Sveafastigheter

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 rental apartments in growth regions across Sweden. The properties are managed and developed with a local, hands-on commitment. Sveafastigheter develops and builds new sustainable homes where demand for housing is highest.

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

1. Challenge

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

We had identified the need for a customer portal for some time, and lacked efficient, digital and modern channels of communication with our tenants. In addition, with a geographically dispersed property portfolio, there was a need for a single, unified communication channel.

What were your goals for the collaboration with Avy?

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

• Making it easier for our tenants to find information about their home in one and the same place.
• Abolishing all paper payment notices and moving to digital ones instead.
• Reducing the number of cases handled by phone by routing them to Avy's platform instead.

Internally, we initially had targets for things such as the number of registrations at move-in, and activity targets on the platform. When it came to AI Copilot Davy, we aimed to increase the self-service rate.

2. The solution

Sveafastigheter gradually implemented Avy's platform across its entire property portfolio and today uses the full breadth of its functionality to optimise communication and service for its tenants. The implementation has been phased, with new features often tested in pilots in parts of the portfolio before being rolled out widely. Some of the most significant features Sveafastigheter has introduced are:

• AI CoPilot Davy — automated customer support that relieves the customer service team by handling frequently occurring cases and questions.
• Digital payment notices — a measure that has helped reduce paper handling and simplify the payment process for tenants.
• Residential services — a feature that allows tenants to easily sign up for 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 Digitalisation 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 holds its own thanks to our close collaboration.

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

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

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

Residential services have proven valuable by offering our tenants reliable, quality services and making life simpler for them. In 2024 we set a goal to double the number of subscriptions signed, which we successfully achieved in 2025.

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

It is difficult to put exact figures on the effect, because many variables can influence it. What we can see, however, is that the number of cases categorised as “General” has fallen significantly in comparable parts of our portfolio since we started using Davy.

Have you seen any specific efficiencies or improvements in your workflow?

We notice that our tenants have become more digitally engaged, which has resulted in fewer general cases reaching the service centre. We have also seen a measurable improvement in our service index.

How have these results affected your organisation and your goals?

The administration has adopted a more digital way of working, which gives employees better insight into their respective properties. We have placed great emphasis on establishing clear service goals to support day-to-day work and drive organisational change.

How have you worked to engage the whole organisation in your way of working?

We have held in-person meet-ups and workshops focused on increasing use of the app. On-site training for our employees has been crucial and has contributed to a more personal and accessible approach. A clear communication plan with specific objectives, and clarity about the tools available, has also been essential.

4. Vision of the future

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

We aim to digitalise the entire tenant journey and improve the experience. By tenant journey we mean digitalising expressions of interest, contract signing, moving in, living and moving out. Our focus has previously been on conversion; now we want to develop the content and the integrations to optimise the user experience. We see great value in improving the experience for tenants so that we can work more proactively and give our residents recommendations before any problems arise.

What are your expectations of Avy in this development?

We would like to implement Copilot Davy in more, if not all, parts of our portfolio to offer greater support to our tenants. I expect our good collaboration to continue, with a focus on AI solutions — not only for tenants but also for our organisation. There is both a need and a value in us, as a property company, gaining proactive insight into how our tenants are doing, in a simple way. I also see that Sveafastigheter and Avy can continue to inspire each other to achieve shared goals