When Taylor Management Company announced they were switching to a new CAM software platform, something unexpected happened.
“We have an annual meeting every year,” said Liz Comando, COO. “When we announced that we were finalizing an agreement with a software company, the room erupted in applause.”
After years of working with an outdated platform, Taylor’s employees were ready for something new that could help them better manage 300 properties and 75,000 doors. But while the decision to switch to CINC Systems came easily after a two-year search, onboarding a large organization onto new software is anything but simple.
“We wanted the change,” said Liz, “but there was definitely some concern about learning an entirely new system, especially among our non-tech managers.”
Fortunately, Liz—a renowned industry leader and pioneer—was up to the challenge. Through thoughtful planning, employee buy-in, and close partnership with CINC, Taylor Management successfully transitioned, establishing a strategic framework that other companies can follow.
Assemble a Team of "Super Users"
Liz’s first move was to identify champions within the company—people who could become experts in the new system and help others along the way.
“We created a group of ‘super users,’ primarily made up of our high-tech employees who were really eager to dive into the program,” she explained. “They were ahead of us in training, pushing us to roll out more modules and learn more.”
Each super user brought a specific “superpower” to the team, mastering certain modules or features. Taylor then created a dedicated email group where employees could reach out for help.
“Anytime someone had a question about the program, they’d email the super users and one of them would jump in.”
Dedicate Resources to Training
To ensure the transition went smoothly, Taylor Management also assigned a full-time trainer to focus on onboarding employees.
“Our trainer dedicated most of her time to rolling out the system and providing training,” Liz shared.
Training wasn’t limited to internal staff. Taylor also provided webinars, videos, and in-person sessions for the communities they manage and their boards. This extra effort helped build confidence among both employees and clients.
Choose a Tech Partner with Deep Industry Knowledge
Another key to Taylor’s success was the hands-on support provided by CINC Systems. Taylor’s dedicated CINC contact, Todd Ward, brought industry-specific expertise.
“The thing I liked about having Todd assigned to us was that he had been in the management industry before joining CINC,” Liz said. “He really understood our pain points, and that made it much easier for the team.”
Weekly calls with Todd and the CINC team ensured that questions were answered promptly and the implementation stayed on track.
The Results: Faster Work, Happier Teams, and Thrilled Clients
Taylor Management’s thoughtful approach to change management paid off. Even employees who were initially hesitant quickly became advocates for the new system.
“Once people started using it and word got out, it wasn’t just us talking about how great it was,” Liz said. “Their coworkers were telling them, ‘No, it’s really good.’”
Adopting CINC’s platform has significantly reduced tedious tasks, like responding to repetitive homeowner questions. Liz estimates these time savings to be over 20%. Taylor continues to roll out new features, including plans to implement Cephai in 2025 with a dedicated AI task force.
Boards and communities have also embraced the change. “They were thrilled to hear there was now a system where they didn’t have to make a phone call for every little thing,” Liz noted.
Advice for Other CAMs: Empower Your People
Liz has one key piece of advice for other CAM companies preparing to make a big software switch: get buy-in from your team.
“Find the people who are most excited and tech-savvy, and let them lead the way,” she said. “There’s only so much you can say as an executive. Peers trust and listen to their peers.”
With a clear plan and the right partner, any company can become the hero of their software onboarding story—just like Taylor Management.
