“We can offer a new level of service that creates added value for the end customer”

Fastighetsägarna Service, one of Sweden’s leading property managers, is constantly developing its offering. The focus is on driving digitalisation in the industry and giving customers the tools to improve the tenant experience.

Broadening the service offering in order to raise the level of service, make things simpler for property owners and housing associations and create additional revenue were the key criteria when choosing Avy’s digital tools. That has meant not only a sharper management offering compared with competitors, but also a genuine broadening of the company’s target group and business strategy.

“For Fastighetsägarna Service, Avy’s e-commerce platform for housing companies has opened up an entirely new business with a new target group, where residents — not only housing associations and property owners — become direct customers of ours. We can offer a new level of service and a platform that creates added value for the end customer. The platform also simplifies and optimises processes within our own operations”, says David Gutierrez, Business Development Manager at Fastighetsägarna Service.

As an example of the service on offer, residents who want something fixed in or for their home — a new sink, say, or other trade work — can order it in the tenant experience app (which in turn creates a work order directly in the company’s case management system), then receive an invoice for the item or service ordered and pay for it in the app.

“This is win-win for everyone involved — our employees know the property and the work involves no extra travel, because we are already on site, and the property owner or the housing association board has an established relationship with us and our staff. Scaling up and expanding our service offering has long been a strategic business goal for us, and with Avy’s help we have been able to do exactly that. We work closely together and jointly develop how the services and content in the app are packaged. We see Avy as a strong digital partner that supports us in reaching our strategic goals, and one we can actively discuss digital functionality and market needs with,” David continues.

Since the tenant experience app was launched, a dozen different trade services and safety products have been offered to residents, generating hundreds of thousands of kronor in additional revenue. Every second app user now also pays their fee through the app, which makes the organisation more efficient and life simpler for the user. Other features residents appreciate are repair and service reporting, and the move-in service with home insurance and electricity contracts.

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