Case Study: Cortland achieves faster resident responses and a stronger online reputation with Reputation.com’s Actions

Cortland - Customer Case Study

Cortland, an Atlanta-based national property management firm with more than 200 locations and 5,000 apartment homes, needed scalable tools to manage resident communications and maintain consistent customer experiences as the company grew. To address this challenge, Cortland partnered with Reputation in mid-2018 and implemented Actions, Reputation’s ticket management solution, to centralize and supplement its communication channels.

Reputation’s Actions gave Cortland a single dashboard for resident feedback, enforced a 24-hour SLA for responses, and increased staff accountability—leading to faster response times and stronger customer interactions. As a result, Cortland has improved its online reputation, is ranked among the National Multifamily Housing Council’s top owners for Online Reputation Assessment, and now leverages communication data to identify operational patterns and drive company-wide customer experience improvements.

Cortland

Braxton Bodenhamer

Online Reputation Manager