To our valued FRONTSTEPS Customers,
As we reach the mid point of 2021, I want to share some of the advancements that FRONTSTEPS has made during the first part of the year. Introducing significant new feature enhancements, system integrations, and improving customer support have been critical goals for our teams in 2021. I’m excited to report that we have achieved the majority of our strategic 2021 goals, and we are well-positioned to help your business grow faster than ever through technology and automation.
For the past 18 months, we have been making significant infrastructure improvements to the Caliber platform, which has paved the way for deep integrations between Caliber and the broader suite of FRONTSTEPS services. The result is the industry’s most robust Community Association Management platform, which connects your team with board members and homeowners in a way that has never been seen before.
Mobile App –
The FRONTSTEPS mobile app has been a game-changer for our clients. Board members and homeowners can access all the feature functionality needed to manage their community and homes quickly and efficiently. For example, board members can view board documents, work orders, violations, architectural change requests (ACRs), and more. They can even approve ACRs and access additional functionality right from their mobile devices. Homeowners also have a rich set of functionalities on their mobile devices, which means everyone gets what they want when they want it. The entire FRONTSTEPS Suite of technology eliminates calls and emails to your team, so your team can grow beyond managing tedious tasks. This provides your company with unprecedented opportunities to grow while maintaining service levels and reducing costs. More enhancements are coming soon, and we will continue to keep you updated on our progress through our product roadmaps, feature announcements, press releases, and the FRONTSTEPS blog.
In May, we announced a new integration between FRONTSTEPS Community and FRONTSTEPS Security (dwellingLIVE) that dramatically advances neighborhood safety, homeowner convenience, and workflow automation. Manually updating data between systems can be a rigorous task. With this integration, management companies can keep their data in sync with security hardware by simply updating their Caliber system. This integration also maximizes community security by ensuring that hardware and software systems constantly work with the most accurate data and do not wait for manual updates.
Customer Service –
Customer satisfaction is, and always has been, a top priority for our Support teams. During the first half of 2021, we set out to achieve ambitious goals, all of which aimed to be more responsive and helpful than ever, earning your trust through our actions. We started the year with a vision to reach Four 4’s in our key customer support metrics;
- 4.4 or Greater Customer Satisfaction Score
- Less than half a day (.4) initial response time
- Less than a business week (4 days) on average to resolve issues or get the technical details to our developers
As of June 30th, you have given us a 4.45 CSAT rating; we’ve responded on average in 0.15 days and are solving issues in just over 8 days. We will continue our drive towards best-in-class service by listening and studying your feedback while growing, training, and educating our software specialists to support our industry-defining, integrated FRONTSTEPS Suite of products.
Marketing Support –
Our marketing team has been hard at work developing a series of presentations and videos that management companies can share with their boards to help drive technology investments throughout their associations. These assets and presentations will help management companies communicate why software is essential and how the FRONTSTEPS Suite is a resource every homeowner should have in their community.These marketing assets can be accessed by contacting your FRONTSTEPS account representative. We have teams of people at FRONTSTEPS who can help you customize these assets to maximize the effectiveness of these messages to your client base.
The FRONTSTEPS Suite Life –
Recently, we’ve seen our competitors engage in aggressive tactics to communicate negative messages with our customer base instead of promoting the value of their products and services. FRONTSTEPS will always remain professional and focused on the value we bring to you, our customers. We look forward to continuing to win your business daily through the rollout of best-in-class products and services. Our mission remains squarely focused on your growth and success.
If you would like to learn more about the FRONTSTEPS Suite or any of our integrations, please don’t hesitate to reach out to me at [email protected] or the sales team at [email protected]. I love staying connected to as many customers as possible, so feel free to book time on my calendar if you wish to connect and share your thoughts.
Thank you for allowing us to continue to serve your business and your customers,