EPP is Poland’s largest asset manager of retail real estate. It has a diverse portfolio of 29 retail properties and six offices complexes. In response to the changing needs of businesses and consumers, EPP sought to enhance its competitiveness by digitalizing operations. In 2021 the company started using Chainels’ tenant experience platform to host their white-labelled app—EPP Connect.
“Our aim was to integrate multiple communication and reporting channels into one app and therefore make tenant cooperation easier and faster,” says Urszula Matej-Bil, PR and Communications Director at EPP. The need for streamlined communications emerged as even more important during the COVID-19 pandemic, when the rapid responsiveness and remote accessibility were crucial. “Communications was very important at this time because sanitary regulations were changing constantly. For example, the shops had to limit the number of people they allowed in, and the limits changed frequently. Having a single channel through which we could easily communicate with all our tenants was a big advantage.”
A move toward greater digitalization
EPP’s move to Chainels is part of a broader strategy of digitization. In order to increase efficiency, EPP aims to replace manual processes with more streamlined digital solutions. “Pandemic aside, using Chainels to host EPP Connect was part of our global strategy to digitise our operations. We wanted to upgrade our cooperation with tenants in our shopping centres with a modern and innovative tool”, states EPP.
Smooth and easy tenant communication
With Chainels, EPP tenants can report their monthly turnover electronically. Since they adopted the tenant experience app, it has become easier to collect data on the performance of the centre and the businesses operating in it. “Now that our tenants can report their turnover on the app, we don’t have to deal with data sent through multiple channels like email or printouts”, explains Urszula Matej-Bil. “Data from the reports are also easy to integrate into other software we use. That makes our operations much easier. There are also reminders for tenants to report their turnover on time, which is convenient for us.”
Delivering convenience through amenities, services and collaboration
Apart from greater communications and data collection, Chainels also helps EPP increase tenant satisfaction by providing amenities and using the platform issue reporting feature to solve problems quickly. “Using EPP Connect, tenants can book conference rooms and buy advertising placements on display screens and banners within our shopping malls”, so EPP. “They can very easily report and track maintenance issues that they report to us. That makes tenants well informed. EPP also uses Chainels to connect their retail communities to create a strong ecosystem where all businesses benefit.”
Reaching ESG goals through clear communication
It’s not just the communications of day-to-day things that EPP Connect enables. The app also supports EPP in achieving its ESG targets. “With ESG goals set, it’s also important for EPP to use the app to raise tenants’ awareness of how they can save energy or reduce and recycle waste.“
Meeting tenants needs through request forms and surveys
EPP Connect helps tenants voice their preferences so that EPP, as property manager, can meet their needs and provide services, explains EPPs marketing expert: “Chainels is a great tool for gathering fast feedback from our tenants. For example, we asked them whether they would like to extend the opening hours before Christmas or to take part in a promotional event organized by the shopping center.”
EPP also uses the app to handle requests from tenants so that it can meet their needs quickly. “If tenants would like to do something in their shop, for example some kind of renovation, they can simply send us a request and we can accept it on the app. If there are any technical problems at our properties, we can quickly inform our tenants about how they’ll be affected.”