What can a tenant app do? The practical experience of DOGEWO21

But what exactly does a tenant app do and what advantages does it bring? Who is better placed to know the answer than the experts who strategically manage these technologies? We interviewed Armin Freitag, Head of IT and Organisational Development at DOGEWO21. With his many years of experience and extensive expertise, he gives us valuable insights into the successes and challenges in practice after three years of use.

How do you imagine an IT manager? Calm, confident and absolutely competent – that’s how Armin Freitag comes across in conversation. For ten years, he has played a key role in shaping the digital orientation of DOGEWO21, a municipal housing company in Dortmund that is over 100 years old and has around 16,400 residential properties. As Head of IT and Organisational Development at DOGEWO21, he brings with him valuable experience from various industries, which he has successfully adapted to the specific requirements of the housing industry. He has already accompanied numerous digital transformations – from the development of innovative solutions such as the tenant app to the strategic switch to SAP S/4HANA^®.

Introduction of the tenant app

The tenant app was introduced at DOGEWO21 in 2021. “This was a strategic step towards digitalising internal processes and further improving communication with our tenants. Our previous paper-based processes and diverse input channels, such as e-mails, have always provided us with a solid basis. However, with the ongoing changes brought about by digitalisation, it became clear that additional developments are necessary if we are to continue to meet the demands of modern times,” explains Freitag. The objective was to create a platform that enables tenants to report their concerns easily, view documents and track the processing status of their enquiries in real time. In addition, seamless integration into the existing SAP^® system aimed to reduce administrative effort and minimise the susceptibility to errors. The introduction of the app marked significant progress towards a modern and user-friendly management system that meets the needs of tenants while also optimising internal processes.

DOGEWO21’s tenant app has numerous functions that simplify the rental process for both the administration team and tenants. The main functions include the direct recording of queries, viewing and downloading of contract documents and the ability to track the processing status of requests. “One of the most important functions is central enquiry management,” explains Freitag, adding: “Users can use the app to submit requests such as repair notifications, changes to rental contracts or general enquiries directly, which are then automatically recorded and assigned in our SAP^® system.” The app also offers self-service options that tenants can use to view and manage documents themselves, which further reduces the administrative workload. An additional highlight is the feedback function. It enables users to rate their satisfaction with the processing of their enquiries, allowing DOGEWO21 to make continuous improvements.

Use and acceptance

Acceptance of the tenant app at DOGEWO21 increased continuously after its introduction. “A key factor in our success has been the app’s user-friendly and intuitive interface, which has enabled us to provide a seamless and engaging user experience for our tenants. This design not only promotes acceptance, but also ensures that all functions are easily accessible – regardless of previous technical knowledge,” reports Freitag. To encourage registration, new tenants were automatically added to the system when they signed a contract and existing tenants were enticed to use the app through attractive competitions in which, for example, iPads and iPhones were raffled off. Within a year of its launch in 2022, the number of registrations rose from around 2,000 to over 5,000 users. The demographic distribution shows that tenants of different age groups use the app, with new tenants in particular taking the app for granted. Continuous communication and training have contributed to the app being accepted by a broad base and establishing itself as an integral part of DOGEWO21’s digital infrastructure. “Our internal departments are working with keen interest to constantly develop the app further and are already looking forward to the next innovations in order to continuously improve the user experience,” says Freitag.

Feedback and challenges

Feedback on the tenant app has been overwhelmingly positive, but of course there have also been some challenges. Many tenants appreciate the opportunity to report their concerns directly via the app and track the processing status. “The increased transparency and our fast response times have made a significant contribution to increasing user satisfaction. This trust in our services also strengthens the bond between the parties involved,” says Freitag. However, there have also been critical voices. “Of course, there were also tenants who initially had reservations about using digital solutions – whether due to a preference for traditional methods or because they are less technically savvy. As a result, some users initially faced challenges when using the app”. DOGEWO21 responded immediately with targeted improvements, such as a simplified onboarding phase and regular updates to optimise the app’s user-friendliness. Additional support services were also introduced to assist tenants with technical problems and further increase acceptance.

Armin Freitag, Head of IT at DOGEWO21

Results and benefits

The introduction of the tenant app at DOGEWO21 has led to significant improvements in internal processes and user satisfaction. Thanks to the direct integration into the SAP^® system, the housing company was able to process enquires faster and reduce sources of error. “The processing times for enquiries have been significantly reduced,” explains Freitag. “The app also promotes even more efficient collaboration within the team. Employees benefit from the option of working on tasks in groups, which not only makes it easier to distribute tasks evenly, but also strengthens dialogue and mutual support within the team. This contributes to a further increase in team dynamics and efficiency in day-to-day work.” Tenant satisfaction has also increased noticeably: “Thanks to the app, tenants realise that communication is transparent and swift and that they receive comprehensive and personal support.”

Future developments and expansions

DOGEWO21 plans to further expand the tenant app and integrate additional functions in order to further increase the benefits for tenants and the administration team. Planned enhancements include the automation of authorisation processes (e.g. for pets), the introduction of a digital rental contract and the option to make appointments online. “These enhancements are intended to increase the self-service options for users around the clock and digitalise administrative processes even further where possible and sensible,” explains Freitag. In addition, the use of property-related information is being further developed to enable targeted notifications regarding maintenance work in specific buildings. As an innovative and modern housing company, DOGEWO21 aims to fully digitalise all administrative processes in the long term in order to increase efficiency and continuously improve tenant satisfaction.

Conclusion and outlook

Be it a lie detector app or a tiger defence system – which actually works, after all, we don’t see tigers around us, do we? – In the endless jungle of thousands upon thousands of apps for every situation, it’s not always easy to find the right one. The introduction of the tenant app at DOGEWO21 has proven to be very successful and shows how well-implemented mobile solutions can increase efficiency and satisfaction in the housing industry. Through the targeted digitalisation of communication and administrative processes, the company was not only able to optimise internal workflows, but also further increase tenant satisfaction. DOGEWO21 plans to further expand its digital offerings in order to meet growing requirements and ensure even more efficient and customer-centred administration. Armin Freitag is confident about the future: “We intend to continuously improve the tenant app and integrate additional functions in order to meet the needs of our tenants even better. In a way, we are evolving into a software company, and the continuous development of our digital offerings is a central part of our strategy. Despite all the modern technology, we always maintain personal contact, because that is our top priority.”

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