Role of Technology in Personalizing the Customer Experience

Role of Technology in Personalizing the Customer Experience

As the director of Bozzuto Management Company, I oversee operations for multi-family management. I even have been witnessing various technological trends creating an impression within the PropTech space, the foremost prominent of which is sensible home technology, which today has gone beyond“Alexa, activate the lights.” Subsequently, the PropTech space has got to consider the various elements related to this trend like infrastructure and devices. We’ve got a pilot with the IoTus group that gives a sensible apartment platform on which users can control temperature, lights, and other such equipment during a smart home setting.

Another trend we are witnessing is that the change in consumer communication and interaction patterns. All of our customers rely heavily on their mobile devices, and that they want every feature on them—from scheduling to service requests—which are often configured on their devices. Recognizing the necessity, we've invested an incredible amount in software which will fulfill this. we've recently extended our specialize in enhancing the customer journey by investing in a perfect CRM system. This ensures that right from a consumer's initial visit to our website, to their interaction with it, the system can assist the associates in guiding the method (customer experience and journey) seamlessly while better understanding our customers.

Data is that the New Fuel

As we improve the customer journey, it's essential that we streamline the info collection process also. We’d like to maximize the performance of the assets; wherein, it's vital to grasp how the assets are leveraged. As a corporation, we manage data for various entities then the info that we collect is scattered.

At Bozzuto, we are focused every day on creating a sanctuary for our residents, so we elect technology that supports this effort to the present end, we've invested in BI technology to collect more focused data which will provide us KPIs, about the performance of those assets.

It is interesting to notice that when customers tour our buildings, many of them review and compare other properties simultaneously on their mobile devices. Our residents rely entirely on their devices for communication also, but the retrofit is dear, especially from a 5G connectivity perspective. Using the info available, we will recommend providers such they will outfit a building within the best way possible.

Technology is the Name of the sport 

For our organization, the most important challenge is the adoption of the latest technology by the team members. It takes expertise to manage the building, and while technology is often an enormous help to them, they have to first note of how they use it most effectively. this is often where Change Management comes into the image as we'd like the team members to understand why technology is vital and the way it can really help them. We spend tons of your time on training and support so as to extend adoption rates.

At Bozzuto, we are focused each day on creating sanctuary for our residents, so we choose technology that supports this effort

From a hardware perspective, asset control is critical also. The end-users got to understand the utilization of the latest technology and its impact on building operations.

Cybersecurity and Connected Buildings

From a security standpoint, the amount one task is to guard our infrastructure and understand compliance from a federal and state perspective. We operate in 12 states today, which needs an excellent understanding of compliance requirements. this is often why we invest heavily in cybersecurity so as to guard systems and data of our customers, residents, and employees.

Part of our ongoing investment includes an excellent deal of coaching for our employees in order that they will stay informed and understand existing threats. Preventing a cybersecurity breach from ever happening is our primary goal.

Piece of recommendation 

For building operators, it's critical that they understand the impact of technology on the purchasers and therefore the value of their assets.

For technology providers, they need to line an approach where team members are better ready to understand how technology can help them do their jobs more efficiently, which ultimately means a far better experience for our customers.

 

 

 

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