Customer Support
“PerformanceHQ has been a game-changer. We can quickly search for policies, share links with associates, and even assign acknowledgments so they can read and sign electronically. This keeps everything organized and recorded in their transcript, which we absolutely love.”
Patti Woods
VP of Training and Development
Setting the Scene
Fogelman is a multifamily investment and property management firm focused on building long-term value by creating welcoming communities — places residents want to call home and employees take pride in managing. That people-first philosophy has earned the company national recognition, including being named one of Newsweek’s Top 100 Most Loved Workplaces and the #2 Best Place to Work in Multifamily.
Supporting that mission internally is Pattie Woods, VP of Training and Development at Fogelman. In her role, Pattie oversees training for leasing and customer service teams across the portfolio, equipping them with the skills and tools needed to deliver exceptional onsite experiences.
Company Profile
Types of Assets Managed: Multifamily investment and property management
Headquarters: Memphis, Tennessee
Years in Business: 63
Number of Employees: 750+
Pattie’s work bridges corporate strategy and onsite execution to ensure teams are equipped to meet and exceed company standards.
Fogelman has maintained a robust relationship with Grace Hill for more than 15 years, relying on its industry-specific training and compliance solutions to support employee development. As that partnership expanded, so did the opportunity to better connect data and performance insights across the organization.
With the migration to PerformanceHQ, Fogelman gained the ability to consolidate their Mystery Shopping, Policies, and Training solutions into a single, centralized platform. The result: greater consistency, enhanced training, better visibility, and measured impact across the portfolio.
The Challenge
Long before adopting Grace Hill’s solutions, Fogelman’s processes were fragmented. Policies lived in paper handbooks that weren’t always accessible or consistently updated. Leasing performance was evaluated separately through mystery shopping reports, and training lacked a formal, standardized structure — making it difficult to ensure consistency across the portfolio.
“Our platforms utilized were not connected, and we tracked performance on an Excel spreadsheet,” Pattie says. “Teams didn’t always have the information they needed in a timely manner, which led to inconsistencies in service and leasing practices.”
Those silos made follow-up and accountability challenging. When associates fell short on a mystery shop, there was no structured way to reinforce best practices or assign targeted training. Tracking compliance and performance required manual processes, spreadsheets, and paper records — leaving leadership without clear, real-time visibility into trends or opportunities for improvement.
As Fogelman continued to grow, it became increasingly clear that disconnected workflows were limiting efficiency, increasing risk, and slowing team development. While other tools were tried, Grace Hill’s integrated suite of solutions ultimately proved to be the one that moved the needle on training, compliance, and performance.
The Solution
Fogelman evaluated a variety of industry solutions but chose to consolidate their Policies, Mystery Shopping, and Training solutions in PerformanceHQ because it offered a truly unified experience. What stood out most was how seamlessly Grace Hill’s solutions worked together, eliminating the need to manage multiple systems.
Equally important, implementation was smooth. Pattie and her team introduced PerformanceHQ during an all-property call, showcasing its features to the entire organization. After that, adoption quickly followed.
“It was a fresh start!” said Pattie. “Everyone loved Gracie AI because she made it easy to find information without having to reach out for help.”
In practice, PerformanceHQ supports Fogelman’s teams in several key areas:
Used during onboarding and beyond to ensure new hires understand company standards and expectations; easy to edit and update.
Helps gauge customer experience and highlights individual and portfolio-wide performance gaps.
Offers access to Grace Hill’s extensive library of over 700+ courses to reinforce skills and address areas for improvement.
The following features included in PerformanceHQ have been standouts for Pattie and her team:
Built-in reporting and easy-to-understand visuals give regional and corporate teams real-time visibility into performance, compliance, and growth trends.
This functionality allows the Fogelman team to build engaging training for any process in just minutes; it brings structure and efficiency to training, saves admin time, and helps tie learning directly to performance needs.
PerformanceHQ’s AI-powered assistant has transformed day-to-day workflows by enabling associates to search for policies, procedures, and resources — without emailing managers or digging through folders or emails.
Pre-built, role-based learning assignments take the guesswork out of employee development and streamline training administration.
Used in conjunction with Grace Hill’s training courses, Sparks microlearning videos — short, focused lessons on real-world situations that multifamily professionals face every day — offer quick learning to reinforce skills and address areas for improvement.
With ongoing support from Grace Hill’s Client Success team, Fogelman has confidently rolled out multiple solutions while ensuring teams are fully equipped to maximize the platform's value.
"Everything is in one place, making it easy and efficient. [Our employees] love the new look, and they actually are logging in more and finding things on their own with the help of Gracie."
- Patti Woods, VP of Training and Development
The Outcome
Since consolidating their key solutions in PerformanceHQ, Fogelman has seen meaningful improvements across their operations, particularly in efficiency, compliance, and team development.
Improved Compliance and Reduced Risk
No more emailing or searching multiple databases. With PerformaneHQ, teams are more engaged and motivated to reach 100% compliance because policies and resources are easily accessible in a single central hub. Standardized compliance across the portfolio has reduced risk and improved consistency. New capabilities, such as electronic policy acknowledgments, ensure documentation is organized and consistently recorded, a major improvement over previous paper-based processes.
Data-Driven Decisions and Real-Time Visibility
Fogelman now tracks KPIs, such as training completion rates, policy acknowledgment, shopping report scores, and compliance metrics, in one place using the Analytics Dashboard. This centralized reporting gives executive and regional leaders real-time visibility into performance trends, enabling faster, data-driven decisions about targeted training needs, policy updates, and performance strategies — eliminating guesswork!
PerformanceHQ has standardized performance management for Fogelman across the board:
- Managers spend less time searching for policies and tracking completions in real time.
- Admins can assign targeted training courses based on individual mystery shop results, improving employee engagement and compliance.
- Associates can see their training and compliance progress and know what’s expected of them.
- Onboarding is now faster and more consistent because new hires have immediate access to all required training and policies.
Fogelman’s Training Team emphasizes how “Better-trained teams and consistent compliance positively impact resident experience and operational performance improvements in shopping scores and service quality, which contribute to overall business success, and PerformanceHQ continues to deliver ROI through efficiency and engagement.”
Like what you see? Download the PDF version to save and share.
Ready to unlock operational excellence for your organization?
Request a demo to learn how Grace Hill's PerformanceHQ can help you increase compliance, streamline onboarding, and improve performance.
See How Similar Organizations Are Succeeding
DTN Management
Camden Living
