Eric Aplyn, CEO of Allthings:
Tenants tell us that they love the Allthings app. That does not keep them from reaching out to building managers over email, messaging service, telephone, or postal mail. Or sometimes, all of these channels. Sometimes, on the same day.
Our vision for the Allthings platform is that tenants and property managers should have the simplicity of a single place for end-to-end communication that can include any common communication channel. That is why for the past months we have concentrated our development team on making the Allthings platform omnichannel capable.
Omnichannel capable means that we want to enable our customers to capture all incoming requests on any communication channel, and also make all outbound deliveries of information and documents on any communication channel.
This is the key challenge that must be met in order to realize the full value and benefit of the tenant experience platform. Allthings’ customers want to be more efficient. They want to provide a more valuable tenant experience, and to achieve transparency through excellent data quality. These are only aspirations, until they can reach all tenants.
Success with a single channel, or with all the channels
Some of our customers have been able to achieve 80%-100% registration rates by limiting essential tenant interactions to just the app.
This is not an option for all of our customers. One of our early-adopters - a company that has strategically and intentionally moved to digitize their processes - nevertheless still reports the following breakdown of channels used for first time incident reports: telephone 40%, email 35%, app 20%, other 5%.
It’s true that each supported channel costs more in time, effort and overhead. But that is not the most inefficient part, a prospective customer mentioned in a recent review. That comes when a single incident involves multiple communication channels, like telephone, email and a letter. “Two months later, the tenant calls and says their insurance company needs a piece of information and then we have to find it, somewhere in that communication chain.”
Enabling our customers to capture 100% of tenant interactions is the key to unlocking the most value for our customers and their tenants. It’s not just more efficient. It makes the tenant experience better.
For more information, check out the more detailed article on email-to-ticket, below. Keep an eye out for the latest updates on more omnichannel features now in testing.
