How Liss Property Group Overhauled Their Operating Model with EliseAI + EliseCRM

Liss Property Group is a Pennsylvania-based real estate management firm that owns and manages approximately 1,750 units across 18 properties in the Greater Philadelphia area. Founded by William and Jason Liss, and managed by Principals and co-managing members Jason Liss and Jordan Liss, the company has spent almost 30 years cultivating its reputation as a provider of quality housing experiences for renters. As many regional operators are familiar with, Liss Property Group constantly strives to balance high service standard delivery across multiple properties while keeping operational costs in check and performance metrics trending upward.

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Entering 2025, the Liss team knew something wasn't quite right. High-level performance metrics lagged behind their goals, and their existing tools made it nearly impossible to drill down in order to identify the root causes of these issues. They could see the symptoms—occupancy rates stuck below 90%, agent workflow bottlenecks, and inconsistent marketing performance across properties—but lacked the granular visibility needed to diagnose and fix the underlying problems. This operational blind spot prevented them from making the strategic changes necessary to move the needle on performance.

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Before rolling out EliseCRM, Liss Property Group was flying (partially) blind. Their existing systems failed to deliver the actionable insights into agent performance, marketing spend, and leasing velocity Jason and Jordan needed to drive meaningful change. The team faced three critical challenges that compounded into a larger operational crisis:

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• Inability to Diagnose Issues: The Liss team could see that occupancy rates were stagnating below their 95% goal in their backend, but couldn't tell what the precise causes of operational drag were. Was it a response time problem in the leasing office? A marketing spend issue? Poor agent performance? Without the ability to analyze performance at a granular level, they were making decisions in the dark.
  
  
• Opaque Reporting: Extracting useful information from their previous tools was an exercise in frustration. Simple tasks like pulling performance reports or tracking individual agent activity consumed valuable time that could have been spent solving problems rather than simply identifying them.
  
  
• Centralization False Start: In an effort to improve efficiency, Liss Property Group had attempted to centralize operations with a four-person team managing all 1,750 units. Without the proper visibility tools, this centralized model quickly became "a glorified call center" rather than an effective property management operation. Maintenance technicians were showing apartments, leasing workflows were breaking down, and senior leadership lacked the oversight they needed to ensure their consistent service delivery standards were being met across the Liss portfolio. 

The breaking point came in early 2025 when Jason Liss realized they had been stuck at the same performance level for three years despite their best efforts and tons of hard work. They were pushing up towards the 95% occupancy metric that they had targeted internally, but couldn’t seem to quite close the gap in spite of their best efforts to innovate and improve. 

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Jason and Jordan came to a realization: they needed complete operational visibility in order to understand what was broken and how to fix it. Flying partially blind just wasn’t cutting it anymore. The solution they found? EliseAI + EliseCRM.

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In April 2025, Liss Property Group implemented EliseCRM, seeking not just another CRM but instead an AI-powered command center that would reveal the truth about the good and bad of their operating model. What they discovered in the platform changed everything about how they ran their business.

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EliseCRM made previously hard to find (or non-existent) data accessible, actionable, and immediately useful. Suddenly, the Liss team could see exactly where they were falling short and, more importantly, what to do about it. The platform's intuitive reporting capabilities eliminated the frustration of their previous system, allowing team members to pull the insights they needed in minutes rather than spending hours digging through complicated interfaces, while 24/7 AI-powered lead nurturing and resident support from EliseAI’s other products ensured residents and prospects alike benefited from consistent communications.

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With EliseCRM, the Liss team could now monitor leasing performance, track delinquency rates, analyze renewal outcomes, and assess maintenance response times in a single, easy-to-navigate platform that also served as the nerve center for their AI products. This holistic view allowed them to identify patterns and correlations they had never been able to see before. When occupancy lagged at a specific property, they could now drill down to understand whether it was due to poor lead response times, ineffective marketing spend, or agent performance issues.

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In addition, the Liss Property Group now had an empirical tool they could use to evaluate individual agent performance with precision. The system revealed which team members were excelling at converting leads, who needed additional training, and where coaching could make the biggest impact. This granular visibility extended across all 18 properties, allowing leadership to identify best practices at high-performing locations and replicate them across the portfolio.

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Perhaps most importantly, EliseCRM gave the Liss team the confidence to make bold operational changes backed by data rather than gut feeling. When they decided to restructure their company and move away from the call center model they had tried, they could use EliseCRM's insights to design territorial offices optimized for performance. They knew exactly how many agents each territory needed, what workflows to implement, and how to set realistic but ambitious performance targets based on actual data rather than guesswork.

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The impact of EliseAI + EliseCRM on Liss Property Group's operations has been nothing short of transformational. With clear visibility into their business, the team was able to identify problems, implement solutions, and watch their performance metrics climb to levels they had previously thought impossible. And with 24/7, AI-powered automation handling over 90% of transactional communications, the Liss team had the support they needed to improve conversion rates.

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After being stuck hovering around 90% occupancy for years, Liss Property Group saw their rates jump several percentage points, finally achieving the 95% target that had eluded them for so long. This improvement directly resulted from the operational changes they made based on EliseCRM insights, changes they simply couldn't have made without understanding where their processes were breaking down. 

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The performance increases didn’t stop at occupancy—the Liss Property Group team saw measurable gains in every key performance indicator they monitored. Leasing velocity improved as agents became more responsive and effective, coupled with lead nurturing from LeasingAI. Delinquency rates decreased as the team implemented more proactive outreach strategies, as supported by EliseAI’s Delinquency product. Renewal rates climbed as property managers gained visibility into resident satisfaction trends, and as the Renewals product delivered customized renewal offers to residents. Maintenance operations improved with EliseAI’s VoiceAI product handling resident issues around the clock. While not every improvement could be attributed solely to EliseCRM, the platform provided the visibility that enabled the Liss team to go out and achieve these outcomes.

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The time saved by EliseCRM's intuitive reporting interface translated directly into more time spent on strategic initiatives rather than administrative busy work. Team members who previously spent hours trying to extract basic reports could now get the information they needed in minutes, freeing up capacity for higher-value activities like coaching agents, analyzing market trends, and building relationships with residents.

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For Liss Property Group, EliseCRM is a crystal clear window into their operations that allows them to diagnose and solve issues they otherwise may never have identified. With EliseCRM providing the clear view of their business they’ve always wanted, the Liss Property Group Team has been able to make the changes that matter, and achieve the performance they always knew was possible. When coupled with the rest of EliseAI’s agentic AI solutions, the combination of visibility and performance delivered impressive outcomes for Liss. Cheers to Jason, Jordan, Todd, and the whole Liss team for showing what’s possible when strong leadership and vision are paired with increased operational visibility.