MISSION ROCK RESIDENTIAL within our toolkit will add operational value . Next year is when we ’ ll start seeing these capabilities differentiate Mission Rock and further improve operational efficiencies .”
This focus on core infrastructure and governance is crucial . As the company continues to grow and adopt new technologies , having a solid technological foundation and clear governance strategies will be essential to managing complexity and ensuring consistent , high-quality service delivery .
Marcella concludes by emphasising the importance of communication in this ongoing transformation : “ For the next year , my focus will be on piecing these technological advancements together and providing a visual representation of how these small milestones add up . Our strategy is shifting as we adopt AI solutions and introduce centralisation . It ’ s crucial that we effectively communicate these changes and their impacts to our team members and residents alike .”
This focus on communication underscores Mission Rock ’ s understanding that successful technological transformation is as much about people as it is about systems . By clearly articulating the benefits and impacts of new technologies , the company aims to ensure buy-in from team members and residents , paving the way for smooth adoption and realisation of benefits .
In an industry that ’ s fundamentally about providing homes and communities , Mission Rock ’ s approach
“We ’ ve visually mapped out our customer journey , from when a resident is researching an apartment home , all the way to after they move out ”
MARCELLA EPPSTEINER CHIEF EXPERIENCE OFFICER , MISSION ROCK RESIDENTIAL
demonstrates that technology , when implemented wisely , can support and enhance the human elements that are at the heart of their business .
“ At the end of the day , this is a customer service business ,” Kevin says . “ We ’ re providing physical homes where people are experiencing their lives and raising their families . Almost every aspect of their experience - the leasing process , maintaining the physical asset , collecting rent payments – has some sort of technology involved . But it ’ s all in service of that resident experience and ensuring they have a safe , comfortable place to call home . That ’ s what drives our technological innovation forward .” technologymagazine . com 227