Client story: Serena Rhuman faced challenges at a high-profile new community

Quantum Fiber client story: Haste on high stakes community

Serena Rhuman was a property manager at a high-profile new residential community being constructed in Meridian, ID. The residents’ move-in date was approaching fast.

To ensure a successful lease-up, the property needed to reach its target occupancy within the expected timeframe. The goal is typically for 90-95 percent of units to be filled. This phase is crucial for investors and developers alike.

“But we’d faced many delays, which made the lease-up extremely stressful,” says Rhuman. “This was a high-profile lease-up that was attracting a lot of attention, and the pressure was really on to make it perform well. We had 75 people set to move in the first month after we opened our doors.”

Although the investment partners were patient, their internet service provider (ISP) choice turned out to be unfortunate. It became clear that the small ISP from out of state that had been hired did not have the capabilities to meet its commitments.

The residents moved in and were forced into a subpar internet service for several months. The issues grew and techs from out of state were slow to respond to service calls. It was a battle that lasted several months and the complaints just kept pouring into her office as residents could not work from home or complete schoolwork.

Next, bad reviews began appearing online from unhappy residents. “I said to my manager ‘Look, if we don’t do something, our reputation is going to suffer.” Rhuman spearheaded the idea by reaching out to Quantum Fiber in order to switch internet providers ASAP.

A business decision was made

Ebin Barnett, the Account Manager for Quantum Fiber who met with Serena Rhuman and the investors said, “The already mounted pressure coupled with the complexity of installing fiber internet at an almost fully built property didn’t cause me alarm. I knew our implementation and local technician team would be there to deliver quality results as fast as possible. And I couldn’t have been more pleased when they completed the work before our agreed-upon deadline.”

When she told residents about the switch to Quantum Fiber, they were excited. “And there was a palpable sense of relief because of Quantum Fiber being such a trusted name in the industry. We were able to reassure them, and even give them something to look forward to,” recalls Rhuman.

Today’s growing appetite for bulk agreements

Fast forward, Serena Rhuman is now the president of Fortified Property Solutions that operates in six states. Ebin Barnett continues to support Serena Rhuman and has secured many tailored internet property solution agreements with her over the years.

Rhuman explains, “In a difficult market like today’s, property owners and portfolio managers need to focus on two things in particular: controlling operating expenses and increasing revenues. Properties that never had any trouble leasing are facing occupancy challenges. My new and prospective clients are asking, ‘how can I bring operating costs down?’ and, simultaneously, ‘how can I bring in more money by finding revenue streams not utilized in the past?’ Sometimes you have to get creative.” she says.

“Bulk internet from Quantum Fiber has been a great solution for us, from both cost-cutting and revenue-enhancing perspectives,” says Rhuman.

“We’re able to come to great terms with providers like Quantum Fiber, write great contracts, and both save money and open up a new way to collect revenue by tacking on a little extra for each unit,” she says. “And, ultimately, we can feel good about it because it is still a net savings to our residents.” In many cases, residents can get high-speed fiber cheaper than they could by contracting for internet by themselves. “It’s easy,” says Rhuman. “They don’t need to worry about it, plus it gives them net savings month after month.”

A bulk deal can have other considerable advantages to both residents and property owners. “When we secure a bulk agreement, that means a new property can have internet all set up for residents when they move in,” says Rhuman.

Barnett adds, “And at Quantum Fiber, dedicated Program Managers provide direct customer service for staff and residents throughout the bulk agreement term.”

Check out these related resources:

• Six reasons why your residents will love Connected Communities Quantum Fiber internet
• Desert Color and GWC Capital get connected with Quantum Fiber
• FAQ: What’s important to know about a bulk agreement?

Testimonial based on existing Quantum Fiber and property relationship or provided as an endorsement when the parties have a marketing agreement.