The Amherst Group (Amherst)
Solution Stack
Sales Cloud, Yardi, Nintex
Business Units
Resident Performance, Legal, Collections
Services
Advisory, Implementation, Delivery-as-a-Service
Timeline
24 weeks
Turning Rent Recovery Into a Scalable System
Amherst is a national real estate investment and property management firm overseeing a growing portfolio of single-family rentals across the U.S. As its rent roll expanded, the company needed smarter systems to manage collections, legal workflows, and resident engagement at scale.
Problem
As Amherst scaled, so did the complexity of its operations. Collections were managed across Yardi, Excel, and Outlook, leading to duplicated work, missed follow-ups, and compliance risk—especially across more than 60 legal jurisdictions.
Collections agents lacked a clear view of resident history, and legal teams were overwhelmed by manual workflows with little auditability. The process worked—but only barely—and it wouldn’t scale much further.
Process
Partnering with Fortimize, Amherst centralized collections and legal case tracking inside Salesforce Sales Cloud, integrated directly with Yardi. Resident communication was automated using Nintex, reducing outreach effort by 40%. Agents gained real-time visibility into resident status, aging balances, and legal timelines, while legal teams finally had a consistent process that could flex across jurisdictions and maintain audit integrity.
Results
On-time collections rose from 68% to 86%. Manual errors and redundant outreach dropped. Legal risk decreased thanks to stronger audit trails and consistent processes. But more than anything, Amherst gained a scalable, reliable system that empowered staff to act with confidence—and gave residents a more transparent, timely, and respectful experience.
Executive Outcomes | Operational Impact | Technical Shift |
|---|---|---|
Improved cash flow | 40% less manual effort | Integrated Yardi |
Reduced exposure | Centralized audit trail | Automated collection logic |
Impact on Renters
Renters experienced faster, clearer communication and fewer surprises. Automated outreach meant they were notified promptly about payment status, deadlines, and legal steps—reducing confusion and last-minute pressure. With real-time visibility into their account and more consistent follow-up, residents gained a sense of transparency and fairness that helped preserve trust, even in difficult situations.
