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Higher Show Rate for AIGT vs. Guided Tours
Of AI-Guided Tours Conducted Outside of Office Hours
Of New Leases Signed Originated from AIGT
GoldOller Real Estate Investments is a differentiated real estate company, managing a portfolio of over 48,000 units spanning from New York to Florida to Michigan. Founded by industry leaders Richard Oller, Jeffrey Goldstein, and Jake Hollinger, the company focuses on delivering high-touch, personalized service, and managing resident experiences rather than just managing communities.
GoldOller's portfolio includes a diverse mix of both market-rate and affordable housing communities, along with single-family homes. GoldOller leverages an innovative and tech-focused approach to multifamily management across their portfolio, constantly seeking out new, innovative tools that help improve both the resident and onsite experience. The proof is in the data points—we’ve already covered GoldOller’s incredible employee-retention success story, and their rapid year over year ascent up the NMHC Top 50 chart showcases an impressive commitment to scaling their offerings with best-in-class tech and processes. It was this approach to expanding the capabilities of their teams that first led them to investigate EliseAI’s AI-Guided Tour product.
For years, self-guided tours had been on GoldOller's radar as a potential solution to better meet changing prospect behaviors and preferences while continuing to reduce pressure on onsite teams to work around the clock. The company had even deployed a self-guided tour platform at one community to test the waters, but unfortunately were underwhelmed by both the price point and the conversion rates of the product, making it difficult to justify broader adoption across the GoldOller portfolio.
From an experience standpoint, GoldOller identified an important gap. While prospects could access units independently, the tour itself lacked the guided, high-touch feel that defines the GoldOller leasing experience. Engagement during the tour was limited, and prospects did not have a way to ask questions or receive information in real time. The lack of a strong CRM integration meant the prospect journey was fragmented, requiring onsite teams to manually piece together the story of each lead. When the tour ended it fell entirely on leasing agents to pick up the conversation and try to convert prospects, creating delays that allowed leads to cool off or explore other options.
The missed opportunity became even clearer when considering prospect behavior. GoldOller's teams were capturing tours during traditional business hours, but what about the prospect who wanted to see a unit at 7 PM on a Wednesday? Or the out-of-town renter who happened to be in the neighborhood on a Saturday afternoon? Without self-guided options, those high-intent prospects either had to wait days for availability or took their search elsewhere.
For Megan Hicks, Director of Marketing at GoldOller Real Estate Investments, self-guided touring was on the radar when Jake Hollinger, GoldOller’s CEO, identified it as low-hanging fruit and tasked her team with finding a scalable, portfolio-wide self-guided touring solution. Given GoldOller’s existing partnership with EliseAI and a shared focus on intelligent automation, Megan and her team quickly identified EliseAI’s AI-Guided Tours as a natural evolution of self-guided touring, designed to address the experience and operational gaps they had identified. They decided to roll AIGT out across 5 communities in their portfolio to test if this tool was right to plug the holes in their leasing funnel.
When evaluating AI-Guided Tours against other platforms in the market, the differences were immediately apparent to Megan and the GoldOller team. It was the only self-guided touring product on the market that created a complete, intelligent experience that mirrored the quality of an in-person tour while offering the self-service, round the clock convenience. Fundamentally, AI-Guided Tours reimagine what a self-guided tour experience could be. Instead of leaving prospects to navigate units alone with only pre-tour instructions, the AI actively engages throughout the entire journey. Prospects can ask questions, get information about amenities, inquire about lease terms, and receive guidance—all in real-time as they explore the property. For an organization like GoldOller that prides itself on attention to detail and creating experiences over simply leasing units, AIGT fits perfectly into their strategy.
AIGT’s seamless integration with EliseCRM, GoldOller’s single source of truth for all resident and prospect data, was another critical differentiator. This visibility meant no more fragmented data or manual tracking. From the moment a prospect books an AI-Guided Tour through their post-tour engagement, every interaction is captured and accessible to both onsite and centralized teams.
For all its sophisticated technology and access control requirements, AI-Guided Tours could have easily become another complex rollout that stretched GoldOller's corporate and site teams thin. But EliseAI's consultative approach to implementation made all the difference. EliseAI's dedicated implementation specialist for GoldOller coordinated everything from lock installations to site team training, personally traveling to properties to ensure setups were completed correctly. This hands-on support kept the rollout moving forward without requiring constant involvement from GoldOller's corporate marketing team.
The EliseAI team's support-focused approach extended beyond implementation. They continuously checked in with GoldOller to identify ways to smooth out the process, adapting their support as they learned what worked best, and giving GoldOller the confidence they needed to continue expanding from their original pilot five properties to assets across the rest of their portfolio.
One of GoldOller's pilot properties provided a compelling example of how AI-Guided Tours changed operations for site teams. The community manager there was stretched thin with resident support and daily responsibilities, expressing significant apprehension about adding another system to manage. But once AI-Guided Tours went live and she saw the leasing activity it generated, her perspective shifted completely. She went from questioning whether she had bandwidth for the rollout to calling it "the coolest thing ever" and crediting it with significantly helping her team achieve their leasing goals.
Overall, data from the pilot has backed up the anecdotal enthusiasm. GoldOller discovered that AI-Guided Tours were achieving slightly higher show rates than traditional in-person tours—a particularly significant finding given that improving show rates was a key focus area for the team. The hypothesis? AI-Guided Tours allow prospects to book and tour within a much shorter timeframe—often the same day—striking while interest is highest. Traditional tours that require scheduling days in advance give leads time to cool off or explore other options. Overall, AI-Guided Tours outperformed conventional tour show rates by 3.4%, and contributed 42.7% of net new leases across the communities where the product was deployed. And, with 25% of AIGT tours occuring after-hours, GoldOller created new opportunities for lead conversion they otherwise would have lost.
For site teams, the operational impact went beyond just handling increased tour volume. The recovered time allowed leasing agents to redirect their energy toward what drives long-term value: building relationships with residents, addressing maintenance concerns proactively, and creating the kind of community experience that turns one-year leases into multi-year tenancies.
GoldOller's success with AI-Guided Tours demonstrates the value of a true partnership approach. EliseAI's dedicated support throughout the rollout removed the typical burden of deploying new systems, with hands-on coordination of everything from lock installations to site team training, helping GoldOller make an impact across the entire renter lifecycle. Prospects get the convenience they expect, site teams get time back to focus on retention and resident service, and GoldOller captures leasing opportunities that would have otherwise slipped away. When self-service technology that actually makes operations easier is coupled with one of the best brands in multifamily, the results follow—something GoldOller Real Estate Investments is demonstrating every single day.
Megan Hicks brings over a decade of multifamily experience with deep expertise in marketing strategy, resident engagement, and customer experience. Her career has been centered on driving leasing success, elevating brand presence, and enhancing the overall prospect and resident journey. As Director of Marketing at GoldOller, Megan leads strategic initiatives that strengthen digital visibility, streamline the leasing experience, and support operational and portfolio-wide growth. She is passionate about leveraging innovative technologies and collaborative partnerships to drive measurable results. Megan is also committed to philanthropic efforts and fostering meaningful community connections, bringing a thoughtful and people-focused approach to every aspect of her work.
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