For asset managers like Jayme Buhlman at NorthRock Companies, balancing the demands of property performance with ensuring seamless day-to-day operations can be challenging. Jayme’s primary role is to ensure that properties meet investor expectations while also supporting property managers in delivering an outstanding resident experience. While providing in-demand services like high-speed internet to residents can contribute to an enhanced living experience and increased NOI, leaving the property staff to manage these bulk programs can pose a significant obstacle.
For NorthRock, that’s where Onboard steps in. As an integrated technology management partner, Onboard takes the operational burden of a bulk internet program off property teams while driving a better resident experience and increased NOI.
Streamlining Operations for On-Site Teams
When it comes to managing and supporting bulk internet programs, Onboard takes the heavy lifting off property teams, delivering seamless resident and staff support and ongoing management throughout the contract. “With Onboard, our communities’ bulk services are managed completely by their team,” explains Jayme. “They provide concierge-level service, handling everything from provider research to contract negotiation and even resident support. They manage it all, so our staff can focus on leasing and operations without being distracted by tech issues.”
Onboard starts with understanding the unique needs of each property, identifying available providers, evaluating existing telecom contracts, and negotiating new agreements that maximize value for both residents and property owners. Jayme emphasizes the importance of this hands-on support: “Onboard does the market research, recommends competitive rates, and negotiates the contracts. It’s all taken care of for us.” Without Onboard, Jayme explains that those tasks often fall to asset managers or on-site staff who may lack the expertise or bandwidth to manage them effectively.
Avoiding Costly Missteps
After the initial contract negotiation and program launch, Onboard remains committed to providing robust ongoing management. Led by its dedicated customer success team, Onboard’s hands-on approach helps properties avoid costly errors. At one property where a critical issue arose—with potential service interruptions as a result and repeated attempts by management to resolve the issue—it remained unresolved until Onboard stepped in. “The Onboard team helped us bridge the communication gap by working directly with the provider and ensured that everything was resolved,” Jayme says. “It’s an extreme example, but it speaks to Onboard’s effectiveness.”
This level of support not only saves time but also protects the property’s reputation and resident satisfaction. By serving as a key liaison between the various stakeholders of a bulk tech program, Onboard ensures smooth operations and uninterrupted service long after the initial launch—a critical factor in maintaining resident and on-site staff trust.
Driving Increased NOI
For Jayme, the value Onboard brings goes beyond operational efficiency. An Onboard-managed program helps to ensure that NorthRock’s properties meet investor expectations, a key function of his role. “The boost to net income is better than most other programs you can add to a community,” Jayme explains.
Most importantly, the program’s revenue potential is paired with a focus on resident satisfaction. Onboard ensures that residents receive high-quality internet at competitive rates, making these programs a win-win for everyone involved. “As long as it’s programmed in a way that benefits residents, with internet speeds and costs that meet their expectations, it’s a huge win for apartment owners.”
Onboard’s partnership with NorthRock is invaluable to asset managers like Jayme, who often juggle multiple responsibilities. “Onboard has the established industry relationships and processes to ensure that everything is seamless,” he says. “They’re not just a technology management partner—they’re a true extension of our team, preventing issues before they arise and ensuring resident satisfaction along the way.”
Looking Ahead
As the demand for high-speed internet and smart technology continues to grow, the need for a robust technology management partner will only increase. Onboard’s expertise in streamlining these programs while providing reliable support to ownership groups, residents, and on-site staff ensures a streamlined and successful bulk program. For NorthRock, the partnership with Onboard has been instrumental in achieving its goals and ensuring the long-term financial success of its properties.
