A property under an NMHC Top 50 Management company was sending renewal emails, but the process behind them was still manual, fragmented, and staff-dependent. Tracking happened in spreadsheets. Confirmations weren't instant. Follow-ups fell through the cracks when the team was stretched. The result: renewals that should have been seamless felt reactive.
There's a number that doesn't show up on most leasing dashboards, but it quietly shapes the financial health of every multifamily portfolio: the cost of a single avoidable vacancy.
When a resident doesn't renew, the property absorbs turnover costs, unit prep, re-marketing spend, and anywhere from two to six weeks of lost rent before a new lease begins. By contrast, a resident who renews generates immediate, uninterrupted revenue with zero acquisition cost.
Renewals aren't just a retention metric. They're a direct line to NOI.
Yet across the industry, renewals are still managed through spreadsheets, inconsistent email timelines, and follow-up calls that depend entirely on staff bandwidth. The process works when things are quiet, but breaks down exactly when occupancy pressure is highest.
A senior RPM at an NMHC Top 50 Management Company saw the gap and decided to close it.
Although renewal emails were already being sent, the workflow behind them wasn’t connected.
The team still had to:
There was no instant confirmation or real-time alerting.
Everything depended on staff bandwidth.
Renewals felt reactive instead of systematic.
As the onsite team shared:
“There was a lot of manual work to try to put those things together.”
The team didn’t want more campaigns or reminders.
They wanted a simpler way to renew.
Something that would:
In short, a renewal process that worked on its own.
Together with Hyly.AI, the property implemented an automated Resident Renewal workflow built around a single, seamless flow:
No spreadsheets. No manual updates. No missed actions.
Renewals moved from reactive follow-ups to a predictable, automated system.
Less busywork. More renewals.
📈 68.9% open rate
🚀 20% click rate (3x benchmark)
✅ 7 confirmed lease renewals
⚡ Faster commitments with fewer follow-ups
🕒 Less manual effort for leasing teams
What changed wasn’t volume.
It was clarity + automation.
When renewals became simple, residents acted faster.
“Since we started using the new Resident Renewal template in the Retention Campaign, things have been running so much smoother. It’s taken the stress out of tracking renewals, and the automated notifications keep us in the loop whenever a resident renews. It’s been a real win for our team!”
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Property Onsite Team“The new Resident Renewal template within the Retention Campaign has been a game-changer for our team! It’s made it so much easier to stay on top of upcoming renewals, and the automated notifications ensure that we never miss when a resident chooses to renew. The instant communication from Hyly keeps our leasing team in the loop in real time, saving us time and keeping the renewal process seamless for both our team and residents. This level of automation and transparency has truly simplified our workflow, we love it!”
- Sr. RPM, NMHC Top 50 Management Company
Renewal optimization isn’t a small operational tweak. It directly impacts:
Even reducing vacancy by one to two days per lease can drive meaningful revenue preservation at scale.
This workflow is live inside Hayley Marketing Automation today.
To run the same Renewal workflow across your properties, the first step is getting your portfolio onto Hayley.
Schedule a discovery call, and we'll show you exactly how it works and what it could mean for your retention numbers.
Better communication → Faster renewals → Protected revenue
Automation isn't just a leasing tool. It's a retention strategy.
Schedule a conversation at hyly.ai/schedule