Identification of needs and choice of solution

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Q: What concrete need led you to start considering a digital tenant experience platform like Avy?

Answer: We lacked our own digital channel for matters between us and the residents. Communication was handled through employees' personal email addresses and phones, making customer service very time bound, resource-intensive and difficult to monitor. The overall picture of incoming cases became fragmented, and from the residents' perspective it was not a clear or smooth experience. We needed to centralize housing-related matters, reduce the burden on customer service and create a more structured way of working — both for residents and for the organization. Initially, we thought this need would be addressed in other ways, particularly as part of a future ERP system.

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Q: How did you come to the conclusion that Avy was the right solution for you and your residents?

Answer: The idea of a digital service channel was initially linked to a larger ERP procurement, where a solution aimed at residents was seen as part of a future holistic system. Therefore, the solution was perceived as remote and difficult to concretize. A visit from a representative from Avy changed our image and made the need more concrete. Through the dialogue, it became clear that an accommodation platform could serve as a stand-alone and quickly implementable solution to the everyday challenges we faced. This made us shift our focus from a long-term system project to a more practical solution that could create value instantly.

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Implementation and use

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Q: How has the implementation of Avy's platform gone so far?

Answer: The implementation was generally quite controlled, but required a lot of work from the organization. At the same time, we implemented several other major changes to our ways of working: we phased out employees' personal email addresses, introduced shared team mailboxes, voice mail and appointment booking. Avy was thus part of a larger change in the way of working, not a single isolated venture. From our perspective, the implementation on Avy's part worked well. Support was available and any issues that arose were resolved smoothly. Collaboration made it easy to be transparent about both half-finished ideas and practical challenges, and discussions often helped us clarify our needs and take concrete steps forward. The implementation did not require any changes to our existing systems. The platform technically works well, but in practice we have had to find creative solutions because our property portfolio is diverse and a unified model does not fit all objects.

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

Answer: What has worked particularly well is that the residents now have a clear channel for cases and contact. It has reduced the strain on employees' personal emails and phones and created a better structure in customer service. Although Avy is part of a larger change, it has been a very valuable addition to our service offering. The challenges are mainly about activating existing tenants. Not everyone switches to a new channel right away, and during the transition period we have had to maintain parallel working methods. However, we see this as a natural part of the process of change.

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Q: Is there a feature or service in the platform that you find particularly valuable?

Answer: The most important thing is that all housing-related matters come together in one place from the resident's perspective. Error reports, information and contact with customer service are not separate functions but parts of a whole. It strengthens the residents' self-service and also facilitates the internal division of labor.

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Future and further development

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Q: What future opportunities do you see with Avy's platform in your business?

Answer: From our perspective, Avy's most important future role is to be the primary channel of contact for residents. The aim is not to increase the number of services uncontrollably, but to strengthen a clear and well-functioning channel in which housing-related matters are handled smoothly. We see Avy as a flexible platform that can be developed incrementally based on our operations and our varied property portfolio. Not all functions lend themselves to implementing in the same way everywhere, making adaptability a central strength. In the longer term, Avy can become part of a larger system landscape, where different digital solutions work together without locking the business to a specific way of working. Our development is based on residents' needs and insights from daily work. Most importantly, the platform supports smooth processes, reduces manual labor and provides a better overview.