Averaged across the portfolio of active properties, if guest card volume is 10% or higher than anticipated, AH will present the Customer options to either adjust the service or cost per unit moving forward (the Customer will not be charged for any overages retroactively).

 

A la Carte Options:

Leasing Assistant – Voice AI: Available for All Calls, Missed Calls and After Hours calls, this is a standalone phone solution that features an AI assistant and seamlessly hands off to the Contact Center for a human agent.

Leasing Assistant – Chat: For clients that want a standalone chat solution that features AI interactions with seamless hand off to the Contact Center.

Leasing Assistant – SMS: For clients that want a standalone SMS solution that features AI interactions over text with seamless hand off to the Contact Center.

 

Maintenance Assistant

The Maintenance Assistant by Anyone Home is a smart, AI maintenance assistant that simplifies service requests, delivers real-time information, and enhances the resident experience while reducing operational workload. This Hybrid Intelligence (Hi) solution provides AI speed and efficiency, where the Maintenance Assistant will handle the resident’s reporting of a standard or emergency maintenance request.  If at any time the resident has a preference to talk to a human or needs to talk about an emergency request, it will seamlessly transfer to an agent in our 24/7 Contact Center.

Maintenance Assistant – SMS: For clients that want a standalone SMS solution that features an AI assistant for residents to report maintenance requests over SMS with seamless hand off to the Contact Center in an emergency or as needed.

 

CRM+, CRM AI

CRM+: The platform integrates all aspects of the customer journey, and all communication types. CRM+ includes CRM: Click-to-Call, Tour Scheduler and Virtual-Guided Tours. Click-to-Call enables Customer’s leasing agents to communicate via phone and SMS with prospective leads or residents directly from Anyone Home CRM+. The Tour Scheduler allows prospects to schedule tours directly from a property’s website, including self-guided tours, virtual guided tours, and tours with an agent, leading to a great prospect experience. The Virtual Guided Tours product enables agents to instantly tour live with just the click of a button.

CRM: Reporting Assistant: An add-on for existing Anyone Home CRM/CRM+ clients that embeds an AI-powered reporting assistant directly into CRM/CRM+, enabling custom insights, simplified data analysis, executive summaries, and informed decision-making.

CRM AI: Includes all the features of CRM+ and CRM: Reporting Assistant.

SMS Business Profile: A mandatory, one-time setup fee for any property management company using SMS on the Anyone Home platform.

 

Call Tracking:

Call Tracking provides clients with source-specific phone numbers and/or call-routing capabilities without directing calls through the Anyone Home Contact Center. This standalone solution operates independently of Contact Center Services and CRM products.

 

Call Analysis:

AH will analyze and score all first-time phone leads routed through AH tracking numbers.  There are 16 default questions/review points required. Customer may choose additional questions from other available options. Customer may choose the score weighting for each question.

Volume Allotment: Pricing is based on expected volume for properties of similar size.  Properties using ‘Leasing Call Analysis’ are expected to receive .21 reviews per unit, per month.  Averaged across the portfolio of active properties, if guest card volume is 10% or higher, AH will present the Customer options to either adjust the service or cost moving forward (the Customer will not be charged for any overages retroactively).

 

Anyone Home Self-Guided Tours:

The Self-Guided Tour software platform enables prospects to tour on their own without leasing staff. Must be used with Anyone Home-provided lockboxes or with integrated third-party smart locks (must be purchased directly by customer).  Visit anyonehome.com for available third-party smart lock integrations.

SentriLock/SentriGuard Lockboxes

This option utilizes a lockbox for the actual vacant unit or model unit.  A lockbox can be placed at the point of entry to the community (for instance, outside the main office or a controlled access gate) which will contain the key or key fob to provide the prospect access to the community and unit. No wi-fi connection is required to use the lockbox.

Key Terms:

• Support for prospects utilizing the Self-Guided Tour Platform will be provided by AH.
• Lockbox Hardware: New or Refurbished Sentrilock/SentriGuard equipment will be provided by AH.  Unless otherwise noted, all lockboxes will include free shipping upon the original order fulfillment. If lockbox hardware does not operate properly during the term of service, Customer will be responsible for shipping the defective lockbox to AH.  AH will ship the Customer a replacement refurbished lockbox at no cost.  If the Customer decides to return the lockbox due to service ending or no longer wishing to use the lockbox, Customer will be responsible for shipping the lockbox to AH.  If the lockbox is not received within 15 business days for exchange or cancellation of service, and/or if the lockbox is returned and there is visible damage to the lockbox, the Customer will be charged $120 for the replacement cost of the lockbox.  No refunds or credits will be provided for lockboxes returned after 15 business days for exchange or cancellation of service.
• AH will provide instruction and resources; however, does not install, uninstall or relocate the hardware associated with this Agreement.
• AH provides an online platform at www.myshowing.com that connects vacant units/properties with prospects seeking to rent such units/properties (collectively, the “Services”), which Services are accessible at www.MyShowing.com and any other websites through which MyShowing makes the Services available (collectively, the “Site”).  The Site and Services comprise an online platform through which Customer may provide access to units/properties for prospects to visit vacancies and for property personnel to access properties through a code received from the MyShowing platform.

Intelligent Site Map – This upgrade is optional for customers using Self-Guided Tours and features a site map in the follow-up communication to prospects, highlighting where the self-guided tour unit is specifically located on the property along with the guest parking options.

Prospect Access Fee – During registration, the prospect pays an access fee. This fee includes all charges related to validation as well as personal identity/fraud identification.  Current price is $2.00 per prospect but is subject to change.

 

Additional Services Options:

RespOrg Source Tracking Numbers: If a RespOrg or ‘porting’ of a source tracking number is requested from AH at the inception, duration, or cancellation of services, additional charges will be incurred.

Custom Recordings: Custom IVR prompts are available including the specific Property name and other branding language.  There is up to a 3-week lead time, and the cost is $99 per Property.

Dedicated IP Address: Anyone Home configures a fixed or static IP address on behalf of the client.

 

Legacy Products

Maintenance Hybrid Calls: Legacy product only for existing Anyone Home customers currently billing for this product. Anyone Home provides an automated IVR to separate emergency from non-emergency calls. Non-emergency calls connect to the property and if missed, caller is prompted to leave a voicemail that is delivered to the property. Emergency calls connect to the property, and if missed, the caller is connected to the Contact Center to process the request and dispatch a technician.

CRM: Designed as the first prospect-centric lead management platform in rental housing, Anyone Home CRM integrates all aspects of the customer journey and all communication types, guiding your team to take the next step that will optimize performance.

Concierge Chatbot: A non-AI, menu-based website widget that provides tour scheduling and key property details. Includes one free tracking number.  Only clients with active subscriptions for this product will be allowed to contract add-ons.

Leasing: Live Chat for Concierge Chatbot: A non-AI, menu-based website widget that provides tour scheduling and key property details but transfers to a Contact Center human agent to interact via chat.

Leasing Live Email: the AH Contact Center will respond to all Leasing Emails 24/7.

Leasing Live Chat: A Leasing Live Chat link is provided to Customer for AH to respond to leasing inquiries.

 

Usage Product Definitions

Definition of per Guest Card: a “Guest Card” shall mean a unique, singular inquiry from a prospective tenant (“Prospect”) concerning a specific property within a single calendar month. All subsequent or duplicate inquiries submitted by the identical Prospect concerning the identical property during the same calendar month shall be consolidated into one (1) Guest Card. In the event a single Prospect inquiry about multiple, distinct properties, such inquiries shall constitute one (1) individual Guest Card per unique property, per calendar month.

Definition of per Service Request/Customer Service: A single “Service Request” is defined by the unique combination of the specific property, the category of work (e.g., electrical, plumbing), and the priority classification (e.g., emergency, standard). Multiple maintenance issues sharing the identical category and priority classification at a single property from a single tenant shall constitute one (1) billable service request. Issues differing in either category or priority classification shall constitute separate, individual Service Requests.