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Investa raises the Bar in tenant service and office building experience

Property Markets / Technology


Mar 21 2017

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Investa Office Management (‘Investa’) this month launched its INSITE tenant engagement program nationally, expanding its role as an office manager and paving the way for more community, connection and convenience for the thousands who work in Investa buildings each day.

INSITE is an integrated program that combines a market leading online portal, with time saving services and in-building events, retail offers and local news. The launch follows an initial pilot, where Investa trialled a range of services and experiences to determine what tenants were most interested in and how this varied across location, building size, grade and tenant mix.

“We aim to provide office environments that enable those who work in our buildings to feel like they are part of an active community,” said Sally Franklin, Group Executive, Real Estate Services & Business Operations.

“Our role as manager is to provide a holistic building management service, combining quality space, operational reliability and sustainable management practices with a range of value-add services, amenities and information that supports the success of tenant businesses, supplement their staff engagement activities and enhance the working day of their people.”

The INSITE portal enables easy communication and interaction between tenants and Investa staff and amongst tenants themselves, providing on-demand access to a range of services from dry-cleaning and tailoring through to bike repairs and a concierge service in selected buildings. Information on special offers or local news and events is available to view, share or like and users can order coffee, gifts, tickets, flowers and more.

Nicole Torrance, Chief Operating Officer at Grazia Australia and a key tenant at Investa Commercial Property (ICPF) and Stockland owned 135 King Street, Sydney said: “The facilities at 135 King Street, along with fun social events hosted at the building and state of the art end-of-trip facilities are really important to me, as an employer, as they are a huge selling point for our own Grazia staff.”

At 567 Collins Street, Melbourne, Virgin Active Club General Manager Tamara James-Reid said: “We’ve been at 567 Collins Street since day one and it’s been really exciting seeing it grow into such a warm and social space.

We’re really lucky to have a holistic offering at the building, with premium facilities, an online portal that connects tenants, huge ground floor foyer, concierge, retail, food and beverage outlets and a fully serviced health club, you really don’t need to leave the building.”

Jason Leong, Fund Manager, ICPF and co-owner of 135 King Street, Sydney and 567 Collins Street, Melbourne said: “Investors consider a broad range of factors when assessing whether to invest in a fund. This includes the quality of the manager’s tenant engagement and its ability to foster strong relationships with its tenants.

Through a user friendly online platform, one-to-one meetings and regular in-building events, INSITE provides a platform for us to connect with tenants, share information and gather feedback on a regular basis. With ICPF achieving strong tenant retention results in the most recent 6 month period of 90%, we see INSITE as an essential part of the service we provide to tenants in our buildings.”

Early learnings shape Investa’s future program

In-building tenant events were a particularly strong component of the program during the pilot period, acting as a key driver for new registrations and engagement with the portal. Popular events included Melbourne Cup and those with a sustainability or health and wellbeing theme attracting more than 300 guests in some buildings. Dry-cleaning proved to be the most popular in-building service, with more than 2,000 orders received during the pilot. Alterations, shoe repairs and special requests to the concierge were also in demand.

“Because we have dedicated teams for each building, with many located within the building, we’re able to fully leverage INSITE. We know our tenants well and are consistently in contact, so we’re able to actively seek feedback and really use the program to build strong long term relationships with our tenants,” said Ms Franklin.

“With a potential audience of 100,000 working in Investa buildings nationally, we believe this program allows us to uniquely meet the needs of an increasingly sophisticated workforce, who want more from their employers than just their day job.”

As the program is progressively included as a standard offering across its portfolio, Investa has partnered with equiem to provide the technology platform and related services, to ensure scaleability and a market leading, online user experience.

INSITE is currently available to tenants in selected Sydney CBD assets including 400 George Street, 135 King Street, 1 Market Street, 126 Phillip Street, 133 Castlereagh and 222 Pitt Street, 201 Kent Street and 420 George Street. In Melbourne it is available to tenants of 567 Collins Street and 737 Bourke Street. Investa’s tenants in Brisbane’s CBD can access the program at 140 Creek Street, 259 Queen Street, 295 Ann Street, 232 Adelaide Street and 239 George Street.



About Investa

Investa is a leading Australian real estate company managing more than A$10 billion of quality office real estate. As a specialist office manager of commercial office buildings Investa manages more than 40 assets in the key Australian CBD markets on behalf of ICPF, the ASX-listed Investa Office Fund (IOF) and private mandates. Its end-to-end real estate platform incorporates funds, asset, property and facilities management, development, sustainability, capital transactions and research.

Investa strives to be the first choice in Australian office, by delivering consistent outperformance for its investors and exceeding the expectations of its tenants and staff, while remaining an industry leader in sustainable building management and responsible property investment.

SOURCE: Press Release


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