Fully digitized property management with five stars on Google
When Isabel Aigner talks about her property management company, the word "customer experience" comes up again and again. No wonder, the industrial engineer spent 15 years developing product processes for Vodafone. What does the customer need? How do you help them? In 2016, Aigner founded her property management company Havau in Munich - but the customer focus from back then has remained close to her heart.
The 44-year-old used to be a customer of a property management company herself, but she was not satisfied. "It was all very slow, non-transparent and not very communicative. I thought to myself, there must be a better way with today's resources," she says.
So she founded the property management company with her husband Jürgen Forscht. "We want to do things better, have a better connection to the owners, solve their problems and offer a better customer experience.
"Her experience at Vodafone helps her enormously, she says. "It's very important to put myself in each customer's shoes and offer the right solution - from ordering the keys to the finished construction project.
"So what does a property management customer need? "The clientele is extremely diverse. There are many different personalities, age groups and people with different experiences in a condominium," says Aigner. But what all owners have in common is the desire for their concerns to be dealt with quickly, for the annual accounts to be correct and for a reasonably pleasant owners' meeting. "Nowadays, the relationship with the property management company should be very efficient." Concerns must be dealt with immediately - and not only after three requests.
Nowadays, the relationship with the property management company should be very efficient.
"With digitalization, that's no longer a problem," says the entrepreneur. In their search for a suitable ERP system, the property managers came across Impower. "We took a close look at many programs and played around with them. In the end, we opted for Impower," says Aigner. Her husband Jürgen Forscht even joined the software company and is now the operational manager.
Together with Isabel Aigner's property management company, Impower has been continuously improved - from practice for practice. "Impower is intuitive, completely cloud-based and works perfectly with other systems, such as facilio in our case," says the entrepreneur.
And the new cloud ERP makes it easier to meet customer requirements: "With the process management system, our customers can access everything at any time. They can follow live which company is being commissioned or which appointments are pending. Their questions can be answered quickly by us on the phone and they no longer have to wait for the accounting department. This creates much greater transparency," says the administrator.
With Impower, the annual financial statements are also completed very early. Posting is "extremely fast", says Aigner, and if no heat cost billing is required, the annual statement is ready by mid-January. The billing is very clear. "You don't need a billing diploma for this. That's quite an improvement for the customer."
The owners' meetings have also become much more pleasant - for customers and employees. "It now only takes three minutes to send out the invitation. One click and 200 owners have received their invitation to the meeting," reports Aigner.
Impower is intuitive, completely cloud-based and works perfectly with other systems.
The minutes are already written during the meeting, which the advisory board can sign immediately after the event. Half an hour later, the signed document is sent to all owners. "The customers appreciate this and the work is also satisfying for our employees," says the property manager.
The property managers' digital and transparent concept seems to be working: Five stars on Google speak for themselves. An unusually good rating for the industry.
However, the best moment for Isabel Aigner is after a successful owners' meeting. When you've sat in a room with hundreds of owners for several hours, when difficult topics have been discussed and you get positive feedback at the end. "The customers come forward and say 'Well done'. That's when you know that the hard work has paid off."
