1. Needs analysis and solution selection

What was the specific need you saw that led you to consider a digital platform like Avy?

As Klövern is still in a building phase within the tenancy transaction, we have a unique opportunity to shape a modern, digital management model from scratch. For us, it's not just about streamlining — it's 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 organization while enabling a safe, agile and more proactive everyday life for those who live with us.

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You had options such as existing suppliers and your own system solutions on the table — what was it that ultimately pointed towards Avy?

We evaluated both established suppliers and the possibility of developing our own solutions. What particularly distinguished Avy was their mature and well-thought-out structure for the customer journey — not least when moving in and out, where quality and clarity are crucial.

Their digitized information flows and broad service offerings make it possible to standardize recurring processes without losing the customer-centric perspective. At the same time, Avy offers strong integration opportunities, giving us the opportunity to bring our digital management together into a cohesive ecosystem with a unified view of both data and customer relationships.

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What technical requirements did you have on your list of requirements?

A key starting point for us is to have control over our data and ensure that it can be used strategically over time. Therefore, open and stable integrations with our other systems were a prerequisite.

We also value the flexibility and development power of our partners. Here we feel that Avy stands out because of its responsiveness and willingness to further develop both the platform and the integrations in line with our needs. It creates not only a great solution for today — but a partnership that can grow with us.

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2. Implementation and use

How has it been to get started with the platform — from putting the properties in to the team actually starting to use it?

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

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

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You planned a gradual launch (contracts first, cases and invoices later) — how do you see this way of rolling out a new platform?

In an ideal world, we would have rolled out all the features at the same time, but in practice we see great benefits from a phased roll-out — especially when running multiple digitisation initiatives in parallel.

For us, it was crucial to be able to link the launch to a concrete opportunity in the customer journey, where we can really make a difference. That's why we prioritized putting in place a strong digital experience in connection with access. Giving our new tenants a smooth start, with clear information and access to the right services from day one, creates a value that sets the tone for the entire tenant journey.

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

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Is there a feature you are extra curious about starting, e.g. Davy (the AI assistant) who will answer tenant questions?

We see great value in being able to standardize and ensure the quality of communication in connection with moving in and out — there are many recurring moments that are well suited for digitization.

In parallel, we are very much looking forward to launching our AI Assistant, which we have great confidence in. With the right implementation, it can both relieve our organization and at the same time increase the availability and level of service for our customers.

We see AI as a natural complement to our other contact paths — not as a replacement, but as a way to create a more responsive and accessible customer dialogue, 24/7.

“For us, digitalization is not just about streamlining, but about building a management that is relevant tomorrow. With Avy we can combine structure, scalability and a strong customer experience — right from the first contact” — Anna-Karin Malmqvist, Head of Administration, Klövern

3. Future and further development

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

In the long term, we see AI as a key enabler for more data-driven and proactive management. It's not just about streamlining existing processes, it's about being able to anticipate needs, personalize communication and continuously improve the customer experience.

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

By extension, we see it as an important part of building a modern and future-proof management organization.

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