The Challenge

As the first apartment locating division within Keller Williams, there were no templates, workflows, or systems to model after. Traditional KW processes centered on residential and commercial sales—not rentals, referrals, movers, or apartment partnerships.

The team initially attempted to build a custom platform, but development costs and unreliable coders made that path unsustainable. They needed a single system that could manage lead flow, apartment selections, referral fees, lease confirmations, and commission structures—without relying on custom software.

“Creating this unique division came with many challenges—from pay structure to CRM and invoicing. Zenatta combined with Zoho easily resolved these issues for us.” – Rami Rafeh, Owner

Why It Mattered

The division’s success depends on accurately pairing clients with multiple apartment options, tracking referrals, handling lease confirmations, and ensuring clean commission calculations. Without standardized processes, scaling nationwide would have been impossible. They needed automation, accountability, and repeatable workflows that matched the realities of apartment locating—not traditional brokerage sales.

The Zenatta Solution

Zenatta built a custom end-to-end apartment locating system within Zoho—turning CRM, Sign, and Analytics into a unified platform tailored for their model.

• Custom Apartment Locating CRM (Blueprint-Driven):
  • Repurposed Accounts into an Apartments module with subforms enabling clients to be linked to multiple complexes.
  • Blueprints guided agents step-by-step through client intake, apartment selection, and follow-up.
  • Created a transition that automatically mail-merges finalized apartment lists into a client-facing template.
  • Built referral automations sending fee summaries to referring and recipient agents.
• Zoho Sign Automations for Movers & Lease Confirmation:
  • For clients using movers, a Sign document captured the mover choice and terms.
  • A fully automated lease confirmation process sent a Sign form to the apartment complex; submitted data flowed directly back into the Deal record.
• Commission Engine in Zoho Analytics:
  • Custom fields on User records stored commission percentages and goals.
  • Deal data fed into a commission calculator that accounted for mover expenses, referral fees, and any agent-specific adjustments.
  • Provided leadership with accurate, scalable financial insight into agent performance.

“Zenatta was able to take my vision and convert it into one unified platform. Their technical knowledge and ability to conceptualize what was in my head made the process effortless. Their availability, service, and follow-through are unmatched.”

– Rami Rafeh, Owner

Results

With their new Zoho-based platform, Keller Williams Heritage now operates a fully streamlined apartment locating division built for scale. Agents follow a consistent process, leadership gets accurate reporting, and clients receive a professional, structured experience.

• End-to-end apartment-locating CRM with repeatable workflows.
• Automated Sign processes for mover selection and lease confirmation.
• Accurate commission and payout reporting via Zoho Analytics.
• Reduced manual work and eliminated dependence on custom-built software.
• A scalable system prepared for nationwide expansion.