SYSTEMS

eSTAR

To increase our level of service to our customers, Lieberman Management Services, Inc. has designed a state-of-the-art program called eSTAR. This is a web based program that enables each resident to access their own unique "homepage". It displays their balances, work orders, meeting minutes, and Rules & Regulations. In addition, the Board of Directors has their own Board Room to review financials, delinquencies, minutes, all work orders, and the Property Manager's action list which show all completed items as well as open items. These features and many more can give the Board greater control of their Association. eSTAR garnered international attention when LMS received an honorable mention as a TOP 3 Finalist in the 2004 IBM Beacon Awards.

The STAR System

To assist our Resident Services Representatives in initiating and tracking service to the homeowners under our care, we designed and developed one of the first fully interactive real estate management computer systems. Known as STAR (Service Tracking and Reporting) program, this computer system enables our Resident Services Representatives to view homeowners accounts, process work orders, track project progress, effectively match and manage vendor relationships, and answer information requests right from their desk while on the phone with a homeowner.

A typical call from a homeowner to LMS' Resident Services lasts two minutes and twenty seconds. During this time, the Resident Services Representative accesses the homeowners' address, records their question or work request, and answers the question or initiates a work request. When work needs to be done, the LMS Resident Services Representative selects the contractor from the Association's chosen vendors and electronically sends the work order to the vendor via facsimile before the homeowner has ended the call. This means that the contractor is sent the work order before the homeowner hangs up the phone. This is just one of the built-in features of our STAR System that helps us to provide what we call "sudden service".

Each time a homeowner calls our office, we record their call and create a history of our correspondence. Once we access the homeowners address, we record who in our office answered the call, at what time, and how we assisted the homeowner. This STAR System enables us to view every instance in which a homeowner called our office and how we handled the situation. This software also enables us to view each homeowner's request, each contractor, and each work order on a case-by-case basis. At the end of each month, we provide each Community Association with their own monthly printout of information requests and work orders. Because of the detail of these records, this data has proved to be an excellent analytical management tool.