Klövern

1. Needs analysis and choice of solution

What specific need made you consider a digital platform like Avy?

Because Klövern is still in a build-up phase within tenancy management, we have a unique opportunity to shape a modern, digital management model from the ground up. For us this is not only about efficiency — it is about future-proofing the entire customer experience.

The investment in Avy is part of our long-term ambition to develop services that create real value for our tenants. By integrating digital solutions into our management we build a scalable organisation, while enabling a safe, agile and more proactive everyday life for the people who live with us.

You had alternatives on the table — established suppliers and building your own systems. What ultimately pointed to Avy?

We evaluated both established suppliers and the option of developing our own solutions. What stood out about Avy was their mature and well-considered structure for the customer journey — not least at move-in and move-out, where quality and clarity are decisive.

Their digitised information flows and broad service offering make it possible to standardise recurring processes without losing the customer-centric perspective. At the same time Avy offers strong integration capabilities, which lets us gather our digital management into one coherent ecosystem with a single view of both data and customer relationships.

What technical requirements were on your list?

An important starting point for us is to have control over our data and to make sure it can be used strategically over time. Open and stable integrations with our other systems were therefore a prerequisite.

We also value flexibility and development capacity in our partners. Avy stands out through its responsiveness and willingness to develop both the platform and the integrations in line with our needs. That creates not just a good solution for today, but a partnership that can grow with us.

2. Implementation and use

How has it been to get started with the platform — from loading in the properties to the team actually using it?

The implementation has worked very well, largely thanks to a close and committed collaboration with the team at Avy. We have had strong support throughout the process — from structuring property data to setting up information flows in a way that creates value at every step of the customer journey.

It has also been valuable to learn from how other real estate companies work in the platform. That has given us both inspiration and confidence in building a structure that is scalable and sustainable over time.

You planned a gradual launch, with contracts first and cases and invoices later. How do you view that way of rolling out a new platform?

In an ideal world we would have rolled out all features at once, but in practice we see clear advantages in a phased rollout — especially when running several digitalisation initiatives in parallel.

For us it was decisive to connect the launch to a concrete opportunity in the customer journey where we can really make a difference. That is why we prioritised establishing a strong digital experience around move-in. Giving new tenants a smooth start, with clear information and access to the right services from day one, creates value that sets the tone for the entire tenancy.

At the same time we look forward to gradually activating more features, and to continue developing both our offering and our internal efficiency.

Is there a feature you are especially curious about — for example Davy, the AI assistant that answers tenant questions?

We see great value in being able to standardise and quality-assure communication around move-in and move-out — there are many recurring moments that lend themselves well to digitalisation.

In parallel we very much look forward to launching our AI assistant, which we have high hopes for. With the right implementation it can both relieve our organisation and increase availability and service levels for our customers.

We see AI as a natural complement to our other contact channels — not as a replacement, but as a way to create a more responsive and available customer dialogue, around the clock.

3. Future and further development

What are your long-term expectations for using an AI-driven platform?

In the long term we see AI as an important enabler of more data-driven and proactive management. It is not only about making existing processes more efficient, but about being able to anticipate needs, personalise communication and continuously improve the customer experience.

Our expectation is that an AI-driven platform can gradually take a larger role in analysing, recommending and automating — which frees up time for our employees to focus on what creates the most value in the meeting with the customer.

Ultimately we see this as an important part of building a modern and future-proof management organisation.

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