Case Study: Landmark Apartment Trust achieves near-100% call answer rates and 75x ROI with Entrata's Leasing Center

Landmark Calls on Leasing Center

Landmark Apartment Trust, Inc. is a publicly registered, non-traded REIT that owns and manages over 30,000 apartment units across the southern United States. As call and tour volumes grew, on-site leasing teams were missing a large share of incoming calls while tied up with tours and resident needs, prompting Landmark to pilot Property Solutions’ Leasing Center™ to ensure prospects and residents were consistently answered.

Using Property Solutions’ integrated platform, Leasing Center agents handled unanswered daytime and all after-hours calls with real-time access to availability and resident tools. In a three-month pilot across two properties, Leasing Center sites answered nearly all calls (vs. 31–67% missed at comparable properties), achieved a 46% appointment conversion, generated nine leases, delivered an estimated ~75x return on investment, freed almost 65 on-site work hours, and earned 80% satisfaction with 78% of callers saying the interaction increased their desire to live at the community; Landmark subsequently rolled the service out across its portfolio.

Landmark Apartment Trust

Brittany Wagner

Support Manager