Travtus + Cortland: Setting the Standard for Data Driven Operations
Cortland, one of the largest multifamily firms in the country, is known for putting residents at the center of everything they do. What sets them apart is their approach to data as a driver of operational improvement and stronger outcomes. Their leadership recognized early on that resident interactions held untapped value. With the right partner, they could capture those insights and activate them across the enterprise.
That partner was Travtus. Cortland adopted the platform not just to automate processes, but to build an intelligence layer into their operations. Everyday conversations became a source of insight, fueling data driven decisions across teams.
This data driven approach has helped Cortland build a strong foundation for scaling an AI platform, unlocking deep insights and informing their operating model across teams.
Cortland’s Competitive Edge
Cortland’s advantage lies in how the Travtus platform turns data into insights to understand the resident experience at a deeper level. While much of the industry has focused on automation or incremental efficiency, Cortland set out to uncover what residents were truly experiencing day to day. They wanted to identify the root causes of friction and give their teams the tools to respond with clarity and speed.
Travtus made that possible. The platform organizes and delivers structured data feeds directly into Cortland’s data warehouse, giving the analytics team new visibility into resident needs, service gaps, and recurring pain points. At the same time, the Gateway, Travtus’ visual interface, gives teams access to timely, contextual information that supports more informed, resident-focused decisions.
For the Cortland executive team, one of the early benefits of working with Travtus was gaining better visibility into the everyday conversations happening across their communities. Much of this information had existed in different systems and inboxes, but it had not been easy to access or interpret at scale.
Once the data was surfaced, patterns began to emerge. The team saw that residents were often reaching out with the same types of questions. This insight led to simple but important improvements, such as strengthening self-service tools to reduce routine inquiries and better support residents.
It was a practical starting point. By understanding where friction existed, Cortland was able to take targeted steps that improved both the resident and associate experience.
As Mike Gomes, Chief Experience Officer, put it: “How do we serve our residents better if we don’t know what’s bothering them? This is a good way for us to get some deep-seated insights.”
“How do we serve our residents better if we don’t know what’s bothering them? This is a good way for us to get some deep-seated insights.”
One powerful insight emerged around the resident journey.
The Travtus platform revealed that up to 30% of all resident communication was concentrated in the window between application and move-in. Cortland recognized this as a high-friction moment and worked to redesign the experience around it. They formally defined the “applicant” state as distinct from the resident experience, and introduced tools and process improvements to reduce delays, confusion, and back and forth communication during this critical point of transaction.
These changes, guided by insights Travtus data, led to reduced workload for associates and a smoother experience for incoming residents. The results proved that when applied with intent, AI driven insights can create meaningful impact across operations.
How Cortland Teams Use the Travtus Platform
Different teams across the business use Travtus in ways that reflect their specific roles, but all rely on a common foundation of resident communication data.
The analytics team works directly with the structured data to identify customer patterns and inform strategic planning. Central operations monitor performance trends and service consistency. A product manager explores behavioral trends, such as why residents may be paying rent late.
It is an insight-driven operating model that ensures that the entire organization stays aligned around the resident experience.
| Who uses it | How they use it | How Travtus helps |
|---|---|---|
| Data Teams | To integrate data feeds directly into the data warehouse, supplement existing datasets, and expand analytical capabilities. | Provides intelligence for trend analysis, predictive modeling, and operational insight. |
| CX, Marketing & Central Teams | To access prospect and resident profiles for experience trends, timestamped conversation histories and required actions. | Enables faster decision-making with context, improving service and resident satisfaction while keeping central teams connected to what’s happening on-site. |
| Product & Strategy Teams | For exploring behavior patterns (e.g. late payments, service friction) to inform new initiatives. | Supplies deep insights into resident behavior, including quantifying moments that matter, to shape roadmap and proactive actions. |
A Model That Works
Cortland’s success is not just about using the right tools. It comes from knowing how to apply them with intention. Backed by a strong data foundation and an enterprise team that leads with clarity, they built a model that turns resident insight into meaningful action. From shaping renewal strategies to addressing service friction, teams use data to focus where it matters most.
Early on, the leadership team saw that Travtus could offer more than a single-use solution. The platform provided a deeper understanding of resident needs and everyday experiences, using AI in ways the industry had not yet explored.
Equally important was the platform’s ability to adapt within a strong framework. It was not a rigid, one-size-fits-all product, but one designed to align with Cortland’s high customer experience standards and priorities.
As Scott Moore, Chief Technology Officer, noted, “I think, in a world where property management technology tends to offer the same solution out of the box, the ability to have something more tailored really stands out. When we work and interact with Travtus, it does feel like what we’re trying to build is uniquely for Cortland. Even though there are foundational parts of the product that are used by others, it still allows us to deliver what we’re trying to do.”
“I think, in a world where property management technology tends to offer the same solution out of the box, the ability to have something more tailored really stands out. When we work and interact with Travtus, it does feel like what we’re trying to build is uniquely for Cortland. Even though there are foundational parts of the product that are used by others, it still allows us to deliver what we’re trying to do.”
With a strong base of insights and supporting data already in place, Cortland is now working with Travtus on targeted automations to improve the speed and consistency of resident engagement. This next phase will be explored in Part Two of this case study.
In a fast-changing industry, Cortland is not just keeping pace. It is setting the standard. Performance and reputation are not accidental. They come from using data intentionally to shape both service and brand. Cortland does this with clarity and purpose, and Travtus is proud to support such a standout operator.
