Customer innovation leads to more satisfied tenants

To keep up with the preferences and demands of young tenants requires an organisation that reflects their needs. This was one of the reasons why MKB created a new business area; Customer Innovation. Emma Cedermarker Belec, Head of Administration at MKB shares her journey to challenge traditional ways of working in the real estate industry.

- In line with the digitisation of society, customers today expect a service that is tailored to their individual needs and preferences. In a world where the mobile phone serves as a hub for everything from taxi orders to flight check-ins and grocery shopping, it is natural that expectations of MKB as a service provider have also changed. Customers no longer compare us to other real estate companies, but rather to the digital service they experience in their everyday lives, says Emma Cedermarker Belec.

To meet these expectations, MKB must prioritise accessibility and fast service. For example, tenants expect a fault report to be handled quickly and that they can follow their process in real time. Through the tenant engagement surveys MKB does with AktivBo, they observed that their Service level has not kept up with expectations.

- Customer focus is not just a priority but a pervasive approach that requires an adapted methodology and organisational structure. We have initiated a process to map the customer journey and understand customer experiences and expectations, both now and in the future," continues Emma.

Going forward, accessibility, choices, and flexibility are central principles for meeting customers' needs. MKB strives to integrate its services to make it easier for customers to manage their daily lives. Despite digital advancements, personalised customer service remains highly important, with the aim to increase the use of digital self-service.