The Challenge
A luxury multifamily operator in the Southeast had deployed ButterflyMX video intercom systems across 12 communities. High-income residents — accustomed to concierge-level service — were resistant to self-service technology onboarding. Adoption sat at 31%. Low adoption was triggering negative reviews and resident complaints about delivery and guest access.
Our Approach
- 01
Designed a white-glove 'Concierge Activation' program tailored to luxury resident expectations
- 02
Stationed dedicated NEXUS activation specialists in leasing offices for 4 weeks
- 03
Created premium printed welcome kits with personalized QR codes for each resident
- 04
Hosted exclusive 'Resident Technology Open Houses' with champagne service and live demos
- 05
Implemented a resident ambassador program incentivizing early adopters to assist neighbors
The Results
Adoption Rate
Across all 12 luxury communities by week 8
Resident Satisfaction
Average post-activation survey score (out of 5.0)
Full Rollout
White-glove program across 12 communities
“Our residents were skeptical of the new system. NEXUS turned the rollout into an amenity experience. Residents now consider the technology a premium perk, not an inconvenience.”
VP of Resident ExperienceVP of Resident Experience, Southeast Luxury Multifamily Operator