How to Leverage Powerful Tech Tools Effectively

Part 1 of 2

ATLANTA—In part one of this two-part Q&A, GlobeSt.com recently caught up with Chris Breeden, director of property management at Seven Oaks Co. in Atlanta to discuss more about technology today, tools in place, how technology is changing communication and about a unique model developed by the firm. Seven Oaks currently has more than 2.5 million square feet of office property under management, including high-profile class-A campuses like Perimeter Summit and Riverwood, along with unique adaptive reuse and repositioning projects that include the conversion of an office building that will incorporate existing tenants alongside a new church.

GlobeSt.com: What useful tech tools are in place that connect you to your clients and tenants?

Chris Breeden: We’ve seen incredible advances in recent years with web- and app-enabled service platforms, which have allowed property managers to communicate more efficiently while increasing overall performance. Virtual connectivity is changing how we interact with both tenants and asset owners, and it can be a powerful tool when leveraged effectively.

One of the primary tech instruments we utilize at Seven Oaks Management is Angus Anywhere. This app allows tenants to put in work orders in real-time for common service issues such as HVAC adjustments or a light panel that needs to be replaced. It also provides regular tracking for routine maintenance that needs to be performed on a weekly, monthly or quarterly basis. Angus not only enables us to respond faster, but it also maps out a system for preventive maintenance, which is essential. If Angus indicates a history of repeat HVAC calls in a particular suite, we can zero in on the problem and set up a more frequent check-up schedule to eliminate future issues. It’s a proactive approach that keeps tenants happy while also saving valuable time and money.

Massey Disaster Planning is another app that gives us the ability to quickly communicate with designated contacts during an emergency through one centralized hub. We have all of our crisis plans, maps, police and fire contacts living in the same database, rather than spread out in different files and servers. This is a crucial advantage in emergencies where lives and property are dependent upon messages being relayed in seconds, and it’s a worthwhile investment for property managers responsible for large tenant rosters.

One of our most popular tenant-facing platforms is TransitScreen, which tracks local highway traffic, train and shuttle schedules and airport information on a large television monitor usually placed in a main lobby. When our tenants are heading out for the day, they can see real-time updates on their commute and if they need to consider an alternate route. Employees who walk or use bikeshare to get to the office can also use TransitScreen to catch an Uber on days where it may be raining. It’s another valuable touchpoint that utilizes the new messaging module and is especially beneficial in traffic-challenged markets like Atlanta, Chicago or the Bay Area. We can also use the screens to broadcast information for special events and new amenities, which is a great instrument for building rapport with tenants and creates an authentic sense of community.

GlobeSt.com: How is technology changing the way you interact with tenants? Specific examples?

Breeden: Today’s technology allows someone to find property managers more quickly. Tenants don’t have to call my office, and they don’t have to be funneled through a call routing system since these tools now create a direct touchpoint.  In the “old days,” you had to produce letters, cards, newsletters, etc. so someone knew how to find you. All of those extra layers meant a longer wait time. Tenants desire access to your services immediately, and that’s why we focus on delivering solutions that create instant connections through smart devices.

In addition to being able to access property management services through Angus Anywhere, tenants can also communicate and learn about building information and amenities through websites such as Electronic Tenant Solutions. The ETS system can be tailored for each building and also helps to establish a sense of place. We also utilize cloud-based platforms like Sequr, which eliminates the need for access cards and key fobs that can be easily misplaced or forgotten at home. These platforms allow property managers and tenants to manage keyholders, monitor all activity and assign mobile keys from any device anywhere in the world, and are being increasingly used by property management firms across the country.

If the property is new or the staff is changing, the technology creates a speed factor to ensure nothing slips through the cracks during transition, which creates a strong first impression. Property managers should never be hidden. We should always be out in the public, and the technology helps us to stay visible and provide services that ensure tenant growth and success.

Check back with GlobeSt.com in the next day or so where we diver deeper into some of the holes landlords may have inadvertently created through the rise of property management technology and more.