The future of the city

In conversation with Karin van der Ven,
General Manager Fuzer
&
Wietse Verheul,
Manager Commercial Support Amvest

LIVVIN: Amvest's new residential concept 

The idea for LIVVIN came about in 2019 after Amvest was inspired by Cruquius residents to think about a way to increase the enjoyment of living by improving services and connecting residents.

Livvin is the new residential service concept of Amvest. The goal is to increase customer satisfaction, residential enjoyment and the feeling of safety among residents.

Opportunities for the future
Wietse Verheul, Manager Commercial Support at Amvest, sees many opportunities for LIVVIN in the future. "Integral housing concepts, residential buildings with facilities, co-living and co-housing: these are all things in which LIVVIN can play a major role. Because we are involved there, we can learn a lot and quickly."

"Amvest has an important goal: to increase customer satisfaction, residential enjoyment and also safety. Why do you think this is so important?"

You find that it's important to invest retirement money in things that are socially responsible. Even better: in things that might also have social impact. With the way we approach this, we are trying to have an impact, for example, on the residential experience of all of Amvest's end users, by trying to combat loneliness, for example, by creating a connection between residents. That is one of the main motivations for doing it.

"Did it start from a customer need? Or is it more from the vision of Amvest or an investor who made this possible, such a concept?"

Karin: "That's the same thing in this case. It is for Amvest important to make the customer more central. That's why we look especially at what the customer needs when working out the concept. We do this by continuously mapping out: what are the preferences and wishes? What services are needed to optimize living enjoyment? We constantly keep our finger on the pulse and we also give residents a say. There is always the need that is invisible, the latent need. Then we only notice that there is a need for something as soon as we launch something in the app. While nobody asked for it beforehand. We always try to make this interaction central."

"The concept comes together in an app. But, the whole concept, isn't it much more than an app?"

The app is one channel that we use. Another component is really the human being, the community manager, who we deploy on location. And there really is a community living room in the building.

"The environment, the neighborhood, where the complex is located is also very important. How do you involve that?"

The neighborhood is involved by partnering with local entrepreneurs, for example. It is precisely about connecting the neighborhood with each other. That includes entrepreneurs, of course. We want them to flourish. This can be done, for example, by having the entrepreneurs also offer a service in the app. Think of offering a discount, an action or organizing an activity where residents are then welcome.

We organize activities in a building, such as Friday afternoon drinks. That sounds like an open door, but often that is very welcome in a neighborhood and a lot of people always join in.

"I can imagine that in addition to the fact that it brings a lot to the people who live there in terms of living comfort and happiness, it also brings a lot to Amvest, of course. You get people who are much happier in their environment. They might stay renting longer or if someone leaves, they'll nominate someone. Is that really how it works?"

We are indeed seeing lower (financial) vacancy rates. A lower mutation rate and higher tenant satisfaction. Our goal is that satisfaction. As Amvest, we always try to take social responsibility and focus on tenant satisfaction.

"You also have to deal with customer processes, with primary processes. A customer wants to pay the rent, report nuisance, etc. How do you pack that into the whole thing? Are you taking steps in digitizing there as well?"

Yes, definitely. We work with many partners that we depend on. For example, a lot of partners work with Holland ConTech & ProptTech, another part of the partners work again with Zig Real Estate. Our property managers are crucial. We work with the property managers to see how we can increase tenant satisfaction even further. What is needed for this? There are quite a few ideas and enthusiasm coming from the property managers and we as Amvest to go along with this as well as possible.

"Looking to the future - you want to grow somewhere: what are services you would like to have added to the current concept?"

The concept stands, but we are going to keep expanding the concept. Think for example of smart building services, an even better customer experience. In the app, the possibilities are actually endless. There are many opportunities for further expansion.

"Services are increasingly taking place digitally. At the same time, personal contact is also crucial, which is why there are community managers. As far as you are concerned, what percentage of services will soon be digital?"

As much as possible will soon be done digitally. By digitizing the primary processes, the community manager has the opportunity to have real conversations with residents about things that concern them. It is precisely to add that extra layer of creativity that we are trying to digitize as much as possible.

In conversation with Bas Ambachtsheer

"What proposition are you working on now?"

I'm working on several things, for example the 'operator role' in a building. If you look at a building, you see that more and more functionalities come into it. Tenants are getting different requirements. They want more flexibility. We are working to provide this flexibility throughout the building. Not only by managing the flex-environment, but also by making service accessible throughout the building. These days you are much more about treating people as guests. So it's much more about hospitality and experience and also about a digital "backbone," which means you have everything you do in the building on one invoice can get. This way the asset managers are relieved and you transcend property management. It all comes together on one platform.

"We're talking about the future of the city. How do buildings play a role in the future world?"

We look at this in two ways. First, a building is always part of its environment. We should never forget that. When thinking about how a building can become attractive, it is important to look carefully at what surrounds it. If you're going to develop a building, where is there room for development? What can you do in terms of furnishings and services? You can very much use the power of the environment.

You see buildings becoming more and more 'branded': positioned as a brand. We see that we have to offer more and more services that match the 'brand' of the building. The hospitality, the furnishings ... everything becomes one concept. Then you have to look at what tools and technology you need to serve the concept and make it very intuitive, so you don't have cumbersome processes.

A lot of owners still do not know exactly what is happening in their building. With one building, it is very easy to follow. With more buildings, some owners say it is no longer possible, but it is important to make that precisely to hold on to. We believe that with managed service contracts and community managers can ensure that the building is well managed on a daily basis. It's a business. You want from the owner happy customers, but also just get the right dollars per square foot out of it.