Frank Visser, Giorgio Tsie & Ashley Pieters
How the app makes life easier
Can you introduce yourself and tell us what you do?
Frank Visser - Account Manager - MVGM Wonen
My name is Frank Visser and I work as an account manager at MVGM Wonen, for our client Bouwinvest. For Bouwinvest, we manage part of the housing portfolio of the Bouwinvest Inst. Residential Fund, which includes the newly built Het Dok complex. As manager, we handle the rental of the homes, the daily and planned maintenance and we are the first point of contact for the residents. We also manage, for example, the cleaning contractors and gardeners who ensure that the complexes look neat and tidy.
Giorgio Tsie - IT Product Owner Digital Tenant Services - Bouwinvest
My name is Giorgio Tsie. I am working at Bouwinvest and IT Product Owner Digital Tenant Services. Within Bouwinvest, I am responsible for the management and (continued) development of all applications and services that Bouwinvest's tenants use to arrange their tenancy matters. Both potential/future residents and existing residents.
Why did you start using the app / what is the added value for residents?
The app has been deployed so that residents can find all information about their apartment and The Dock, conveniently in one place. For example, information about their rental contract, information they need if they want to do odd jobs in the apartment but also user manuals for the equipment in the apartment. In addition, through the app, residents can also, among other things, easily get in touch with their neighbors via the "Message Board," submit repair requests or, for example, register for events organized for the residents. Furthermore, it is also technically possible that (most) submitted repair requests are automatically forwarded directly from the app to the (warranty) contractor. This significantly speeds up the processing of repair requests.
What are your expectations of using the app in the complex?
We expect that residents will find this a convenient tool and (additional) channel and that it will be widely used. We also expect that residents will make great use of the ability to submit repair requests through the app and that the app will reduce mail contact because almost all information is included in the app and there is a clear layout.
How was the adoption of the app among residents?
The adoption and use of the app is very high, about 95% of the 449 (main) tenants have the app on their phones. And in addition, there are co-tenants who also use the app. We can say that residents have been able to find their way to the app quickly and easily. Given the relatively younger residents in Het Dok, this was also somewhat our expectation, but also through good (recruiting) communication, the residents were additionally made aware of the use and convenience of the app.
How did you spread the word about the app?
We brought attention to the app beforehand through several mailing campaigns to the new residents and through a video containing the most important facts about the complex. It was also brought to the attention of all residents during completion.
What do residents use the app for?
We see mainly that the app is well used for submitting repair requests and viewing and arranging rental matters, among other things. But also for finding relevant housing or complex information.
Are you seeing a positive effect in customer satisfaction through the use of the app?
We expect the Living at Bouwinvest App to have a positive impact on tenant satisfaction, further research on this will be conducted by Bouwinvest.
How does an app make your life easier?
Residents are less likely to call our customer contact center because most of the information can be found in the app and people can now easily submit repair requests themselves through the app.
What does the future look like?
We continue to investigate how we can further improve and develop the App. The focus will be on the further optimization of the processes surrounding the submission of repair requests, in particular to keep the residents even more up-to-date on the status of the repair request. But also offering more and easier use of so-called service requests are important developments which we would like to implement together with the supplier of the app. We want to do this as much as possible by getting more and better insight into the use and "behavior" of the users of the app.
Community Manager of The Dock
Can you introduce yourself and tell us what you do?
My name is Ashley Pieters and I work as an online community manager for The James Company. As a raving reporter, I keep an eye on The Dock online, quickly link up with our collaborative partners when unhappy people are spotted online and, together with +James on location, chase the online community.
How does the app help the community manager?
The community manager can use the bulletin board to inform residents about issues that are currently going on so that all residents are kept up-to-date. In addition, residents also post questions/comments on the bulletin board that they can respond to. From packages lost to questions asked. We also use this environment to promote the events that are organized on it. For example, residents can sign up for get-togethers and we can get them excited through this way.
Can you define what a Community means?
A community is a community of individuals who share a common interest or goal. If we apply this to a housing complex, the residents form the community. However, this only begins to take shape when residents actually get to know each other. That's where our +James comes in. Through the conversations he/she has with residents, they get to know the residents and can connect residents with common interests. Residents who might otherwise never have found each other because one lives on the 20th floor of residential block A and the other on the 4th floor of block C.
What makes a community a strong community? What does it take?
It becomes a strong community when the residents themselves take up activities, know how to find each other better and better, and are able to speak to each other about the house rules and the living comfort they create together. A community is also strong when traditions are created. These are annual get togethers that all residents really look forward to. Furthermore, a strong community also creates a feeling of social safety, the idea that everyone is keeping an eye out for each other. The basis needed for this is a social person/contact person on location who can guide the residents in this. But strength communication channels are also important. Think of information screens and an app that is well maintained in which residents feel heard.
What's your top tip for growing your community?
Keeping residents in touch with everything that happens in a building from the very first moment, offering a listening ear on location that can also pass on this information to an administrator, connecting residents to each other and ensuring that they get to know each other a little better in an approachable way and, not least, allowing new residents to hook up to this directly/propose new residents. A nice tool to use for this is the app. Are your events not catching on? Research the needs of residents so you can respond to them.
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