Coventry Group Finds Balance, Growth, and Vision

Results

The Challenge

As the number of HOAs Coventry Group managed increased, work became more time-consuming and challenging, especially without the right technology and tools to support growth.

Tracking the business manually using Excel, Microsoft tools, and QuickBooks was burdensome, time-consuming, and prone to human error, Beth said. “All of our letters went out via Word, which made tracking letters for individual homeowners difficult. The paper trail for violations and collections was hard to maintain.”

But the couple was committed to delivering excellent service to their communities. “Mark and I worked our tails off,” she recalls. In the early days, they even recruited their older children to help. Beth remembers many times the kids sat on the living room floor stuffing envelopes for mailings. “When we say this is a family-owned business, we’re not kidding!”

When Coventry added its 12th HOA, Beth suggested purchasing HOA-specific software, but her business partner disagreed. He was not working in the trenches and did not see the shortcomings of the current tools the way she did.

The turning point came in 2010 when Coventry’s first HOA and largest client left for another management company. “Although the HOA liked us as a company and liked the way we did business, they felt like we couldn’t handle the workload,” Mark said. Beth agreed. “Mark and I agreed with that. We couldn’t handle it.”

The Solution

As difficult as it was to lose a client, that moment persuaded the business partner to invest in HOA software. “I literally just did a Google search,” Beth said. “I put in ‘HOA management,’ and TOPS Pro came up. We looked at them and thought ‘wow!’” After a demo, Beth and Mark were convinced.

With the implementation of TOPS Pro, they saw new potential for their business. “We started understanding what we could do, and what we hadn’t been able to do in the past because we didn’t have the capability,” Beth said.

Later, Beth and Mark bought out their partner and immediately saw a boost. Free to organize the business as they saw fit, they hired new staff and positioned the company for the future. “Within the first 18 months from the time we bought him out, we grew 25%,” Beth said.

In 2017, they learned about the advantages of Enumerate’s latest platform, Central. After attending several presentations, the product’s ability to enhance customer service was clear. “When I saw that a homeowner had 24-hour access to their account and could see their balance and make a payment whenever they wanted, I was sold.”

Coventry Group transitioned three communities in mid-2017 and then moved the remaining neighborhoods on January 1, 2018. Rather than switching gradually, Beth chose to move all communities at once so the team could operate in a single system.

The Impact

Even with additional staff, growing a business and a family requires working smarter. Central made that possible.

Less Time Invoicing

Invoicing once took Beth two full days each month. Now, by outsourcing invoicing through Enumerate’s partner, SouthData, she saves nearly 80% of her time, spending less than half a day on the task.

Fewer Controversies with Violations

Central improves transparency in handling violations. Photos of violations are uploaded directly into reports, reducing disputes and making communication clearer for homeowners.

Faster Audits

Central significantly streamlines audits. Previously, Beth’s CPA spent two weeks onsite reviewing reports. Now, it takes about 10% of that time. “Our CPA said it’s the easiest program he’s ever used. Before, we had to provide him with copies of numerous documents. Now, we don’t have to do any of that,” she said. “We just provide the CPA with a login, and he can access what he needs, when he needs it.”

Improved Homeowner Experience with Engage

“Engage was a real game-changer,” Beth said. Homeowners can log in to a secure portal to view balances, account history, violations, and work orders.

Before Engage, phone calls were constant. “We’d come in and have ten voicemails because people came home from work and saw a violation or bill in their mailbox,” Beth said. Now, homeowners can access information anytime without waiting for office hours. “Instead of having to wait until morning, they can go to their portal anytime they want,” she said. “The customers are happier.”

The efficiency gains are noticeable across the team. “Melanie said to me the other day that I needed to give her more to do,” Beth said. “She’s in and out of the system so quickly now that about halfway through each month, when all the financials are cleaned up, she’s got extra time on her hands. I think Engage is the reason. She’s not making ten calls a day anymore!”

Flexibility of the Cloud Platform

Whether sending invoices from home, responding to homeowners on the go, or addressing board concerns in real time, Beth and Mark rely on Central’s cloud platform to stay connected and productive.

Key Takeaway

Today, with 51 communities and 6,000 doors, Coventry Group is thriving. With five additional employees, Beth and Mark have more time to focus on running their business, building relationships, and supporting their family.

“It’s not just about the bottom line,” Beth said. “It’s about making the community better; helping people make their neighborhood a place they want to live.”

Ready To Scale Like Coventry Group?

 Enumerate connects accounting, payments, operations, and resident engagement in one HOA management software platform built to reduce friction and improve confidence at every step.