1. Needs analysis and choice of solution:

Question: What specific need did you see that made you consider a digital tenant platform like Avy?

Answer: We saw a need to take our tenant communication to the next level – to make it more digital, more consistent and more accessible. Since we operate in more than 30 locations across Sweden, we needed a solution that works just as well in Luleå as in Malmö.

As a communications nerd, I know the power of clarity and simplicity. With Avy we can communicate faster and more consistently and create a better experience for our tenants – while freeing up time for our management organisation to focus on what really creates value. The platform gives us smoother internal processes and lets us concentrate on our business goals.

Question: How did you conclude that Avy’s solution was the right one for you and your tenants?

Answer: The simplicity of the resident app was decisive – it is easy to understand and use, for tenants and employees alike.

We also quickly noticed that Avy has a strong product focus and is very responsive. They adapt to our needs, act quickly and feel more like a partner than a supplier.

Our annual customer surveys also show that tenants appreciate digital contact channels. Engagement has increased further since we began investing in the community feature.

2. Implementation and use:

Question: How has your implementation of Avy’s platform gone so far?

Answer: It has gone really well! We have linked several of our goals for 2025 to the platform – for example reaching an adoption rate of 80%. Right now we are at 76%, so we are close, and it looks very promising.

Question: What has worked well and what has been challenging?

Answer: One major strength is our consistent move-in processes. It means we introduce the app to new tenants from day one – which leads to high engagement straight away.

The platform has also simplified the work for our letting team. A great deal of information is available directly to the tenant, which reduces the load on customer service.

The biggest challenge is keeping tenants’ attention later in the housing journey. The goal is for the app to be the natural source of information – including for urgent matters such as water shut-offs. Here we see that there is still an ingrained habit of relying on notices in the stairwell. That is a change journey we are making together with our tenants.

Question: Is there a feature or service in the platform that you find especially exciting?

Answer: We are very curious about how AI and Davy can improve the customer experience – for example through smarter case handling or proactive information to tenants.

Right now we also see great potential in creating a tailored version for our commercial tenants. We are starting that project this autumn, and it feels very exciting.

The community feature is also close to our hearts. We see that an active digital community not only strengthens the sense of togetherness in a property – it also contributes to a greater sense of security. And that is entirely in line with our vision.

3. Future and further development:

Question: What future potential do you see in using Avy’s platform in your business?

Answer: We see this as the beginning of a long-term journey. Tenant communication is one of our most important focus areas, and right now we are carrying out an analysis of the entire customer journey.

With Avy’s help we see great opportunities to improve both service and relationships, while exploring new ways to create added value – both for our tenants and for us as a company.

“With Avy we can communicate faster and more consistently and create a better experience for our tenants – while freeing up time for what really creates value”, Malin Arnbom, Head of Marketing and Communications, Neobo.

About Neobo

Neobo is a Swedish privately owned property company that owns and manages around 8,400 apartments across more than 200 properties in some thirty locations in Sweden. On its website the company states that its vision is to create attractive and sustainable living environments where people thrive and feel safe.

Would you like to know more about how Avy helps property owners digitise the housing journey and improve the customer experience?

Get in touch here for a demo or advice.

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