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Customer stories / BH Management
From First Inquiry to Work Order:
How Funnel and SuiteSpot Elevate the BH Renter Journey
Learn how BH Management brings together AI, human teams, centralized operations, and trusted technology partners to deliver world-class resident service at scale.
WATCH VIDEO
100,000+
Apartment homes
300+
Communities
About BH MANAGEMENT
BH Management has built its reputation as a leading multifamily operator through its commitment to delivering exceptional resident experiences.
At the heart of that commitment is The Mint Experience, BH's resident-centric operating model designed to deliver world-class service through specialized teams, centralized operations, and innovative technology.
Funnel and SuiteSpot support The Mint Experience by bringing front-office and maintenance operations together. Funnel's front-office AI platform orchestrates AI, people, and workflows across BH's centralized and onsite teams, while SuiteSpot manages maintenance requests and the work that follows.
The Solution
Connecting Engagement with Execution
BH partnered with Funnel and SuiteSpot to bring together two critical parts of the resident journey.
Funnel powers BH’s centralized front-office operations, orchestrating AI and human teams across leasing, applications, screening, and resident services.
SuiteSpot powers maintenance operations, connecting AI-driven service intake with work order management, field execution, and operational intelligence.
THE RESULTS
Driving Results Across the Resident Journey
Leasing & Resident Experience
96%
positive applicant experience ratings
70%
faster application decisions
40%
lower turnover in centralized versus onsite roles
Maintenance Operations
75%
of after-hours requests handled without on-call escalation
46%
reduction of non-maintenance inquiries
40%
shorter maintenance intake calls
When we connect together, the concept of having our resident sentiment along with our resident engagement, it's really been an awesome, cohesive plan that worked out for everyone's benefit.
Amy Chien
Vice President of Innovative Technology and Solutions
See It In Action
Smarter service
Smarter Service with AI
BH built The Mint Experience around a centralized operating model that brings specialized teams, AI, and technology together to deliver consistent service across its portfolio.
Funnel is the technology backbone of that model, orchestrating AI, people, and workflows—coordinating what happens and when across the renter journey, and technology stack from first inquiry through renewal. Funnel's renter-centric® platform gives BH's teams shared context and connects with partners like SuiteSpot. Together, they bring resident engagement and maintenance closer, pairing the speed of AI with the human moments that matter.
Building on its commitment to innovation, BH has introduced more intelligent, conversational maintenance intake through SuiteSpot's AI-powered SAM. Rather than simply capturing a service request, SAM asks clarifying questions, assesses urgency, and helps route work appropriately.
For example, when a resident reports a noisy refrigerator, SAM can ask whether it's still cooling to distinguish between a routine repair and a potential emergency.
About Funnel
Funnel delivers wins to three vital groups: operators looking to reduce costs and improve efficiency; stretched-thin onsite teams who demand a better long-term career; and renters who deserve a better customer experience.
Funnel’s proven AI-infused CRM is the enterprise-grade solution industry leaders, owners, and operators trust to deliver a streamlined, consistent, and connected experience from first inquiry through years of renewals, while simultaneously saving operators quantifiable money through the operational flexibility only a renter-centric® platform can provide. We call it Renter Management Software; our clients call it the new operating model.
About SuiteSpot
SuiteSpot is an AI-powered platform that helps multifamily operators run maintenance and capital projects more efficiently. By intelligently orchestrating workflows, centralizing operations, and automating routine tasks, we drive down costs, protect assets, and elevate the experience for both residents and on-site teams. The result: leaner staffing, smarter decisions, and stronger portfolio performance.
