Case Study

Innovations and challenges in a Digital Transformation journey

Business model and innovation

DoveVivo rents apartments, groups of apartments, or entire buildings from private owners or real estate operators, with long-term contracts, and manages them by renting individual rooms to students and young workers who choose to live in shared accommodation, offering them an all-inclusive formula. Today, it offers its rooms and services to about 4,000 tenant clients, with very high demand from potential clients looking for rooms (about 50,000 contacts in 2018).

DoveVivo has therefore identified a potential for improvement in the processes of acquiring the final customer, in managing the commercial negotiation, and in the subsequent relationship with them: managing a high number of emails and phone calls during the appointment scheduling for apartment visits, planning entry into the house, collecting maintenance requests, and managing contract closure procedures.

DoveVivo needed to introduce new processes and architectures to enhance and improve communication with prospects and clients, respond promptly to their requests, and simultaneously optimize the overall workload of all internal areas of the company. To digitize and streamline the management process of sales/negotiation activities with all its end clients, DoveVivo chose Cluster Reply as its technology partner.

DoveVivo is undergoing two transformations. The first is the dimensional one, typical of scale-ups, which will allow us to implement our growth plan and reach 100 million in revenue by 2022; the second, more common to many companies, is the digital one, which requires a radical change in processes. The challenge of this transformation is made more complex by the fact that we are part of a new market, that of co-living, which has no benchmarks or points of reference and in which DoveVivo is a leader and pioneer. Precisely for this reason, DoveVivo has chosen Reply: the transformation requires a strong and established partner in the technology sector, who is not just a provider of know-how but a true ally capable of thinking “beyond” and designing truly innovative solutions.

Stefano Cristiani - ICT Manager
DoveVivo

The solution

With this project, Cluster Reply has provided DoveVivo with more integrated application systems, transforming operations in various aspects. On one hand, it has simplified the customer journey for prospects and the communication process between customers and DoveVivo by introducing a new app and refactoring the website; on the other hand, it has optimized employees' working time by directing all requests and activities using the Dynamics 365 platform.

The App allows for the management of all interactions with tenants. The relationship with them is managed from the beginning to the end of their time with DoveVivo: from the tenant acquisition phase and finalization of contractual conditions, to the management of termination and check-out, including any maintenance requests within the house. Through the App, it is also possible to view and potentially pay invoices connected to an external payment system, send complaints and/or reports, request information/appointments, and feedback. Additionally, tenants can access additional services such as agreements with the Company’s partners and rent sports equipment offered by DoveVivo for free.

The website redesign has enhanced the online image, as it serves as a true showcase for DoveVivo to present the portfolio of solutions for both new clients and existing loyal ones. In addition to the existing sections, new features have been added for direct submission of information requests, appointments, and bookings by clients, sent directly to the appropriate department's inbox, thus avoiding manual email sorting and reducing phone activities. The new application has become the focal point of all user activities.

The introduction of the new Microsoft Dynamics 365 platform has optimized employees' working time by directing all requests and activities to the correct actors. The new platform features customized functional areas, divided by departments and directly aimed at relationships with tenants, suppliers, and owners: Customer Care, Contact Center, Marketing, Acquisition of new properties, and Sales. Within the CRM, in fact, all the most relevant information and data are tracked in order to manage the company's 'Operations'. From the very beginning, DoveVivo has been able to appreciate the benefits and advantages derived from the adoption of new processes and tools; the company is strongly committed to continuing its strategic path towards growth and innovation to remain at the forefront and competitive in its reference market.

DoveVivo

DoveVivo is the first and largest co-living company in Italy. Founded in 2007, it now manages a portfolio of about 950 residences in 5 cities, thanks to a network of over 350 owners and investors to whom it offers a property management and enhancement service that maximizes long-term profit while minimizing risks and burdens. Its end clients make up a community of over 4,000 tenants who see DoveVivo as a reference point for living in the city, allowing them to focus on study and work.