Customer Support
“Realync allows your leasing agents to offer a unique customer service that sets your community apart — something not everyone is doing.”
Jacob Stallard
Senior Director of Residential Services
Setting the Scene
Artistry is a creatively revitalized mixed-use campus in the Market East District of downtown Indianapolis. There weren’t many apartment communities in the area when Milhaus decided to renovate a previous structure, but now there are options at every cross street.
Although Jacob Stallard is now the Senior Director of Residential Services for Milhaus, not long ago, he was the Property Manager at Artistry. While in that role, he learned quickly how to navigate a fiercely competitive leasing environment, which meant leasing could happen anytime.
The lesson learned: You have to be ready. Looking for a competitive edge led Jacob to Realync, and for over four years, he’s used Realync’s virtual leasing and video tools to connect with prospects quickly and effectively.
In this story, Jacob shares how Realync helps him close leases faster, improve his strategy, and stay ahead in a competitive market.
Company Profile
Industry: Real Estate Development, Construction, and Property Management (specializing in Class A, urban, multifamily residential buildings)
Headquarters: Indianapolis, Indiana
Assets Under Management: $2 billion
Years in Business: 16+ years
The Challenge
One prospect, one missed tour, and one chance to win them back — Realync made it possible.
Leasing in a fast-paced, competitive market means prospects can change their minds in an instant. Jacob knows this firsthand. In multifamily property management, Saturdays are often jam-packed, and on one such occasion, he wasn’t able to provide an in-person tour to a prospective resident.
The good news is that he was able to send a Realync video of an open unit that fit the prospective resident’s needs. The bad news is that while Jacob was heading to dinner that night, he read an email from that prospect who decided the studio she applied for was too small, and she planned to lease elsewhere.
That lease was on the verge of being lost. Jacob needed a way to respond immediately and showcase a better option before the prospect signed with another community.
The Solution
Because of Realync, Jacob was able to act fast. Knowing he had a pre-recorded video of a larger studio still available and within the prospect’s price range, he immediately emailed it to her. In just two simple steps — log in to the Realync app and email the video link of the larger studio — he was able to reengage the prospective renter while he was on his way to dinner!
Within 22 minutes, she applied and later signed the lease. This quick response, powered by Realync, turned a likely lost lead into a signed lease.
Since 2019, the Artistry team has relied on Realync to support and streamline their leasing process. During the pandemic, Realync became their primary leasing tool for continuing operations. But even as in-person tours returned, Realync remained a key part of their strategy.
Today, Jacob uses video tours to generate leads, qualify interest, and support follow-ups. “We use Realync videos initially to filter the floor plans that renters show interest in and eventually visit in person,” said Jacob. “After the in-person tours, we send videos as a follow-up tool. This allows renters to revisit the video tours of the units and amenities when they are making their final decisions.”
However, Realync provides value even during in-person tours. In one scenario, a renter disliked the layout he was touring, so mid-tour, Jacob opened the Realync app on his phone and showed other available options on the spot.
Realync gives Jacob the flexibility and speed he needs to meet renters where they are — and close leases faster.
The Outcome
For Jacob Stallard, leasing isn’t just about filling units — it’s about matching people with places they’ll love to call home. “I get excited about helping renters find their new home. It’s important to me to help renters find a place that fits their needs,” Jacob emphasized.
He’s found that personalized, flexible service resonates with today’s renters. And with Realync, he’s delivering that experience at scale, starting from a small screen.
What You See Is What You Get: To give renters total transparency and confidence in their decisions, Jacob is working toward a bold goal — capturing video tours of all 554 units across Artistry’s four buildings. These unit-level videos allow prospective renters to see exactly what’s available, helping them envision their future home before ever stepping through the door.
Streamlined Tours, Happier Teams: By sending Realync videos ahead of in-person appointments, Jacob’s team helps renters quickly narrow their choices and come prepared. This approach saves time for both staff and prospects while increasing the likelihood of same-day leasing decisions.
Impactful Integrations That Boost Visibility: One of Jacob’s favorite Realync features is its seamless integration with Apartments.com. With a single click of approval, his unit videos sync directly to the property’s listings — giving each apartment more exposure without adding to the team’s workload. “I love that I hit a green check mark to approve a video, then it pops up on our Apartments.com listings,” he shares.
While the backend tech may be complex, the results are simple: more visibility, better leasing experiences, and faster decisions. Jacob believes Realync helps his team highlight what makes each apartment unique, and that kind of service sets Artistry apart.
His advice to fellow property managers is clear: “Invest in Realync. It’s a tool that lets your team deliver standout service renters remember.”
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