Using Texting to Safely Communicate During Covid-19

During the Covid-19 health risk, ResMan’s Bi-Directional Texting feature combines the convenience of modern technology with world-class customer service. Blast out automatic text templates or send personalized messages right from the computer and residents respond directly from their phone.   

Step-by-Step Instructions

Set up Residents’ Phone Number and Contact Preferences 

In order to send a text message through ResMan, you need to make sure you have a current mobile number. You can add individual numbers on the “Personal Information” section on their resident page. Each resident can determine how they prefer to be notified.  This is done through their notification settings in their Resident Portal. In the top right corner of the Resident Portal, they will click on the gear icon to be taken to their notification settings. 

Create Text Message Templates 

To create templates, navigate to Tools > Messaging. Here you can access a list of all your current templates (both email and text), send messages and create new templates. Click New Template from the green submenu bar. Since the New Template screen is for both email and text, the bottom of the screen is where you will find text messages. Create the message you want. You can also insert merge fields into the text. 

Send an Individual Message 

To send individual messages, you can click the phone number under the resident’s page. This will direct you to the messaging screen where you can send a text to that resident. You can also send individual messages through the Communication Log module on the resident account page or by clicking on the Communication button on the Efficiency Ribbon. 

Send Bulk Messages 

The other option is to send bulk messages with customized parameters. Navigate to Tools > Messaging > Send Bulk Message (green sub-menu bar). Select the property, template type, template and the sending method. Customize the recipient parameters and click Get Recipients. You can preview each message prior to sending out the messages. Once everything looks correct, click send. The messages are stored on their communication log as well as the Sent Messages tab on the sub-menu. 

See Texts from Residents 

The Communication button on the Efficiency Ribbon shows you messages that come in from residents from the Resident Portal as well as text messages.  If you see a number outside this icon, hover over your mouse over the number.  The number of text messages, as well as portal messages you have for each property, will display. If you click on the “Communication” icon or the number indicating how many text messages you have, you’ll see the following screen displaying the text messages that have come in. 

Monitor your usage 

You will want to be aware of how many messages you are sending and receiving, since you may be paying for this service based on your usage. 

Step 1: Navigate to Tools > Messaging > Usage (green sub-menu bar). 

Step 2: Select the desired property and date range. 

Step 3: Click Go. 

 

Note:Here are some points you should be aware of:  

  • One text message can have up to 160 characters; otherwise, it counts as multiple messages.
  • Your total usage includes both texts sent and received.
  • Know how many texts you have paid for each month, and compare that to your total from the chart above.

Committed to Service and Support Through COVID-19

To our Valued Customer & Partners,

As a leading property management SaaS platform provider, ResMan is honored to work with customers and partners across the United States. Despite the uncertainty over the coronavirus (COVID-19), I wanted to personally assure you that ResMan will continue to deliver the same level of service excellence you’ve become accustomed to. And we are taking steps to raise our focus beyond our usual high standards on the health and well-being of everyone associated with ResMan, while also supporting local health officials as they work to contain the virus. Specifically, we are taking the following actions:

For Our Customers

  • Training | If you have a scheduled training session, your trainer will reach out within the next five business days to adjust to virtual training sessions.
  • Support | Our employees are equipped to seamlessly connect with our colleagues and you in a secure and productive environment while working remotely at any time. We feel confident in our continued ability to serve your business during our regular business hours, Monday – Friday (8 am – 7 pm CT), regardless of our physical work locations. Need help? Our team has your back. Open a live chat from within the  Customer Portal, and our experts will be happy to assist you.
  • Onboarding | If you are scheduled or currently in the onboarding process, your schedule will remain the same. However, should you need to make any changes, please reach out to your project manager directly, and we will work to accommodate your needs.
  • ResMan Edge | We’re pleased to note that our first user conference (ResMan Edge) will still go on as planned in Nashville, TN, October 4-6, 2020. If you have any questions, please contact us at resmanedge@myresman.com.
  • CDC Guidance | We encourage you to follow the CDC’s suggested  hygiene practices  to reduce the spread of the virus.

For Our Partners

  • ResMan Extend Partner Network | We are currently not hosting or visiting partners onsite. All meetings will move to a teleconference. If you have reduced capacity or need to provide alternative contacts to us for partnership initiatives or support, please reach out to vendorsupport@myresman.com. Alternatively, we can also be reached for immediate assistance via phone at 888-702-0971.
  • Partner Integration Timelines | All previously defined timelines have not changed. We will notify you individually if our established timelines need to change in the future.
  • ResMan Edge Sponsorships | We are pleased to continue to welcome sponsors for ResMan Edge and have no plans to cancel this event. Question regarding your sponsorship? Contact us at  resmanedgesponsors@myresman.com.

In Our Office

  • Cleanliness | We have implemented a comprehensive cleaning and sanitizing protocol in our offices that will take place multiple times a day. These steps are in addition to our already industry-leading protocols in place.
  • Travel | We are minimizing travel to events, customer sites, and between our offices to ensure that we are not contributing to the spread of this virus in any way. This means, we regretfully will not be showcasing ResMan at many industry events over the next few months or sending individual representation.
  • Work from home | We are also doing whatever we can to make sure our staff remain healthy and have the flexibility to stay home if they choose to or need to take care of loved ones.

In short, everything we are doing at ResMan is to make sure we provide the best possible support and safest experiences for you – our valued customers and partners. Please look for more information soon regarding how you can leverage your software to keep you and your residents safe.

We will keep monitoring this situation, and I will follow up with you again if there are any other updates.

Thanks, so much for your time, be well.

Paul Bridgewater | CEO | ResMan