Replacing legacy CAM software is no small task, especially with such specific requirements.
Gail Windisch knows them like the back of her hand. As Senior Director of Operations at The Tidewater Companies, Gail has seen the company through remarkable growth and transformation, wearing many hats—from administrative assistant to accountant and community manager.
Her diverse experience has given her a unique perspective on the evolution of CAM technology over the years.
“We’ve been through a few software changes,” she says. “Each time, we were looking for something different. The system we started with was DOS-driven.”
Outgrowing Dated Systems
Before switching to CINC Systems, Tidewater relied on two disconnected platforms: an outdated accounting system and management software that couldn’t keep up with the rapidly evolving industry and technology landscape. Gail recognized that replacing these “dinosaur” systems would take more than just checking boxes on a requirements list.
“On the management side, they weren’t updating things—it was just kind of stagnant. There weren't any new features coming out. With the accounting piece, the issue was customer service. They really dropped the ball on being able to answer our tickets and resolve our issues.”
Searching for the Right Partner
Under Gail’s leadership, Tidewater launched the search for a CAM technology provider that met their high standards: a platform that was user-friendly, supported seamless training and onboarding, and delivered exceptional customer service.
“I've always stayed on top of all the software out there at all the national conferences and expos. I was always looking to see what they had to offer.”
CINC Systems had long been on Gail’s radar, and during the evaluation process, it was clear that CINC’s team was more in tune with the needs of today’s management companies. Among the outstanding features were global reporting, customizable reports, faster account reconciliation, and more integrations.
A Seamless Transition to Game-Changing Tools
The decision was easy, and after onboarding, Gail and her team quickly embraced CINC’s robust suite of tools—from the CINC Manager and Homeowner apps to custom board websites and the cutting-edge generative AI solution, Cephai, which Tidewater rebranded as “Stanley” in honor of the company’s owner. The results have been game-changing.
Because homeowners have also been quick to embrace the homeowner app and turn to Stanley with common questions, Gail estimates a 30% reduction in call volume. This has helped reduce stress and burnout among managers, who have also raved about the violations features in the Manager app.
“When we first started, one of my managers, who’s super techy, was worried about it working well. She went out and did her first inspection with one of her bigger clients, and when she came back, she was all smiles! She was like, ‘That took me half the time. That was amazing!’ It made her life so much easier. With an inspection that would have taken four hours, she was done in two and back in the office.”
Happier Managers, Happier Customers
Gail is optimistic about the long-term business impacts. With CINC Systems streamlining tedious tasks, Tidewater’s managers now spend more time on site, proactively addressing property needs. Customers are taking notice.
“We just had a board reach out over the Thanksgiving holiday. They wrote an email just to say, ‘Thank you so much. Our interactions with your company have been superb. You've been super responsive. We really appreciate your team. We've gotten so much accomplished.’”
A Partnership That Continuously Delivers
Because CINC Systems partners closely with Tidewater and other customers to continuously improve and evolve its offerings, Gail is excited about what the future holds.
“The biggest piece I’m excited about is that it’s a partnership. I don't think I've ever had a software that actually wanted to listen to us. They hear us and they're making those changes and they're working for us, not just to make a profit. They want to make the companies better.”
