Fully digital: Mannheim housing company benefits from an end-to-end customer experience
Digital means of communication have long been an important part of our everyday lives. In the housing sector, tenant apps are used for this purpose and are equally popular with housing companies and users. At present, however, it is still difficult to persuade new tenants to use them. The merger of Immomio and DIT promises to remove this hurdle and, in future, to offer a digital end-to-end customer experience from the flat search and signing the tenancy agreement through to moving out. This is particularly good news for GBG – Mannheimer Wohnungsbaugesellschaft, which has been a customer of both companies for some time.
There are many points of contact between housing companies and tenants. Immomio has developed a digital process for communication from the invitation to a viewing right through to signing the tenancy agreement. GBG has also been using this letting platform since June 2021: „We are delighted by the enormous time savings from the various automated processes,“ reports Andreas Fecker, Senior Project Manager at GBG. In addition to the time savings, Fecker welcomes the reduced workload thanks to fewer phone calls, as well as the high data protection standard of digital letting: „This has already been certified to DIN ISO 9001.“
Communication via the tenant app
To keep tenants digitally involved after a successful letting as well, GBG uses the DIT tenant app alongside Immomio. Its features range from news about the tenant’s own flat to specialised offers relating to housing. The app also gives tenants easy access to their customer account, so they can view their contract documents or service charge statements at any time. Requests or damage can easily be reported and tracked digitally, and numerous self-services, such as updating contact details, make coordination easier for GBG. Nevertheless, the app’s usage rate is still modest at present: „Currently, around 22 per cent of our tenants have personalised access to the app. After an initial increase, user numbers are currently stagnating,“ reports Michael Göpel, who also works at GBG.
Usage rate set to rise significantly
With the merger of Immomio and DIT, this is now set to change: linking the two products offers housing companies numerous benefits – one of them being the digital end-to-end customer experience, from the flat viewing and moving in through to moving out. New tenants can now use the tenant app immediately after their flat has been confirmed, without any additional registration process. Through this digital linking of processes, GBG expects a significant increase in the usage rate of the tenant app: „Our goal is for 30 to 40 per cent of our tenants to be using the app within the next 2 to 3 years,“ says Göpel. With Immomio and the further planned developments towards a 360-degree platform covering everything to do with the home, this goal is entirely realistic and will further improve GBG’s day-to-day work in future.
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