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Resident Software – Six tips for a successful launch

Covid-19 has accelerated the uptake of resident software and PropTech in general. To remain competitive many operators are looking to implement new resident software platforms to best serve their residents’ needs.

Operators are looking to increase building management efficiencies whilst also growing resident engagement and community. Our Client Success Team share six valuable tips on things to consider throughout your implementation journey.

THINK BEYOND COVID-19 – HOW WILL RESIDENTS USE THE SOFTWARE ONCE THE PANDEMIC ENDS?

It might be hard to imagine, but the Covid-19 crisis will pass and the world will go back to a version of normality. Although, people’s attitudes and priorities may have changed. Therefore, it’s important to consider your residents needs after the virus passes. How will your new resident software work post Covid-19, and what are all the different touch points you need to consider?

This could mean a variety of different things: a better booking system for hot desks to facilitate more flexible working. A solid, instant communication platform to ensure your residents feel supported and safe, or simply more community engagement initiatives so help residents get to know neighbours. It’s vital to prioritise these needs and build them into your strategies moving forward. 

WorkflowsUSE THE LAUNCH AS AN OPPORTUNITY TO RE-EVALUATE WORKFLOWS AND PROCESSES.

If you’re looking seriously at implementing new software, it’s probably a great time to audit your workflows and processes. Are you doing things the most effective way, or is it just the way you’ve always done things?

Survey your staff and listen to their needs and concerns. Furthermore, ask your new software suppliers for any recommendations, they’re usually very happy to help and are full of wisdom from other implementation projects.

UTILISE THE CUSTOMER SUCCESS TEAM.

Reputable software providers will offer support in implementing your new systems. Ensure you setup a meeting with the Customer / Client Success Team as soon as possible to discuss your launch and implementation strategy. The team will be full of ideas for the long-term success of your resident software. They can usually help with everything from technical implementation to content and event ideas.

PLAN A LAUNCH EVENT (EVEN IF IT’S REMOTE) AND HAVE A LAUNCH STRATEGY IN PLACE

Your new resident software is going to benefit both your staff and your residents. In order to maximise the potential of the software you need to get both groups excited, and on-board. At Spike we recommend planning the launch in advance and having some sort of launch event, even if restrictions mean this has to be remote. Take this event as an opportunity to showcase the benefits of the software and how it’s going to make their lives easier.

LISTEN TO YOUR RESIDENTS, EVALUATE THE DATA AND IMPROVE.

Once your software is live it’s easy to think that the work is done, however it’s important you continue to listen to your residents and adjust your strategy accordingly. Resident Software is a fantastic tool for listening and gathering data. Use these insights to continue improving and get the most out of your investment.

phoneinhandCHOOSE THE RIGHT SUPPLIER.

When you’re looking at new software it’s important you consider more than just the technology. Does the company have the on-going support you need? Are they flexible and willing to help you problem solve? What do their customers say about them?

You’re going to be working with your chosen company for a long time. It’s important the relationship is the right fit for you and your business. 

How could Spike help your business?

Spike Global delivers industry-leading software that connects people and properties to create attractive, efficient and engaging places for living, working and playing. 

Working across residential and commercial sectors, our unique market insights help us consistently achieve industry-leading results that maximise occupancy, revenue & profit.

We understand what it takes to make resident software successful. We have a proven track-record of delivering real, tangible results with more than nine years experience in launching and operating property software worldwide. 

Want to find out more about Spike Global? Simply submit your details below and a member of the team will be in touch shortly.                                                                          

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Resident Engagement – 5 Tips to Strengthen yours

As Spike’s Community Manager, I’ve pulled together five simple things PRS operatorsproperty managersasset managers, developers and home builders should consider when putting together a resident engagement plan. These actions will boost engagement levels and ultimately help you nurture content, loyal residents who want to occupy your spaces for longer. 

COVID-19 has disrupted every aspect of our lives. For many this change has provoked a priority shift and attitude change. In order to stay competitive, businesses must adapt to these changes and support their residents through these uncertain times. 

Resident Engagement Tips

1. Think beyond traditional face-to-face events.

Six months ago events were likely a large part of your resident engagement strategy. Even with restrictions lifting, residents and staff will be cautious of mass gatherings. Despite restrictions we’ve seen some fantastic innovation with community engagement initiatives. These examples prove it’s still possible to rally together as a community, even from a safe social distance. Moda Living for example hosted a pizza night for their residents, which was launched through their Resident App, My Moda. Moda partnered with a local Italian restaurant to deliver a pizza to each resident who’d signed up, as a treat from Moda. This small act of kindness supported their local community and made residents feel less alone and supported. In the midst of lockdown this was a real boost for their community. 

2. Establish open lines of communication between your staff and residents.

On-site teams play an important role in nurturing your residential community, even if they’re not onsite all the time. Residents need to feel comfortable in approaching staff about problems and/or worries, and feel issues are dealt with quickly and efficiently. After all, happy people make happy spaces and feelings of dissatisfaction can be very disruptive.

Some of our client’s have chosen to set up ‘I’m happy’ and ‘I’m not happy’ forums in their Resident Apps. Residents can then post issues or praise accordingly. Although this might sound risky it gives operators the right to reply to any complaints as a result, and keeps the problem contained. Moreover, it offers residents complete transparency which then translates into trust and loyalty. 

3. Empower residents to socialise outside of organised activities.

Although organised activities and initiatives are important, there will be residents who prefer to socialise with neighbours on their own terms and in their own time. It’s important to give your resident’s choice in how they interact. Since the start of lockdown in March we’ve seen an incredible 700% rise in social interactions across our resident portals. These interactions include comments, likes and messages on social forums and clubs. We’re now seeing these digital interactions  transforming into face-to-face friendships. What is even more encouraging, for instance, is that residents are now creating these forums themselves, creating micro-communities. We’ve seen everything from charity bake-sale forums to poker clubs being created as a result. 

4. Listen to your residents.

Many make the mistake of assuming they know what their residents want, and create a strategy around these assumptions. As a result these efforts are often wasted. Invest in really getting to know your residents. This can be done in a number of ways; Fizzy Living created a service where residents can reach out to their buildings managers to book an hour slot to discuss their life at Fizzy. Building managers then come away with actionable insights to implement moving forward and residents feel heard. Another simple way to do this is by tracking and analysing data from your resident portal, identifying popular subjects, events, discussions and pain-points. 

5. Plan, Track, Analyse, Plan 

Despite the ever-changing landscape it’s still important to plan ahead when it comes to resident engagement. Our in-house Community Engagement Team put together a monthly engagement plan with our clients to map out key activities. Following this, the teams meet at the end of the month to analyse data, spot trends and make changes accordingly. This approach is instrumental in the success of portals. As a result this allows our client’s so stay one step ahead.


To find out more about how Spike could help improve your resident engagement, retention and reputation, simply submit your details below and a member of the team will be in touch shortly.