During the recently held Entrata Summit, members of the IRT Living team discussed how they attacked change management when implementing Entrata. The following is a brief recap of their presentation.

Change is never easy, especially when it involves a core system like your property management software. But sometimes, change is necessary to achieve growth and operational efficiency. IRT Living, a publicly traded company with over 100 communities, recently underwent a complete overhaul of its property management system, migrating to Entrata. This transition was a significant undertaking, but by focusing on careful planning, strong partnerships, and comprehensive training, they were able to achieve a successful rollout and drive positive change within its organization.

The journey began with a thorough internal discovery process. IRT Living formed a technology committee with representatives from various departments to understand their needs and pain points with the existing system. This collaborative approach not only helped the company identify key areas for improvement, but also fostered buy-in from stakeholders across the organization. Then, IRT Living sought a technology partner, not just a vendor, who could truly address Its challenges and commit to our success. Entrata proved to be the right fit, demonstrating a willingness to collaborate and customize solutions to meet our specific requirements.

Implementation was a phased approach. They started with a pilot program at a single property, allowing them to "shake out" the system and fine-tune configurations before rolling it out to the wider portfolio. This iterative process, combined with continuous feedback from their pilot teams, ensured that the system was truly aligned with our operational needs. To facilitate a smooth transition, IRT Living invested heavily in training and support. They provided a variety of resources, including interactive training sessions, user guides, and a digital adoption platform called WalkMe, which offered on-screen guidance and support.

Communication was also key throughout the process. They branded this migration project, "Leap," and generated excitement with teams through consistent messaging, transparent communication, and fun activities like "go-dark" parties, while empowering early adopter "trailblazers" to share their experiences and build positive momentum for the change.

Even after the initial rollout, the work didn't end. The team recognized that continuous improvement is crucial for long-term success. IRT Living established feedback loops to monitor the system's effectiveness and identify areas for optimization. The technology success manager played a vital role in this ongoing process, ensuring that the system continues to meet the evolving needs of the team.

Migrating to a new property management system is a marathon, not a sprint. By taking a strategic approach to change management, focusing on collaboration, communication, and continuous improvement, IRT Living was able to successfully navigate this transition and empower its teams with the tools they need to thrive.