How Ginkgo Residential Leveled up Its Employee Knowledge with Effective Business Process Documentation

Introduction

The portfolio analytics manager at Ginkgo Residential, Sarah Genay, was tasked with overseeing the documentation of business processes at the company. Their goal was to streamline their workflow and enhance employee efficiency, but there was only so much they could achieve with PDF manuals. Keeping the manuals up to date with the latest processes in their organization was a challenge. Sarah soon realized that they needed a more effective system to get the job done and then she began searching for the right system. She picked SweetProcess after trying out several options on the market, and they were able to synchronize their processes in one fold. Before we proceed, let us find out more about the organization. 

Sarah Genay, Portfolio Analytics Manager at Ginkgo Residential

About Ginkgo Residential

Ginkgo Residential is a real estate company that offers energy-efficient and environmentally friendly housing at affordable prices. The multifamily company does not only provide housing to its clients but also nurtures the environments in which the houses are located via its community initiative that allows like-minded residents to live a green lifestyle. 

Inspired by the ginkgo tree, Ginkgo Residential prides itself on being strong, deep-rooted, adaptable, and tenacious. The organization practices a customer-centric culture and offers an all-round exceptional customer service. Targeted at the middle market, Ginkgo Residential believes that the greener, the better. Hence, it constantly seeks to create a greener environment in its communities with the provision of smoke-free apartments, paperless systems, solar power, air sealing and insulation, community recycling, etc. 

Based in Charlotte, North Carolina, Ginkgo Residential buys, renovates, and manages apartment communities in North and South Carolina.

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The Pain Point of Knowledge Imbalance 

The knowledge gap among staff members was a problem at Ginkgo Residential. Employees who were privy to tribal knowledge were more competent than others, and it took a toll on the company. Although they had manuals that served as a guide to workers, the manuals were not very helpful because they lacked clarity and precision. 

“It’s just very old-fashioned. If you hand somebody a PDF that includes everything that everyone needs to do in their company, that’s a great resource to have as a company, but that’s a really overwhelming thing to receive as an employee because you don’t know where the information that you need is.” 

The insufficient knowledge on the part of employees meant that they were either not doing anything or doing something wrong and it impacted the entire output negatively.

Choosing SweetProcess as the Best Option 

Sarah and her team knew exactly what they wanted in a system and they were not going to settle for less.