Customer service milestone: Appsfactory and Vonovia develop “My Vonovia” customer service app

Munich, 13 December 2021 – The “My Vonovia” app completes the communication channels in the customer lifecycle and significantly improves the customer service experience. 

The app developed by Appsfactory and Vonovia digitally maps all points of contact in a tenancy relationship, simultaneously simplifying and optimising process steps and creating added value for tenants and landlords alike.


“The app allows contracting parties to contact one another in a different way, rather like a service centre that can be reached immediately and from everywhere. This saves time and effort. Take this example for prospective tenants, for instance: the app ensures that the time between viewing an apartment and signing a contract is often just a few hours, as the entire process is mapped digitally. This creates substantial time savings of more than 50 per cent,” explains René Hamann, Managing Director at the Hamburg office.


The services in the app exceed the mere conclusion of a contract: Vonovia tenants can call up property management and caretaker services, access cost and invoice overviews directly on their mobile phones and, if they so wish, receive push notifications for important appointments in the building or other important information. This is also reflected in a representative survey by the real estate portal ImmoScout24. According to the survey, 59 per cent of all users are willing to check and sign their rental contract digitally. This willingness increases considerably among younger users, rising to a full 72 per cent in the 30-to 39-year-olds category.


“If you look at everything that the “My Vonovia” app can already facilitate, you can really refer to it as a full-service app, as it maps most of the touch points of the tenant-landlord relationship on an interactive platform,” René Hamann explains, continuing: “This way of performing services is possible for almost every type of contract.”


Importance of customer service apps


Customer service apps reflect more than just the associated company websites and the services offered there. Apps are in a unique position to meet user needs. “We believe that the one-stop-shop for services in a smartphone app is a key next step if companies want to focus on their customers’ individual experiences. There is a significant increase in the demand for digital options to perform both simple and complex business operations at the touch of a button. Innovations in the field of digital services will play a central role in ensuring that orders are placed according to customers’ needs,” explains Rolf Kluge, Appsfactory’s CTO.


Malte Hollstein, Managing Director of Customer Service at Vonovia, emphasises that this already applies to Vonovia today: “Our customers are diverse. That’s why we want to offer them a variety of ways to get in touch with us and use our services. We have significantly expanded the existing channels with the “My Vonovia” app. For us, the app is already an important milestone in digitalisation – the offer is very useful for our customers and thus consolidates our work in customer service.”

13. December 2021
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