Playbook

The Modern Community Management Playbook

Service that scales. Knowledge that stays.

Lessons from an AI community concierge pilot at Cascade Condominiums.

31
residents in the first 30 days
36
resident conversations
94%
resolved with no human needed
44%
happened evenings & weekends
~8.5
staff hours avoided
10
new answers taught to the concierge

Based on a real 30-day pilot at Cascade Condominiums (professionally managed by Goodwin & Company). A small sample from one community, shared to illustrate the idea, not as a formal study.

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What's inside
  • 1Residents should not need to understand the management system
  • 2Community engagement should begin on day one
  • 3Managers need tools that remove work
  • 4The community can teach the technology
  • 5Community knowledge should stay with the community
  • 6Existing technology should not prevent communities from moving forward
  • 7A Community Pulse™ can surface issues earlier
  • 8What boards should begin asking
  • 9The future is not AI instead of community management