After a thorough test phase with 3,000 tenants, the BUWOG Tenant App came on the German market in December 2016. Available in the Apple App Store and Google Play Store, the mobile application ensures simplified tenant communication and saves time.
We are delighted to provide our German tenants the customised BUWOG app since the end of last year. When developing the app, it was important for us to improve the service for and communication with our customers. Nevertheless: the first step is the hardest and, despite the numerous tests which we carried out successfully before release, there was an error when starting the app shortly after its launch. This resulted in the tenants’ inability to log in with their data. While the error was remedied within a few hours, we nevertheless want to apologise to users for the inconvenience! Our new tool now functions without a problem and is looking forward to your review in the App Store.
What does the BUWOG Tenant App do?
We see the BUWOG App as an additional communication channel and link to our tenants. For this reason, the aim was a simple user interface and an incentive that has highly resonated with our users: it saves time. With the app’s functions, we have placed the focus on BUWOG’s central services. These include, first and foremost, the function “Damage Report”. In a few simple steps, tenants can take a photograph of the damage and upload it to the app, select a drop-down field for the room the damage is located in and then select the type of damage. For this, various categories such as Windows/Doors, Ceiling or Heating are provided, from which the specific type of damage is selected. Whether defective doors entering the apartment, lacking water pressure or the first signs of mould – all well-known defects can be reported via the app. Making an appointment with tradespeople poses a frequent challenge, particularly to working people. After reporting the damage, with the app users can state two possible preferred dates for remedying the damage. To conclude, there is also an option to enter a detailed description in free text. In the interest of service orientation, two weeks after reporting the damage, users receive a push notification asking whether the damage was already remedied, they can also submit a review of the tradesperson. With the app’s next update the damage reports will also be imported to BUWOG’s internal SAP ticket system, which guarantees even more rapid processing. Another function of the app which simplifies tenant life is the submission of forms for simple administrative tasks including participation in SEPA, noise protocols, landlord attestations and landlord confirmations. Frequently asked questions are provided as part of the FAQs including a keyword glossary. Mobile access to the House Rules is also possible and on the “blackboard” there is current information from the BUWOG Group on a regular basis.
The future of tenant communication via app
An app is never static – it should be possible to expand and adapt its functions at all times in order to respond to user needs. For this reason we provide our app to 3,000 tenants for a preliminary test prior to release. In addition to numerous minor optimisations, a portion of their feedback also included, for example, the issue of benefits, out of which the idea for the “Marketplace” grew. It will be possible to use it soon before logging into the app and it provides tenants with exclusive offers from partners such as the Deutsche Kautionskasse and Sky. In 2017 an inbox function and language selection will also be added to the app. In Austria the BUWOG Tenant App is planned for spring 2017.
With the implementation of the BUWOG Tenant App, we offer our customers numerous advantages. Residents benefit from also being able to send their damage report by app on the weekend or in the middle of the night, thereby saving time. Processing forms by mobile telephone also ensures greater flexibility during the day. Moreover, though cooperation with our partners, a large number of discounts on various products can be offered.
I am already looking forward to keeping you informed about further developments with the BUWOG Tenant App here.