Case Study: ECI Group streamlines work orders and boosts collections with SmartRent

ECI Group Gaining Greater Efficiencies Through Streamlined Solutions

ECI Group, a privately owned multifamily real estate organization in the southeast United States, was struggling with a dysfunctional CRM that created duplicate work orders and overwhelmed service teams. Residents could call in the same maintenance issue multiple times, and the system would generate a new ticket for each request, leading to redundant work and poor efficiency. ECI Group turned to SmartRent, using solutions including Work Management and Inspection Management, to address the problem.

With SmartRent, ECI Group streamlined service operations, improved resident communication, and reduced duplicate effort through better ticket management and direct in-app messaging. The platform also helped teams handle emergency situations more effectively and support contactless service, while leasing staff could focus more on collections and customer service. Measurably, ECI Group reported an overall collection rate of almost 92%, above the NMHC average of 84%, and said communities using SmartRent solutions had the lowest delinquency rates in the company.

ECI Group

Emily Mask

Associate VP of Operations and Revenue