Knock Reporting vs. Yardi Reporting

Please be aware that Yardi and Knock reporting may not always align perfectly or have a direct 1:1 correlation. This is due to differences in the metrics and methodologies used by each platform, including varying statuses and event tracking.

For a clearer understanding of the Yardi-Knock integration, please refer to the information below:

What/How information exports from Knock to Yardi: Knock & Yardi integration is prospect card to prospect card.

Yardi Requirement for prospect creation:

• First/Last Name
• Contact Information (Email &/or Phone number)
• Preferred Floorplan (if the setting is enabled in Yardi)
• Move-in Date

Once a prospect has been created in Knock a prospect card is exported to Yardi with the assigned

leasing agent mapped and a Yardi P-Code (customer ID) is created. All events that take place

within the Knock prospect card will be mapped to the Yardi prospect card.

What Knock Exports to Yardi?

• Prospect Profile Fields:
• First/Last Name Prospect
• First Contact Type with time and date
• Email
• Phone
• Move-in Date
• Lease Term
• Bedrooms
• Preferred Floor Plan
• Preferred Unit
• Minimum Budget
• Source
• PMS Notes

Prospect Events:

• Follow-ups via phone, email, SMS, and/or chat. (Credit for 1 follow-up for each contact type within a workday.)
• Appointments (Appointments either self-schedule by the prospect or manually scheduled by the leasing team that are pending completion)
• Walk-in Event (This can be the first contact and/or a return event, without a shown unit selected)
• Walk-in with a shown unit selected (This can be the first contact and/or return event with a shown unit selected)
• Appointments Completed (This is an appointment that was completed with a shown unit selected)
• Appointments Canceled (Appointments canceled by either the prospect or the leasing team)
• Prospect Marked as Lost (Prospects marked as lost in Knock)
• Reopening a prospect card in Knock as the event (will reactivate the prospect in Yardi)
• If a prospect card is marked as “lost” and/or “Not A Prospect” before exporting Yardi, will not export and a p-code will not be created.
• If a prospect card is marked as “lost” and/or “Not A Prospect” before an application or lease event importing from Voyager, the event will not update the prospect record in Knock

Knock Reporting Vs. Yardi Reporting:

When reviewing Knock reporting vs. Yardi reporting we found that the reports display information

differently. Below is a list of events that display differently:

Contact Types:

• Knock exports phone, email, chat, sms & walk-in.
• Yardi does not always allow for sms as a first contact. (This is a setting in Yardi that can be updated with some development work.)

Follow-ups:

• Knock exports one follow-up event for each contact type for a prospect within the day. (For example: You can follow-up via email, sms, & call a prospect and get credit for 3 follow-up events that day. But if you email twice, you will receive credit for 1 follow-up.)

Appointments: 

• Knock exports appointments to Yardi.
• Knock appointments show on the Yardi Calendar (Knock does not integrate with the Yardi calendar, but appointments created in Knock and exported to Yardi, will reflect on the Yardi calendar as long as there is a preferred floor plan attached to the prospect at the time the appointment was created.)
• Knock displays appointments in reporting.
• Yardi does not display appointments. (They do display appointments in the Yardi CRM Activity Report, which most PMC’s do not use)

Walk-ins:

• Knock exports walk-ins as first contact.
• Knock exports walk-ins as a return event.
• Knock displays all walk-in events in reporting, including first contact and return events.
• However, Yardi only displays walk-in events as a first contact. The Knock events mentioned directly above are captured in Yardi prospect cards, they just do not display on reports.

Show Events:

• Knock exports show events for walk-ins that have units selected as shown during that event. (This is a manual step the team takes to identify units shown during a walk-in, if the leasing agent showed 3 units, Knock will export the 3 units as shown and will count as 3 show events in Yardi reporting and Knock will reflect 1 show event to accurately measure conversions. (Walk-in events are manually entered by the leasing team requiring a date and time. Shown unit events will not export to Yardi if the walk-in date and time was after the shown unit event)
• Knock exports appointments that were completed with units shown. (This is a manual step the team takes to identify units shown during a walk-in, if the leasing agent showed 3 units, Knock will export that 3 units were shown and will count as 3 show events in Yardi and will reflect as 1 show event in Knock to accurately measure conversions.
• For walk-ins and appointments, Yardi will only display shown events exported from Knock if a unit was selected during that event.
• Yardi only reflects walk-ins as a first contact, so if Knock exports a return walk-in with a shown unit, it will not reflect on Yardi reporting.

Lease Event:

• This is an import into Knock directly from Yardi.
• Knock imports application submit events from Yardi.
• The application will need to be submitted.
• Once an application submission event is in Yardi, the team will then need to create a future resident card, by performing the “Lease Execution Event” in the prospect card in Yardi.
• Knock imports leased events based on the applicant moving to the status of “Future Resident”.
• The "Lease Execution Event" has to take place in Yardi for Knock to reflect a lease event

Using Yardi vs. Knock Reporting:

Which reports you should lean on depends on you and your team's preference.   Below is some insight and appreciation for Knock reporting.  Reports are intended to be used as a narrowly scoped view of the data. They focus on a single dataset, so reports are designed to offer a specific and limited perspective on data. Instead of presenting a broad overview or analysis, reports concentrate on a particular dataset or aspect of data.

Handling Calls: 

• Leads that enter Knock from phone calls will export over to Yardi in real-time as long as we have a first/last name.
• Phone leads will not be exported in real-time until we capture a first/last name in the guest card.
• If the leasing team answers the call, they will need to update the profile of the prospect card with the first/last name. Once they press save, the prospect will export to Yardi.

Calls Handled by a Call Center: 

• All phone leads automatically create a prospect card in Knock. So, when calls are handled by a Call Center, the call center rep will manually enter a prospect card directly in Yardi, with information captured from the call. Within 1-hour that prospect’s information would feed into the original prospect card within Knock if the number captured by the Call Center matches the prospect card in Knock.
• Duplicate leads can occur if a Call Center updates a phone number in Yardi that differs from the original phone number captured in the original prospect card in Knock.
• Best Practice:

1. The onsite team should mark the original prospect card in Knock as “Not a Prospect.” and use the prospect card imported from Yardi by a Call Center.
   1. Pros: Quicker to manage prospect card
   2. Cons: lose some reporting data
2. Is for the onsite team to manually enter prospect information into the original Knock prospect card and mark the Call Center prospect card as “Not a Prospect”
   1. Pros: Capturing all data (response times, etc) and recordings
   2. Cons: longer process/more work for the team

Overall it is important to note that each report is designed to capture different data and isn’t always expected to correlate or match, so it is best to treat each report independently of each other.