Customer Spotlight

How UDR Transformed Maintenance Operations Across 60,000 Apartments with SuiteSpot

Executive Summary

UDR, managing over 60,000 apartment homes across 12 states and Washington, D.C, is a leader in residential property management, known for its commitment to operational excellence. To maintain consistent service quality while navigating seasonal maintenance demands, UDR partnered with SuiteSpot to implement an enterprise-grade maintenance platform. This solution standardized operations while preserving regional flexibility, leading to a transformative improvement in maintenance efficiency and operational visibility.

About UDR

UDR is a premier multifamily REIT focused on providing distinctive, high-quality apartment homes paired with exemplary service and amenities. With over 50 years of experience, UDR owns, operates, buys, sells, develops, and redevelops apartment communities in some of the most desirable locations across the United States.

Apartments

60,000+

Property Management System

RealPage

Client Since

2022

Website

The Challenge

As one of the largest publicly traded multifamily REITs in the country, UDR faced a unique challenge.

Maintaining consistent service levels across a massive portfolio while dealing with seasonal fluctuations in maintenance demands—all without compromising resident satisfaction.

Reduce vacancy days and turnover costs while maintaining high-quality standards.

Optimize vendor partnerships to ensure flexibility while controlling expenses.

Improve team productivity and oversight across thousands of maintenance professionals.

Integrate seamlessly with UDR’s existing systems, including RealPage, Smart Lock, and its data warehouse.

“Our lease expiration curve made it difficult to staff effectively for the summer surge. We needed a solution that could help us maintain consistent staff levels and handle excess workload during peak seasons without overburdening our team.

SuiteSpot has allowed us to maintain a consistent, repeatable approach while still giving our regional teams the flexibility they need to adapt.”

Josh Gampp

SVP-CTO

The Solution

UDR needed more than just another tool—it needed a mission-critical maintenance platform to standardize operations, adapt regionally, and provide real-time visibility across 60,000 apartment homes.

SuiteSpot delivered. Our platform became the backbone of UDR’s maintenance operations, streamlining work order management, vendor coordination, unit turnovers, and compliance tracking, all while integrating seamlessly with its existing tech stack. A structured rollout across 12 states and Washington, D.C, and 1,400 team members ensured smooth adoption, with hands-on training delivered in person, on-site, and via video.

This approach gave UDR the technology and framework to manage maintenance at scale with greater efficiency and control.

“A thorough rollout made all the difference. Everyone was hands-on from day one, and ongoing support played a crucial role.

UDR’s executive leadership saw an opportunity to enhance maintenance operations and partnered with our regional teams to find a solution that’s both easy to use and delivers real value. The teams are energized by how technology is making their day-to-day work smoother and more rewarding.”

Lisa Stiefel

Director Operations Platform UDR

The Results

Maintenance Takes Center Stage

Seamlessly integrating with existing systems, workflows, and both in-house teams and third-party vendors, the platform laid the groundwork for orchestrated operations and was fully deployed in under 6 weeks.

Smart Workforce Optimization for Peak & Valley Cycles

To solve the staffing dilemma of fluctuating maintenance demands, UDR leveraged SuiteSpot to create a more agile, responsive operation. By optimizing scheduling, workload distribution, and team oversight, SuiteSpot enabled UDR to allocate resources dynamically, ensuring its in-house teams operated at peak efficiency regardless of demand shifts. The platform also provided built-in flexibility to incorporate third-party vendors when necessary. This smarter approach significantly reduced inefficiencies, minimized downtime, and maintained service consistency, allowing UDR to maximize productivity without unnecessary overhead.

Greater Visibility with Enforceable Standards

"One word: visibility. We have much more visibility," emphasizes Gampp. "Now, we can see exactly what’s scheduled, what isn’t, and where issues arise—allowing us to proactively manage both staff and vendor performance."

With SuiteSpot, UDR not only gained greater operational insight but also established enforceable benchmarks for performance and accountability. Standardized workflows ensure that every turnover and work order meet a consistent standard, reducing variability across properties and driving measurable efficiency improvements.

Data-Driven Decision Making

"One of the biggest reasons we chose SuiteSpot was the ability to access and own our data," says Gampp. "It allows us to gain greater visibility and improve our forecasting for capital needs. That’s a game-changer for us as we plan for the future."

With SuiteSpot’s SOC 2-certified platform, UDR could trust that its data remained secure, accessible, and actionable, supporting a long-term strategy built on predictive insights and operational transparency.

White Glove Service, Enterprise Support

"The support we receive from SuiteSpot is truly unmatched," states Stiefel. "No other company we've worked with has provided this level of responsiveness and partnership. If we need an enhancement, it's either done immediately or prioritized quickly. That kind of collaboration is invaluable."