08/05/2003

Better Tenant Retention

Streamlined Service Request Processing Is Key

 

Performance Management

Service Request, part of Workspeed’s suite of applications for real estate, is an easy-to-use, low-cost application that streamlines the maintenance request process and boosts customer service response levels with total work order transparency for tenants and property managers.

Service Request also provides live, up-to-the-minute reporting capabilities to property owners for monitoring maintenance activity and billable work orders – by individual property or entire portfolio – for better management decisions.

Workspeed drives real estate performance.

For more information, visit (www.workspeed.com).

How can a sharp property manager use technology to improve tenant retention in today’s difficult leasing environment? New, web-based applications that automate tenant request processes are creating quicker response times and increasing tenant communications. These easy-to-use applications are boosting customer service response levels, thereby helping property management retain tenants and attract new ones.

Traditionally, tenant service request fulfillment, ranging from maintenance to planning to security, has been a largely manual and time-consuming process using outmoded paper forms and phone calls with little or no tracking capabilities. While this process did get the work done – eventually – property managers were forced to use inefficient means to deal with hundreds of individual tenant requests arriving every day. This increased the chance for delay and error.

Streamlining maintenance request processes leads to greater tenant satisfaction by eliminating time-consuming, ineffective, and often redundant paper work. It also gives property managers the chance to get to know their tenants’ needs better and proactively address their concerns. A better reporting system with fewer opportunities for human error also allows managers to address reoccurring problems, identify maintenance patterns, and make informed decisions about long-term maintenance or capital improvements.

“Since we’ve implemented a web-based building management software system, we’ve improved our communications with our tenants and they appreciate the convenience of the system. They enter their requests on their time, not the building office’s; they also have the comfort of knowing their request won’t be forgotten,” explains Kirsten Walraven, Seagate Properties, general manager at 44 Montgomery Street, San Francisco.

Not surprisingly, delays and errors place an enormous strain on the tenant/property manager relationship. When a request was initiated manually, a tenant may not see any tangible action taken to remedy the problem for several hours or even days. What the tenant may not understand is that building management is hard at work behind the scenes following an antiquated authorization/reporting protocol involving several layers (and numerous staff members).

Today, property managers can take advantage of streamlined, automated work request processes via the web that not only speed up service delivery, but also provide a critical database of information for billing service requests. Additionally, these new systems provide property managers with the opportunity to create a partnership with tenants by increasing communication, creating a sense of inclusion, and empowering them with self-service initiation and tracking of their requests.

“An increased level of customer service is the intangible amenity that gets a lease renewed,” explains Richard Ruben, founder of Workspeed and CEO of the Lawrence Ruben Co. “Retaining a tenant is always cheaper – it could easily cost $100 a square foot to replace a tenant.” (That’s $100 per lost tenant vs. pennies per square foot for a web-based service request system that increases the chances of keeping that tenant and gaining new ones.)

To compete in this tough real estate climate, property managers need to differentiate their facility from newer, more prestigious, or even cheaper properties. Tenants will be less likely to seek out new office space if the current environment is well maintained, operating costs are competitive, and most importantly, if the building management is responsive and customer focused.

Richard C. Giordanella, a seasoned executive with more than 25 years in building successful software companies, is CEO at Workspeed (www.workspeed.com), a New York City-headquartered provider of web-based and wireless applications that optimize real estate enterprise performance.
 


Visit our website today to learn about the design flexibility of a Morton building and the endless possibilities of partnering with our designBUILD team.


Wood construction is both cost and energy efficient. Check out Morton Buildings and our designBUILD team online today to discover all the benefits of post-frame construction.


When choosing a metal-clad building for your next construction project, consider Morton Buildings, Inc., and their designBUILD team, we’ll make your dream a reality.

We Can Help You Reduce Energy by 30%

Our mission is to help our customers manage their buildings' energy costs, improve reliability, and enhance performance while having a positive impact on the environment.
CLICK HERE to find out how.

Add highly responsive multi-zone comfort to any building project, in any climate. Our CITY MULTI H2i R2- and Y-Series VRF systems give you flexibility to fit the needs of any building. Enjoy 100% heating capacity at 0°F outdoor ambient, and 85% heating capacity at -13°F outdoor ambient.  For more information, log on to www.mitsubishipro.com


Visit our website today to learn about the design flexibility of a Morton building and the endless possibilities of partnering with our designBUILD team.


Wood construction is both cost and energy efficient. Check out Morton Buildings and our designBUILD team online today to discover all the benefits of post-frame construction.


When choosing a metal-clad building for your next construction project, consider Morton Buildings, Inc., and their designBUILD team, we’ll make your dream a reality.

We Can Help You Reduce Energy by 30%

Our mission is to help our customers manage their buildings' energy costs, improve reliability, and enhance performance while having a positive impact on the environment.
CLICK HERE to find out how.

Add highly responsive multi-zone comfort to any building project, in any climate. Our CITY MULTI H2i R2- and Y-Series VRF systems give you flexibility to fit the needs of any building. Enjoy 100% heating capacity at 0°F outdoor ambient, and 85% heating capacity at -13°F outdoor ambient.  For more information, log on to www.mitsubishipro.com

 
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