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Inside the New Office Experience:
How Tenant Experience Technology Is Transforming CRE
The modern commercial real estate (CRE) market has gone through
With the value equation shifting from buildings themselves to the people who occupy them, tenant experience technology is helping CRE leaders adopt a consumer-first model and embrace the most recent digital disruptions.
With HqO’s end-to-end operating system, property teams can blend the physical and digital workplaces to ensure innovative, engaging, and memorable experiences that streamline even the most challenging interactions. Together, we can tackle the obstacles of attraction, fragmentation, and differentiation for any portfolio — by giving CRE teams the power of direct communication and efficient strategic execution, we bring teams closer than ever before to the employees who work in their buildings.
Tenant & Employee
Go inside the day of...
A Day in the Life of an
Like other asset managers, Bianca is focused on assessing the performance of her portfolio by identifying new opportunities for growth and key areas for improvement. Her typical process for doing this, however, is frustrating and time-consuming.
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“How are our tenant attraction and retention rates?”
Bianca receives an email from her boss early in the morning asking her to prepare a performance report across her portfolio. He specifically wants to discuss tenant attraction and retention strategies and is looking for recommendations on CapEx and OpEx investments to better compete with new inventory on the market. This is a big undertaking that requires her to manually sift through various emails and reports on each building’s returns and investments. It could take several days to complete.
Bianca heads straight to her desk and logs on to the HqOS Digital Grid™. From the Spaces Overview, she gets quick access to key metrics from her entire portfolio. A quick review of benchmarks helps Bianca determine that the company needs to activate more building features and diversify amenities, which will help her gather more data about the buildings and also increase tenant satisfaction.
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“Why is our occupancy rate so low? I need
better data to understand.“
Bianca’s team notices that some assets have a low occupancy rate. She spends a lot of time trying to determine why that is, and how other buildings in the area seem to have much higher occupancy. She begins reading various internet articles about real estate in her part of town and reaching out to email contacts to ask questions. But she isn’t finding quality information and her improvement strategies end up including significant guesswork.
Bianca wants to increase the occupancy rates in some of her assets. To better differentiate her buildings, she surfs the HqOS database to compare and contrast her assets to others in the area. Based on her findings, Bianca establishes a working group with other properties teams that have a similar retail makeup. This provides specific insights into the necessary changes she needs to make to her portfolio and helps increase building occupancy rates.
“Which amenities make the most impact?“
Bianca wants to know which amenities in certain buildings were worth the investment and those that aren’t performing as intended. She contacts a few of the property managers to gather data, but they, in turn, need to get more information from their tenant points of contact. By the time they get back to Bianca, they tell her they weren’t able to gather enough information to paint an accurate picture of their buildings’ amenity usage.
Bianca wants to learn which amenities in certain buildings were worth the investment and which building features aren’t performing well. She quickly pulls a series of building population reports across her portfolio, which provides Connection Scores that show how tenants engage with certain building features and amenities. She’s able to pinpoint exactly where to deploy more capital, as well as where she can save costs due to inactivity or lack of interest.
Dave has another busy day ahead of him. As property manager, he’s focused on keeping his tenants happy. That means listening to their feedback, managing and improving amenities, and always looking for new solutions and services to boost retention and satisfaction rates.
A Day in the Life of a
“My inbox is a mess! Managing tenant
feedback is too complicated.”
Once Dave arrives at the office, he heads straight to his desk to sort through tenant email requests. He reviews work orders and catches up on the other off-hours activities in the building like service bookings, tenant access cards, cleaning information requests, and more. He notices many tenants are requesting access to some of the building’s amenities, which causes him to individually respond to each email and create multiple calendar invites. It’s overwhelming.
Dave heads straight to his desk and logs on to HqOS™ Headquarters, where he has access to an easy-to-use desktop view that helps automate work order processes. He begins to automate email follow-ups to tenants, approve and deny requests as appropriate, and review everyone’s schedules — all in a matter of minutes. He now has extra time to start creating content that updates tenants about new building protocols, cleaning schedules, and more.
“There are so many vendors out there. How can I make sure I’m choosing the right ones for my building?”
Dave answers a few cold calls from vendors trying to sell their services and then runs through his daily meetings with several service providers and staff members. He has a hard time determining which vendors would be a good fit for existing building systems and those that would add real value for tenants.
After reviewing tenant survey feedback and looking at his building population data, Dave has an idea of which amenities and services his building needs. He starts to search through HqO’s growing Marketplace of best-in-class technology partners. He's relieved because not only are they pre-vetted to ensure quality partnerships, but they’re also already interoperable with the larger HqOS ecosystem — and therefore with his building. He doesn't have to worry about guesswork.
Dave answer a few cold calls from vendors trying to sell their services and then runs through his daily meetings with several service providers and staff members. He has a hard time determining which vendors would be a good fit for existing building systems and those that would add real value for tenants.
“My updates aren’t getting to tenants fast enough.“
Dave still needs to address building queries from earlier in the day, so he writes to the tenant point of contact to disseminate information to the larger building population for him. But he worries the information won’t get to the right people fast enough.
Dave’s custom updates and messaging from earlier are ready, and now it’s time to share them directly with the building’s app users. Using push notifications, he sends out content immediately. Furthermore, he uses the Audiences feature to easily direct different pieces of information to specific tenants across his portfolio.
As a busy young executive, Gina has a lot on her plate. When she’s not juggling deadlines, meetings, and other last-minute tasks, she wants to connect with her fellow colleagues and get the most out of her time in the office.
“Shoot, I’m running late!”
Gina enters the office lobby and has to rummage around to find her tenant access key. This is a little stressful — she’s already running late for her morning meetings, and doesn’t want to touch too many surfaces due to new health and safety recommendations.
Through the tenant app, Gina is able to take advantage of her building’s integrated mobile access features. She scans herself into the building using her phone. From there, she rides the elevator and accesses her company suite without ever touching a physical surface. The journey up to her desk is quick, seamless, and touchless.
“I have 15 minutes to grab food
before my next meeting.”
Gina runs out to grab a quick lunch between meetings. However, everyone else has the same idea, and she stumbles upon lines at all her go-to places. She also wants to eat healthier, but her favorite healthy meals are a little higher than her lunch budget allows.
Gina’s company is offering a 10% discount to local healthy lunch spots if she orders through the tenant app. Not only that, she’s able to order lunch ahead of time, so she doesn’t have to wait in a crowded line. Her lunch is ready and paid for when she arrives at the restaurant to pick it up, and she’s in and out in under a minute.
“I need to blow off some steam.”
A big client meeting went really well for Gina, but the anticipation made it a very stressful day. She asks her peers if they have any evening plans, but after several tries, she just ends up going home.
A big client meeting went really well and Gina just wants to blow off some steam. She checks the tenant app and sees a landlord-sponsored building Happy Hour starting at 6 p.m. Several of her colleagues have already RSVP’d, so Gina joins them. She also notices a virtual yoga class available the next morning at 7 a.m. and decides to attend before heading into work.
See it in Action
Activate Real Connections.
Create Smart Spaces.
In the new era of CRE, people aren’t just looking for a place to work. They’re looking for a flexible and personalized community that they can be a part of. With HqO, you can turn a growing tenant experience technology ecosystem into your competitive advantage.