Pilera Updates & News
In this release, we’ve rolled out new ticket charts to help you get granular insights into your operations. Read on to learn more!
Get granular insights with ticket charts
The new ticket charts in Pilera enable you to understand your operations better and identify trends impacting your team’s work. You can run charts for work orders, support, architectural change requests, request for proposals (RFPs), task management, rule violations, and incident management based on your selected filters and date range. Whether you are analyzing ticket volume, problem patterns, or team workload, these new charts will help you make more informed decisions for your communities or company.
New charts include:
- The trend of open versus closed tickets over time.
- A breakdown of tickets by priority.
- A breakdown of tickets by category
- The percentage of open, closed, and deleted tickets.
- Tickets by status – any, new acknowledged, in progress, in review, on hold, completed, canceled, rejected, or deleted.
- A breakdown of work assigned to managers, board members, or vendors.
Activity Dashboards are now called Incident Dashboards!
We have renamed the Activity Dashboard area in Pilera to Incident Dashboard.
But don\’t worry; you will find the Incident Dashboard in the same place! Navigate to Tickets, and then click on Incident Dashboard to access and manage your tickets.
About Pilera
Pilera Software is the premier community and property management software that has helped thousands of community managers enhance communications, improve customer service, and manage compliance and operations. To learn how Pilera can help to improve efficiency and reduce costs, book a personalized demo.
We are thrilled to announce that we have been recognized as Category Leaders by GetApp, a free online service that helps organizations find the right software in the Property Management category. Category Leaders rankings highlight top-ranked North American software products based on end-user ratings in five key areas: ease of use, value for money, functionality, customer support, and likelihood to recommend. The research methodology is available here.
GetApp’s recognition of our software in the software category is a significant achievement for us. It is a testament to our commitment to providing a high-quality solution that meets the needs of businesses across various industries. It also serves as a valuable endorsement for businesses seeking effective software solutions. We have always strived to achieve higher customer satisfaction. Pilera has an overall rating of 4.8/5 on GetApp.
See what our clients say about us!
“One of the best features Pilera has to offer would be the search function. To be able to search for names across all of the HOAs we manage is a time-saving function we utilize daily. Also, integrating and syncing with our accounting software is extremely helpful as well.”
Emily H.
“Experience has been good. We use lot numbers for our homes as tracking for certain information and when we asked tech support on how we could make this work the person in the Tech Department worked with us and he came up with a way to solve it.”
Mark G.
“Pilera has been influential in helping me become more acclimated to my job as a property manager. It allows me easy access to reaching out to residents, as well as tracking the history of communication between management and homeowners. I would absolutely recommend this software to any and all property management firms.”
Nick K.
Want to review Pilera Software on GetApp? Click here.
Here’s what our CEO, Ashish Patel, has to say about this recognition:
“We’re thrilled to be a part of GetApp\’s list of Category Leaders in Property Management Software. We’re very grateful to our clients and team who made this happen! Pilera initially started as a way for managers and board members to enhance communication with their residents. With over 14 years of experience, Pilera has evolved into the industry\’s most robust automated communication and client services platform. We continue to release new features that are shaped by our client\’s feedback and experience.”
About Pilera
Pilera Software is a premier community and property management software that has helped thousands of community managers enhance communications, improve customer service, and manage compliance and operations for over 14 years. Our community management platform empowers managers, board members, and residents to build thriving communities together through our collaborative platform.
About GetApp:
GetApp is the recommendation engine SMBs need to make the right software choice.
GetApp enables SMBs to achieve their mission by delivering the tailored, data-driven recommendations and insights needed to make informed software purchasing decisions. GetApp is a Gartner company. For more information, visit www.getapp.com.
Disclaimer:
The GetApp Category Leader badge is a service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. The GetApp Category Leader constitutes the subjective opinions of the individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, GetApp or its affiliates.
Greetings! We’re back with another exciting new feature this month that many of our customers have been asking for, architectural change request committees!
New Architectural Change Request Committee
Our clients needed a better way to streamline the review and approval process for architectural change requests. In this month’s release, we’re excited to introduce the new ACR committee role! Read on to learn about this new feature!
Create your ACR committee
You can now assign residents and board members the role of an ACR Committee Member so they can access ACRs, approve them, and stay informed throughout the process
Approve or reject ACR tickets
Committee members can create, edit, update, approve, and reject architectural change request tickets. These features help committee members and managers speed up the architectural review process.
Send and receive email notifications
When creating or updating an Architectural Change Request ticket, you can choose to notify all committee members by email. Notifications are a great way to keep committee members informed when you have a question, an update to share, or need approval.
Committee members can participate in ACR conversations
Committee members can view and submit comments on the architectural change request through the comment visibility option. The comment visibility allows for comments to be sent and tracked among different groups:
- Resident, board member, committee & managers
- Private internal comments among Board Members, committee, and managers
See which ACRs are assigned to committee members
The Architectural Change Request dashboard now enables you to filter by a specific committee member, empowering your team to find bottlenecks and resolve them to keep things moving smoothly. This is a great way for committee members to see all the ACRs that are assigned to them for approval. Additionally, committee members can generate reports on-demand to discuss during board meetings.
Enhancement:
Add quick comments to Request for Proposals (RFPs)
Last month, we introduced RFP Plus, a platform that centralizes all your request for proposal activities, documents, and conversations in a single place. In this month’s update, we’ve enhanced the platform with the ability to add quick comments to your RFP tickets. The quick comment functionality enables you to create templates of common responses, so you can reply to vendors faster and keep your message consistent.
About Pilera
Pilera Software is the premier community and property management software that has helped thousands of community managers enhance communications, improve customer service, and manage compliance and operations. To learn how Pilera can help to improve efficiency and reduce costs, book a personalized demo.
We are thrilled to announce that we have been recognized as a top-rated product by Software Advice in their 2023 FrontRunners Report for the Top Property Management Software category. In the report, Pilera ranks as one of the top property management software companies for its customer service and usability. Frontrunners report evaluates verified end-user reviews, positioning the top-scoring products based on their usability and customer satisfaction ratings for small businesses.
We always strive to achieve higher customer satisfaction, which is why Pilera has earned an incredible overall rating of 4.7 (out of 5). Big thanks to all our users who’ve made this possible!
Here’s what our CEO, Ashish Patel, has to say about this recognition:
“This is an exciting achievement for Pilera! We’re happy to be a part of Software Advice’s FrontRunners list. We’re very grateful to our clients and our team who made this happen! Pilera initially started as a way for managers and board members to connect with their residents. With over 14 years of experience, Pilera has evolved into the most robust automated communication and client service platform in the industry. We continue to develop new features backed by our client’s feedback.”
Check out Pilera’s ratings and reviews from our customers here!
Ratings:
- Ease-of-use – 5/5
- Customer support – 5/5
- Value for money – 4.5/5
- Functionality – 4.5/5
Reviews:
“Our office now runs all our resident interface and communications through Pilera. The resident portals have been a big hit with our residents. I can\’t tell you how happy our Boards are with our reporting capabilities. What we really appreciate from a business perspective is the level of support and the constant improvement culture Pilera exhibits. They don\’t rest on their laurels. They continue to improve on their offerings.”
Carlos (Source: Capterra & Software Advice)
“I love that the software is not complicated. It is very user friendly. I love that it provides a “go-to” place for our residents to keep up with the community and their accounts. I also love that Pilera offers great customer service that is professional, reliable, and provides resolution when I have an issue.”
Sierra (Source: Capterra & Software Advice)
About FrontRunners and Software Advice
FrontRunners is published on Software Advice, the leading online service for businesses navigating the software selection process. FrontRunners evaluates verified end-user reviews and product data, positioning the top-scoring products based on Usability and Customer Satisfaction ratings for small businesses. Take a look at Software Advice’s FrontRunners for Property Management Software report to learn more!
Software Advice is the leading online service for businesses of all sizes navigating the software selection process, providing free, personalized software recommendations that meet their business needs. Software Advice features objective research by industry experts and reviews from validated users, saving buyers time and resources. Software Advice is a Gartner company. For more information, visit https://www.softwareadvice.com/
About Pilera
Pilera Software is a premier property management software thousands of managers rely on to enhance resident communications, operations, and client services.
Disclaimer: FrontRunners constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Software Advice or its affiliates. The FrontRunners badge is a trademark and service mark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved. FrontRunners constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of nor constitute an endorsement by, Software Advice or its affiliates.
Pilera Software is proud to announce its mention in the flagship reports of Capterra, a free online service that helps organizations find the right software.
We are happy to share that Pilera Software is recognized as a Top Performer in the 2023 Capterra Shortlist for Property Management Software. Capterra Shortlist is an independent assessment that evaluates user reviews and online search activity to generate a list of market leaders in the software space that offer the most popular solutions.
Here’s what our CEO, Ashish Patel, has to say about this achievement:
“This is an exciting achievement for Pilera and we’re happy to be a part of Capterra’s Shortlist! Pilera initially started as a way for managers and board members to connect with their residents. With over 14 years of experience, Pilera has evolved into the most robust communication and client service platform in the industry. The support and feedback from our clients\’ support and feedback continue to inspire us to innovate and enhance our services. Recently, we introduced RFP Plus, a collaborative request for proposal management software for HOAs, businesses, and nonprofit organizations.”
With an overall rating of 4.8/5, our clients rated Pilera the highest for its customer service and ease of use. Check out some of the reviews we received!
“Our expectations with Pilera have been exceeded. Our business has grown at a pace we have not experienced ever. A great amount of this success is due to Pilera. Our office now runs all our resident interface and communications through Pilera. The resident portals have been a big hit with our residents. I can\’t tell you how happy our Boards are with our reporting capabilities. What we really appreciate from a business perspective is the level of support and the constant improvement culture Pilera exhibits. They don\’t rest on their laurels. They continue to improve on their offerings. ”
Carlos, M
“What I like most is the access to customer support. It\’s quick, user friendly, and we can schedule actual training time.”
Jamie A.
“Pilera has been influential in helping me become more acclimated to my job as a property manager. It allows me easy access to reaching out to residents, as well as tracking the history of communication between management and homeowners. I would absolutely recommend this software to any and all property management firms.”
Nick K.
Want to share what you like about our product? Add your review here.
About Pilera:
Founded in 2009, Pilera Software is a premier property management software thousands of community managers rely on to enhance communications and client services.
About Capterra:
Capterra is a software reviews and selection platform that connects businesses to the right technology. Compare software, read and leave reviews, and access objective insights that empower business growth.
Disclaimer:
The Capterra Shortlist badge is a service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. The Capterra Shortlist report constitutes the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Capterra or its affiliates.
Greetings! This month we’ve added two new exciting updates to our ticketing system, so your team can spend less time on repetitive actions and focus more on improving the resident experience. Read on to learn more about these new enhancements! Plus, get a quick recap of the new additions to our ticketing system this year!
1) Update multiple tickets at once
Earlier this year, we introduced bulk actions for tickets with the ability to duplicate tickets. In this month’s release, you can now edit multiple tickets at once, enabling your team to save time and eliminate redundant actions! Additionally, this new enhancement is a great way to triage and prioritize new tickets as they come in.
This new enhancement is available across all ticket types including work orders, rule violations, architectural change requests, activity logs, support tickets, tasks, and the new RFP! When selecting tickets to update, you can edit these fields at the same time:
- Status
- Assignee
- Priority
- Due Date
- Comment
When updating the tickets in bulk, you can also choose to send out email notifications to assignees, vendors, and residents at the same time.
2) Create tickets directly from the dashboard
You asked, and we listened! Our clients wanted a quicker way to create tickets in the app, so we just released a new enhancement where managers, board members, and residents can create tickets directly from the dashboard!
Quick Recap: New Ticketing System Features & Enhancements
1) New RFP Management
Last month, Pilera introduced a new partnership with RFP Plus, a collaborative request for proposal platform that empowers your team to get better bids for your community projects. RFP Plus is offering Pilera customers and new users free access to its platform within our app until 2024 – sign up today!
2) View email responses directly in the ticket
When vendors and assignees respond to a ticket, their responses will automatically be tracked within the ticket itself. This new enhancement brings all your conversations about a ticket in one place, eliminating the need to search your email for a response! Read more in our April release notes!
3) Ticket Attachment Updates
Recently, we’ve introduced many new enhancements to make managing attachments in your tickets easier!
- Select which attachments you want to send to email staff, vendors, and residents.
- Track attachments that you send as part of a conversation in the history of a ticket.
- Easily add or remove new file attachments to a ticket.
About Pilera
Pilera Software is the premier community and property management software that has helped thousands of community managers enhance communications, improve customer service, and manage compliance and operations. To learn how Pilera can help to improve efficiency and reduce costs, book a personalized demo.
Greetings! Pilera is thrilled to announce a new partnership with RFP Plus, a collaborative request for proposal software that helps community managers and board members streamline their RFPs!
RFP Plus centralizes all of your request for proposal activities, communications with vendors, and documents in one place, making data retention simple. Our main aim with this new partnership is to empower your team to save time, build stronger vendor relationships, and get the best bids possible for your communities.
How RFP Plus can simplify your HOA RFP process
RFP Plus can help to simplify your HOA RFP process in many ways, including organizing your RFPs, better communicating with vendors, and storing important vendor data. Read on to learn how.
Streamline RFPs from vendor invitations to awarding a contract
RFP Plus streamlines your entire request for proposal process from inviting a vendor to participate in an RFP to awarding a contract. Through RFP Plus, you can automate RFP creation, communicate with vendors, and evaluate vendor responses through reports.
Organize all your HOA RFP activities in one place
Keeping data related to your RFP activities organized can be challenging for many communities. If your team currently uses different tools such as emails, spreadsheets, forms, and even traditional paper and pen methods to track RFP efforts, an online HOA RFP system can improve workflow significantly.
RFP Plus helps you to keep all activities related to your community in one place, including communications, responses, documents, vendor information, and license expirations. A central place to organize all of your HOA’s RFP activities also improves visibility, which means that each team member can stay informed.
Communicate with vendors & track responses
Keeping your vendors and staff informed through each stage of the RFP process can help to make it a good experience for everyone involved. That’s why communication is at the center of RFP Plus’s collaborative platform. Through RFP Plus, you can send automated email notifications to vendors when starting an RFP and when you have an update to share with vendors. Additionally, RFP Plus tracks email responses from your vendors and staff within a central message inbox and in the RFP itself. Vendors can also communicate back with you without ever needing to log in.
Build stronger vendor relationships
Building a strong relationship with your vendors can help your HOA to get the best services, manage costs more effectively, and reduce risk. Through RFP Plus, your team can manage vendor information easily, communicate with vendors, and keep track of important conversations. Here are some ways in which RFP Plus’ vendor management feature will make your RFP process simpler:
- Vendor response tracking – Any time a vendor responds to your RFP, it will be tracked automatically in RFP Plus, eliminating the need to search your email for a response.
- License Expiration Notifications – You can track license and insurance expirations in the vendor database and RFP Plus will automatically send a notification to managers and vendors.
- Accepted/rejected vendor bids – The comprehensive dashboard in RFP Plus enables you to filter through your RFPs to find vendors and bids that you accepted or rejected earlier.
What type of bid projects can you manage with RFP Plus?
- General Maintenance
- IT & Technology
- Landscaping
- Painting
- Paving
- Plowing
- Plumbing
- Roofing
- Security
- Telecommunications
How to get started with RFP Plus
For Pilera customers
If you are already a Pilera customer, the great news is that you can get a free trial of RFP Plus from now until the end of June. Pilera is offering a single sign-on (SSO) with RFP Plus, which lets you access the request for proposal software directly within our platform.
Not a Pilera customer yet? Learn how to get access to RFP Plus!
If you are not yet a customer of Pilera and would like to learn more about RFP Plus, you can schedule a personalized 1:1 demo.
Webinar: Introduction to RFP Plus!
Interested in learning how RFP Plus can enhance your community\’s RFP process? Join us for a live webinar on May 16th at 2:00 PM EST!
About Pilera
Pilera Software is the premier community management software that has helped thousands of community managers and back-office personnel improve customer service. Request a personalized demo so you can learn how Pilera’s community management suite can increase work efficiency for your company.
Greetings, we’re back again this month with some exciting brand-new updates to our communication and ticketing system!
Message Inbox
Do you often spend a lot of time searching through your emails for a resident or vendor’s response? With our newly released Message Inbox, you can find email responses in just seconds! The new Message Inbox unifies all email conversations with your residents, vendors, board members, and other managers for all communications that originated in Pilera. Additionally, the powerful search and filtering capabilities enable you to quickly find conversations in just seconds!
Pilera unifies all of your email replies for the following type of messages:
- Announcements and Messages
- Tickets – Work Orders, ACRs, Violations, Support, Activity Logs, and Tasks (Vendor and Manager/Assignee Replies only).
- Calendar Event Notifications
- Package Notifications
Each conversation thread shows the content of the messages, any attachments, and time stamps. Additionally, any ticket conversation will also provide a direct link to access the ticket.
Ticket Messages
To give you more context into your tickets, we’ve now added the capability for you to view a history of all conversations with vendors and managers/assignees within the ticket itself. This new feature is available for all ticket types including Work Orders, ACRs, Violations, Support, Activity Logs, and Tasks. In the conversation thread, you will be able to see all the email replies, attachments, and who received the original notification.
Fixes:
Vendor Details
An issue where the vendor detail icon within a work order ticket was freezing the ticket app has now been fixed. Through the vendor detail icon, you can view information such as the vendor rating, billing & physical address, staff & triaging, and get direct access to the vendor record.
About Pilera
Pilera Software is the premier property management software that has helped thousands of community managers and back-office personnel improve customer service. Request a personalized demo so you can learn how Pilera’s community management suite can increase work efficiency for your company.
Greetings! Welcome back to the latest edition of our release notes where we share what’s new in Pilera! In this month’s release, we are excited to share some new enhancements that are sure to simplify your client service ticketing workflow. Let’s get started!
Ticketing Enhancements
1) Select attachments to email staff, vendors, or residents
You can now choose which file in a ticket you want to send to managers, vendors, board members, and residents as part of a ticket comment. For example, you can send different files to a vendor than you would a manager, based on what is more relevant to them. The file will be attached to the email and the recipient will then be able to open the file without needing to log in.
2) Track attachments in the ticket history
You can now track the history of all attachments sent as part of a comment within the ticket. Seeing the comment with the attachment gives you more context about the conversations you’re having and how the ticket is progressing.
About Pilera
Pilera Software is the premier property management software that has helped thousands of community managers and back-office personnel improve customer service. Request a personalized demo so you can learn how Pilera’s community management suite can increase work efficiency for your company.
This month, we’re excited to introduce many new improvements to your maintenance workflow! These new updates empower you to improve communication with your vendors and gain more insight into the work your vendor assignees are doing.
Work Orders & Vendor Workflow Enhancements
1) More granular vendor assignments & communication
Our clients love the ease of assigning work orders and automatically sending email notifications to vendors. This release takes your vendor assignment and communication to the next level! Now, you can manage individual vendor staff information and enable them to receive communications. Here are some ways you can utilize this new feature:
- Manage vendor staff in different departments – You can add multiple staff members and allow them to be assigned tickets. This enables you to communicate more easily with an employee from the accounting department, a triage person, the owner of the vendor company, etc.
- Set a specific vendor staff as a default assignee – This person will automatically be selected as a default assignee from a vendor company to prevent confusion or avoid assigning a work order to the wrong person.
You can also set a vendor staff member’s preferred contact method in the vendor management database so you know how they want to hear from you. You can add their SMS, mobile, home, or work phone number and set their primary contact method.
2) New vendor reply tracking
In December 2022, we introduced a new feature enabling you to track resident replies to your emails in the Message Center. Similarly, a history of all your email communications with assignees including vendors will be now stored automatically in Pilera too. You can see a history of all conversations, when the vendors replied, and their attachments within the Message Center. To see the replies, filter on Work Orders in the Message Center. The “replied” indicator shows you which messages have responses from vendors.
3) Invalid vendor contact information
We now also tell you in the app if a vendor staff member cannot receive communications because their email address is invalid.
4) Gain insights into work done by vendor staff members
It’s now easier to know what staff members of a particular vendor are working on. You can now filter the dashboard by a specific vendor staff member so you can see all the work orders they\’re working on, along with priority, due dates, and more. Furthermore, you can take this data offline with custom PDF and Excel reports.
5) Create tickets in bulk
Power through your work faster and save time by creating tickets in bulk! We have two new options to help you achieve greater efficiency:
- Duplicate a ticket – If you have similar tickets that you need to create at once, this new enhancement can speed up the process. When duplicating a ticket, our system automatically populates the description, assignee, and other ticket settings which you can adjust if needed. For example, you can leverage this new feature to create tickets that are all assigned to the same person or create the same type of tickets that needs to be assigned to different people.
- Save and create another ticket – Through this option, you can create a new ticket after you finish creating the current ticket. That way, you can continue creating new tickets without having to leave the page.
Communication
Resident Email Replies
Email messages which have resident replies now display at the top of the specific message details.
About Pilera
Pilera Software is the premier property management software that has helped thousands of community managers and back-office personnel improve customer service. Request a personalized demo so you can learn how Pilera’s community management suite can increase work efficiency for your company.
