How RPM Living Scaled Their Managed Services Offering with EliseAI

RPM Living is a leading property management company known for delivering exceptional resident experiences across their diverse portfolio, with nearly 220,000 units under management. As part of their commitment to delivering exceptional and asset-optimizing service at scale, RPM Living has stood up an innovative Managed Services division that centralizes, automates, and streamlines workflows across both the applicant screening and decisioning process, and resident account management.

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In crafting this program, RPM Living selected EliseAI as a core technology to improve portfolio leasing, resident concierge services, maintenance request intake, renewal management, and resident account management. After piloting this program over the last year RPM has seen extremely strong client demand for this offering, with nearly 50,000 units signing up during the current 2025 budgeting season.

For the RPM team, finding new and innovative ways to increase asset value while also improving the resident and associate experience is a key component of what differentiates RPM from other fee managers in the market. Part of the challenge of working with a portfolio the size of RPM’s is finding ways to implement these innovative approaches at scale. While a smaller operator might have the luxury of standing up a bespoke Managed Services-like offering for a small subset of their portfolio, RPM has to deal with the additional challenge of offering this service at scale across their assets. They have addressed this by instituting a best-in-class, standardized operating model that scales across any geography, any asset type, and flexibly partners with operations to meet client needs.

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Today, RPM’s Managed Services team works both within and outside the EliseAI platform to improve financial outcomes for their clients. EliseAI’s agentic AI offerings manage the bulk of communications and workflows at scale, with the Managed Services team serving as a layer of oversight and optimization for the platform. They monitor and update community knowledge bases to maximize the automation rate, manage task handoffs to ensure smooth transitions between AI and onsite teams, coordinate renewal offers and generate non-payment letters, and handle vendor coordination and account process administration.

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This hands-on approach to managing EliseAI's platform helps RPM Living communities derive maximum value from the technology while reducing the operational burden on their onsite teams, delivering fantastic resident experiences, and creating strong financial outcomes for clients. RPM clients have seen their key performance metrics relative to market improve, such as occupancy, rent collection rates, renewals, and reduced operating costs in areas like marketing and tech spend.

The combination of EliseAI's AI products and strategic Managed Services support has driven significant performance improvements for RPM Living across every area of operations.

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On the leasing side, RPM Living’s Managed Services team achieved a 2% increase in occupancy rates through AI-supported nurturing and responsiveness. With a 29% average lead-to-tour conversion rate and 100% lead response rate, EliseAI helps ensure RPM maximizes the value of every marketing dollar. 

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On the bad debt reduction front, on-time rent payments improved by 8% with EliseAI + Managed Services, with personalized, automated payment reminders answering resident questions in real time and helping increase collection rates. Today, RPM Living communities are collecting an additional $3,700 on average in delinquent rent per community per month. The AI shares ledger details proactively by email or text, places outbound calls and schedules follow-ups when residents commit to paying, and pauses communication during disputes to allow for human intervention.

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The impact on maintenance operations has been substantial. RPM Living saved 200 hours in maintenance communication across their portfolio, with 72% of AI-initiated maintenance requests completed within two days, and emergency maintenance de-escalation improved by 14%. RPM residents can text, email, or call to file work orders, with EliseAI collecting details from conversations, prompting residents with DIY troubleshooting steps when appropriate, and routing emergencies to the right team while de-escalating non-urgent requests.

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RPM Living accelerated their renewal process by 8%, reducing the time it takes to secure renewals and reducing vacancy loss, while also increasing their renewal conversion rate by 7% compared to national averages. Communities leveraging EliseAI + Managed Services improved in-place rent by 1.9% and saved 7 hours weekly managing the renewal process. Survey results showed a 10% increase in resident intent to renew, demonstrating that the automated approach improves resident satisfaction.

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Perhaps most significantly, EliseAI enabled 91% of automated communications, creating 186 hours of incremental capacity per community per month. That's time onsite teams can redirect toward tours, resident events, property improvements, and the personal interactions that build community and drive renewals.

The success of RPM Living’s Managed Services offering clearly demonstrates what's possible when agentic AI technology is paired with strategic team structures, specialization, and a strong commitment to maintaining service quality. By automating the routine and repetitive communications that consume so much of their teams' time, Managed Services has created capacity for onsite associates to focus on what they do best while also driving improved returns for RPM’s client base. A majority of RPM’s largest clients have already enrolled in the Managed Services offering, seeing results in real time and helping optimize the offering through consistent feedback.

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The outcomes speak for themselves. Managed Services and EliseAI have driven higher occupancy, better collections, faster renewals, more efficient maintenance operations—all while improving the resident experience and stewarding assets responsibility. For RPM Living, EliseAI hasn't replaced the human touch that defines their brand. Instead, it has amplified the Managed Services offering’s ability to deliver that human touch at scale, improving client outcomes and maximizing asset value.