Challenge
At RPM Integrity, Kristina Mutchler had a lot on her plate. Between 250 doors in Riverside and 180 in Yucca Valley, residents were constantly calling with questions about insurance, accounting, air filters, and more.
The problem wasn’t just volume. It was fragmentation.
With resident benefits run by different vendors and dozens of different insurance policies in play, tracking compliance, managing filters, and troubleshooting tech issues quickly piled up. When residents called, Kristina and her team didn’t always have clear answers, and that began to impact the resident experience.
“It felt like rowing upstream without a paddle,” Kristina said. “Things were starting to fall through the cracks.”
Solution
Kristina knew something had to change. She partnered with Second Nature to bring structure, consistency, and breathing room back to the business—without sacrificing the personal relationships RPM Integrity is built on.
RPM Integrity moved from disconnected services to a centralized Resident Benefits Package that bundled multiple benefits without adding work for her team. Second Nature handled resident communication, provided ready-to-share resources, and automated tedious admin tasks like insurance tracking and air filter management.
But for Kristina, maintaining verbal, personal communication was non-negotiable.
“The phone still rings all day long,” Kristina said. “But now, when residents have questions about insurance or rent rewards, I can point them to Second Nature or send them a document they’ve already created.”
Rather than replacing the human touch, Second Nature strengthened it. Now with more free time, Kristina’s team can focus on cultivating meaningful relationships with their residents.
“It puts me at ease knowing we’re upgrading our service and that we have answers to everything,” Kristina said.
Conclusion
Today, RPM Integrity feels more modern and more human.
Second Nature has helped Kristina improve the resident experience while preserving the personal relationships that matter most. Customer service ratings have climbed (especially after launching renter rewards), morale is up, and residents feel supported from day one.
“They’ve allowed me to take a breath and provide even better service than before,” Kristina said. “Hands down, it’s made a world of difference.”
