The twoday Flow CX360 is a complete platform for measuring and developing customer experience across all channels and touchpoints. In Visma Tampuuri’s case it serves as an automated tool that offers a real-time analysis on the quality of customer service and experience from the tenants’ perspective.
With the CX360 customer experience platform, landlords can collect feedback automatically from tenants as they move in and out, and whenever they leave service requests or fault reports.
CX360 also enables easy customer satisfaction surveys to tenants. Feedback is automatically saved on a cloud-based visual dashboard, which provides an intuitive, data-based view of the service chain’s performance and guidance for corrective measures.
Mikko Hyvärinen, Director, Product Management, from Visma Tampuuri says that l andlords showed clear interest in the service even before it was launched:Working on weaknesses allows landlords and property management to improve tenant satisfaction, enhance tenant retention and boost profitability of the property.”We collect feedback from tenants in real time to help landlords and real estate management spot the weakest and strongest links in the service chain."
All Tampuuri users can download the tool directly as an additional service.
Including a tool for measuring tenant experience as an extension to the existing process, allows Visma Tampuuri to send feedback questionnaires to tenants at the right time, as soon as their fault reports have been actioned.
Once the data has been saved on the dashboard, you can use a wide range of options for filtering and sorting the data based on multiple criteria, such as property, service provider and fault type.
How It Works:
When tenants move in or out, they receive a questionnaire on how the move went.
Feedback is crucial in improving customer experience as Tuukka Heinonen, Head of Customer Experience Management at twoday AI Works, explains:
“Direct feedback from tenants brings a new dimension to developing tenant service and property management. More often than not, we view matters through the company lenses and review processes or services from the inside when, in fact, we should flip the perspective and find out how the tenants see things."
Feedback from tenants enriches the “hard data” available in Visma Tampuuri, enabling "a tenant's eye view" of the service chain’s performance.
By integrating different data into dashboards, it's easy to gain insight into:
The overall aim is to improve the tenant experience, tenant retention and the profitability of the property.
Tenant experience is based on the overall performance of the entire service chain, which involves questions like:
Feedback quickly shows how the service chain and various parties operate, making it easy to fix whatever is not working and improve both internal and partner operations.
You can't change the location of your property, but you can make it more attractive by improving the tenant experience.
Offering people a chance to participate and voice their opinions via questionnaires is an excellent way to engage tenants in developing their living environment, which is important for most people. After all, home is usually the #1 place in the world and the more opportunities to influence what it's like to live there...
“Nowadays, people can browse through options and make choices more quickly and easily than ever before. That's why continuous and active feedback is critical – one of the most effective tools for ensuring that your property remains attractive to tenants.” Tuukka Heinonen, Head of Customer Experience Management, twoday AI Works