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Project Type: Multifamily Residential
Location: Chicago, IL
Client: FLATS
FLATS is a portfolio of design-forward residential communities aimed at creating meaningful resident experiences across urban Chicago. With 3,000+ units spanning multiple neighborhoods, FLATS properties emphasize community, culture, and convenience. To meet growing expectations for digital connectivity, streamlined operations, and enhanced service, FLATS partnered with Livly to implement a unified digital platform to power both resident engagement and staff efficiency.
With thousands of residents across dozens of properties, FLATS needed a better way to track satisfaction, engagement, and community health. Traditional KPIs like app downloads or work orders only told part of the story. FLATS sought a clear, measurable way to improve retention, reduce workload, and create consistency across its portfolio.
The operational complexity of managing amenities, events, package flow, maintenance tickets, and resident communication made it difficult for onsite teams to operate efficiently. FLATS needed a system that could automate time-consuming tasks, streamline communications, and support frontline staff with mobile-first tools.
FLATS communities are lifestyle-driven, offering events, curated common spaces, and neighborhood activations. The portfolio required a platform that could promote local experiences, boost community participation, and provide residents with relevant, real-time updates on everything from amenity availability to upcoming events.
Livly introduced the Resident Impact Score (RIS), a KPI designed to combine engagement data, sentiment feedback, and operational performance into one clear, quarterly score. With this, FLATS was able to benchmark performance by property, quickly spot outliers, and track portfolio health. Residents using Livly were also 3% more likely to renew—translating to significant NOI impact.
The Livly platform automated key operational tasks such as package scanning, key management, lease renewals, and maintenance coordination. Using the mobile app and dashboard, onsite teams saved an estimated 124 hours per month, allowing them to focus on resident experience instead of repetitive tasks.
Through Livly’s Community Feed, FLATS teams shared updates, activated local experiences, and promoted onsite events—all contributing to a stronger sense of community. High-performing properties like The Duncan and The Nash scored nearly perfect RIS scores, thanks to a mix of resident engagement, event programming, and fast maintenance resolution.
Livly enabled FLATS to go beyond just operations—providing a holistic view of resident experience through the Resident Impact Score. The portfolio achieved an average RIS of 79/100, with top properties like The Duncan scoring a perfect 100. Engagement directly translated to retention gains, with Livly users renewing at a 3% higher rate, resulting in $273,000/year in avoided turn costs. At the same time, operational efficiency improved, with 124 hours/month saved portfolio-wide through automation and streamlined tools.
