Start inside the work order
Tie the documentation process to the job instead of a separate reminder list.
Implemented SaaS Workflow Automation
AppFolio RRP Automation: SaaS Workflow Implementation Case Study
Turning a manual, memory-dependent documentation process into repeatable automation inside an existing SaaS platform.
- Status
- Implemented internal workflow automation
- My role
- Workflow discovery, decision logic, AppFolio configuration, e-signature routing & audit-trail design
- Focus
- SaaS implementation · Business systems · Documentation
The handoff was the failure point.
Work orders moved quickly, while RRP-related education, acknowledgment, signatures, and follow-up lived across emails, PDFs, reminders, and property records. An internal review found documentation that had been missed or recorded inconsistently.
The prior process required a coordinator to identify qualifying work, check occupancy, assemble the packet, request a signature, set a three-day reminder, and manually certify and re-upload the record if it remained unsigned.
326
Units in the documented operating context
177
RRP-qualified units in that inventory
≈ 1.1 hrs
Before: prior average time to compliance per qualifying work order
Prior average time to compliance was approximately 1.1 hours per qualifying work order. After implementation, the workflow reduced active handling time to near-zero for automated routing, or roughly one minute when manager/coordinator follow-up certification was required.
What I implemented
I designed workflow logic to help triage qualifying work orders and trigger the appropriate RRP-related documentation process. The implementation uses AppFolio workflow automation, occupancy-based e-signature routing, follow-up certification, and records linked back to the work order.
The workflow carries work-order identifiers into the documentation and signature certificate, giving the team a usable connection between the job and its supporting record.
The implemented workflow
FIG. 01Occupancy routing and documentation lifecycle
Work order created
Property manager or maintenance coordinator enters the work.
RRP trigger / risk check
Structured workflow logic flags potentially qualifying work for documentation; only flagged work enters this path.
Occupied
Tenant / occupant
E-signature packet
E-signature packet
Vacant / not tenant-occupied
Owner / responsible party
E-signature packet
E-signature packet
Signature status / three-day follow-up
Check whether the intended recipient has signed.
Signed
Retain completed acknowledgment
Unsigned after three days
Manager / coordinator certification
Document that the notice was provided but not signed.
Attach completed record to work order / property record
Preserve the work-order identifier and signature record.
Audit-ready file
Documentation is available for later review.
Implementation decisions that mattered
Route by occupancy
Send the packet to the tenant or occupant, or to the owner or responsible party for vacant properties.
Design the unsigned path
After three days without a signature, route certification to the manager or coordinator.
Retain the context
Use work-order identifiers so documents can be connected to the originating job.
Close the record loop
Attach the completed record back to the work order or property file.
Use the existing platform
Configure business-system automation without requiring a custom software build.
Outcome
The manual reminder-based compliance workflow became a work-order-linked automation with e-sign routing, fallback certification, and audit-ready documentation.
After implementation: near-zero active handling for routine automated routing, or ≈ 1 minute when manager/coordinator follow-up certification was required. That remaining human step documented follow-up when needed; the automation supported the documentation workflow without making legal compliance automatic.
What this demonstrates
Hands-on implementation inside an existing SaaS system.
This work demonstrates my ability to discover a manual process, define its rules and exceptions, configure automation, and make the completed record usable. Product thinking and implementation meet in the day-to-day workflow.