How Sveafastigheter strengthens its customer dialogue and business with Avy's digital platform

Sveafastigheter owns, manages and develops people's homes. The property portfolio consists of a wide range of tenancies in growth regions in Sweden. The houses are managed and developed with a present and local commitment. Sveafastigheter develops and builds new sustainable homes where the demand for housing is highest.

Below, Carl David Hedén, IT and digitalisation manager at Sveafastigheter, describes how he views the underlying challenges, results and the company's vision for the future when it comes to the cooperation with Avy.

1. Challenge

What were the main challenges and problems you identified before you started working with Avy?

We had for some time identified the need for a customer portal and lacked efficient, digital and modern communication routes with our tenants. In addition, with a geographically dispersed real estate stock, there was a need for a unified communication channel.

What were your goals for working with Avy?

An overarching goal was to strengthen our digital strategy and modernize the way we work with our tenants. Examples of more concrete objectives were:

• Making it easier for our tenants to get information about their living in a single place.
• Abolish all paper aviaries and switch to digital aviators instead.
• Reduce the number of cases handled over the phone by routing them to Avy's platform instead.

Internally, we initially had targets for, among other things, the number of registrations when moving in and activity targets on the platform. When it came to AI Copilot Davy, we strived to increase the self-service rate.

2. The solution

Sveafastigheter gradually implemented Avy's platform throughout its property portfolio and today uses the breadth of its functionality to optimize communication and service to its tenants. Implementation has been phased, with new features often being tested in pilots in parts of the stock before being rolled out widely. Some of the most significant features that Sveafastigheter introduced are:

• AI CoPilot Davy — an automated customer support that relieves customer service by dealing with frequently occurring cases and queries.
• Digital aviators — a measure that has contributed to reducing paper handling and simplifying the payment process for tenants.‍
• Accommodation services — a feature that allows tenants to easily sign electricity contracts, home insurance and other services directly in the Avy Tenant Experience Platform.

3. The Result

What is it like to work with Avy as a partner, and how has Avy helped meet your needs?

“Working with Avy is like having a digital colleague, a digital business developer, Carl David Hedén, IT and digitalization manager at Sveafastigheter”

Avy helps us identify opportunities and encourages us to innovate. The Proptech market is very exciting right now; we have tested many tools, and Avy survives thanks to our close cooperation.‍

What measurable results have you seen since you started using Avy?

At the beginning of 2025, we were awarded the “Biggest lift in service index - Housing” award from AktivBo at their event Kundkristallen. This success can partly be attributed to our digitalisation strategy and Avy's platform, which has streamlined our support work and enabled increased service to our tenants.

What measurable results have you seen since you started using Residential services?

Residential services have proven to be valuable by offering our tenants reliable and quality services as well as providing them with a simpler living. In 2024, we set a goal to double the number of subscribed subscriptions, which we successfully achieved in 2025.

What measurable results have you seen since you started using Davy?

It is difficult to put exact numbers on the effect because many variables can influence. However, we can see that the number of cases categorised as' General 'has decreased significantly on comparable stocks since we started using Davy.

Have you seen any specific efficiencies or improvements in workflow?

We notice that our tenants have become more digitally engaged, resulting in fewer general errands to the service center. In addition, we have experienced a measurable improvement in our service index.

How have these results affected your organization and your goals?

The administration has adopted a more digital approach, which gives employees better insight into their respective real estate. We have placed great emphasis on establishing clear service goals to support day-to-day work and drive organizational change.

How have you worked to engage the entire organization in your way of working?

We have conducted physical meet-ups and workshops focused on increasing usage of the app. On-site training for our employees has been crucial and contributed to a more personalised and accessible approach. A clear communication plan with specific objectives and clarification of available tools has also been essential.

4. Vision of the future

What is your long-term vision for digitalisation and customer experience?

We strive to digitize the entire tenant journey and improve the experience. By tenant journey we mean digitising expressions of interest, contract writing, moving in, living and moving out. Our focus has previously been on conversion; now we want to develop the content and integrations to optimize the user experience. We see great value in improving the experience for tenants in order to be able to work more proactively and give our residents recommendations before any problems arise.

What are your expectations for Avy in this development?

We wish to implement Copilot Davy in more, if not all, ranks to offer increased support to our tenants. I expect continued good cooperation with a focus on AI solutions, not only for the tenants but also for our organization. There is a need and value in that we as a real estate company get proactive insights into how our tenants thrive, in a simple way. I also see that Sveafaskter and Avy can continue to inspire each other to achieve common goals.

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