Customers increasingly expect digital and prompt communication, where notifications and requests are transmitted as conveniently as possible. Therefore, it is important for property managers to find a balance between visiting sites, meeting with clients and office work. The head of the property management department at Stell Eesti AS, Merike Kivisild, explains.
In a rapidly evolving and constantly changing society, it is vital for a property manager to be able to adapt their workflows to modern demands. In property management, we consistently face the challenge of maximizing operational efficiency while maintaining high-quality customer service. Customers’ expectations for service providers are growing, and innovative solutions are becoming ever more important to ensure modern and efficient property management.
More and more customers communicate with us through digital channels, allowing information to be shared very quickly. This is the most efficient and convenient way to notify property managers of issues within the property management sector.
In recent years, we have observed an increased workload for property managers, mainly due to emails and phone calls. Simultaneously, customers increasingly expect digital and operational interactions, where notifications and requests are transmitted as conveniently as possible. Therefore, it is important for property managers to find a balance between visiting sites, meeting with clients and office work. The main challenge we face is managing the increasing flow of information that needs to be transmitted as quickly as possible.
The digitalization of property management demands solutions that support the manager’s work. The data-driven software Saago, which we use, helps us to cope with these challenges.
We tackled the issue of information transfer by placing unique QR code stickers on properties. During a pilot project, 107 properties were connected, and 551 QR code stickers were installed. The software allowed us to take an innovative approach: accelerating communication chains and ensuring that information regarding issues reaches the relevant department promptly while still enabling property managers to verify the details. This solution also ensures reliable documentation and data storage.
For example, technical issues are forwarded straight to the head of the technical department, who can respond immediately. This eliminates situations where a problem remains unresolved until the property manager reaches the office to forward the message.
Our goal is to expand the use of QR codes, as they enhance the manager’s efficiency by allowing more focus on site visits and client interactions. We believe that the use of QR codes at sites solves many issues in property management.
Naturally, there are challenges to address in the future. For instance, at some properties, QR codes are open to everyone, and the information submitted may not always be accurate. However, we are confident that the advantages of using QR codes outweigh the drawbacks. Automation of processes reduces the number of errors and delays, ensuring that tasks reach the right staff members, who can immediately begin working on them. As a result, property maintenance can be carried out faster and more effectively, guaranteeing client satisfaction through timely solutions to their problems.