Investa raises the bar in tenant service and office building experience
Investa Office Management (‘Investa’) this month launched its Insite tenant engagement program nationally, expanding its role as an office manager and paving the way for more community, connection and convenience for the thousands who work in Investa buildings each day.
Insite is an integrated program that combines a market leading online portal, with time saving services and in-building events, retail offers and local news. The launch follows an initial pilot, where Investa trialled a range of services and experiences to determine what tenants were most interested in and how this varied across location, building size, grade and tenant mix.
“We aim to provide office environments that enable those who work in our buildings to feel like they are part of an active community,” says Sally Franklin, group executive of real estate services and business operations.
“Our role as manager is to provide a holistic building management service, combining quality space, operational reliability and sustainable management practices with a range of value-add services, amenities and information that supports the success of tenant businesses, supplement their staff engagement activities and enhance the working day of their people.”
The Insite portal enables easy communication and interaction between tenants and Investa staff and among tenants themselves, providing on-demand access to a range of services from dry-cleaning and tailoring through to bike repairs and a concierge service in selected buildings. Information on special offers or local news and events is available to view, share or like and users can order coffee, gifts, tickets, flowers and more.
Nicole Torrance, chief operating officer at Grazia Australia and a key tenant at Investa Commercial Property (ICPF) says: “The facilities at 135 King Street, along with fun social events hosted at the building and state of the art end-of-trip facilities are really important to me, as an employer, as they are a huge selling point for our own Grazia staff.”
Melbourne-based Virgin Active Club general manager Tamara James-Reid says, “We’ve been at 567 Collins Street since day one and it’s been really exciting seeing it grow into such a warm and social space. We’re really lucky to have a holistic offering at the building, with premium facilities, an online portal that connects tenants, huge ground floor foyer, concierge, retail, food and beverage outlets and a fully serviced health club, you really don’t need to leave the building.”
Jason Leong, fund manager at ICPF and co-owner of 135 King Street, Sydney and 567 Collins Street, Melbourne says: “Investors consider a broad range of factors when assessing whether to invest in a fund. This includes the quality of the manager’s tenant engagement and its ability to foster strong relationships with its tenants.
“Through a user-friendly online platform, one-to-one meetings and regular in-building events, Insite provides a platform for us to connect with tenants, share information and gather feedback on a regular basis.” Leong affirms, “With ICPF achieving strong tenant retention results in the most recent six month period of 90 percent, we see Insite as an essential part of the service we provide to tenants in our buildings.”
Early learnings shape Investa’s future program
In-building tenant events were a particularly strong component of the program during the pilot period, acting as a key driver for new registrations and engagement with the portal. Popular events included Melbourne Cup and those with a sustainability or health and wellbeing theme attracting more than 300 guests in some buildings. Dry-cleaning proved to be the most popular in-building service, with more than 2,000 orders received during the pilot. Alterations, shoe repairs and special requests to the concierge were also in demand.
“Because we have dedicated teams for each building, with many located within the building, we’re able to fully leverage Insite,” Franklin says. “We know our tenants well and are consistently in contact, so we’re able to actively seek feedback and really use the program to build strong long term relationships with our tenants.
“With a potential audience of 100,000 working in Investa buildings nationally, we believe this program allows us to uniquely meet the needs of an increasingly sophisticated workforce, who want more from their employers than just their day job.”
As the program is progressively included as a standard offering across its portfolio, Investa has partnered with Equiem to provide the technology platform and related services, to ensure scaleability and a market leading, online user experience.
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