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Retta Isännöinti’s Innovations Aim at Customer Satisfaction
Retta Isännöinti is the largest property management company in Finland. It serves as the property management office for approximately 6,000 housing associations across more than 40 locations nationwide. Retta Way is a new approach to property management developed by the company. Its goal is to establish a more unified operational model that enables providing even better service to customers.
The benefits of Retta Way include higher quality, better accessibility, and faster services. The model focuses on close communication, teamwork, and the optimization of methods.
“In recent years, we have made significant changes in our operations. We have streamlined processes and introduced many new and modern digital tools that make work easier for both our clients and property managers,” says Linda Koivunen, Head of Development at Retta Isännöinti.
Strengthening teamwork is one of the key changes in the Retta Way. It has been emphasized in Retta’s internal operations, and in addition, property managers have access to a wide team of experts. Technical property management experts assist property managers with shareholder renovations and property refurbishment projects. The financial services team takes care of the bookkeeping and loan management for the properties.
A more modern service
One of the significant updates is the launch of the OmaRetta service for all of their clients. It is a 24/7 housing portal where property matters can be handled whenever it is most convenient.
OmaRetta serves both property management boards and residents. It provides a comprehensive view of the property’s information at any time. Boards can closely monitor the property’s financial transactions. For shareholders and residents, OmaRetta offers many convenient services, including submitting maintenance requests, ordering documents, and reviewing the property’s emergency plans.
According to Toni Andem, Administrative Property Manager at Retta Isännöinti, the new digital service has been very well received.
“Residents have embraced OmaRetta very positively. It has received a lot of praise, and it’s also easy to use.”
The goal is customer satisfaction
Customer satisfaction is particularly important for Retta, and it is measured after every service interaction. After each event, the customer receives a short survey where they can provide feedback on what went well and where improvements can be made. All feedback is reviewed and used to improve services.
The national customer service center ensures Retta’s accessibility and serves clients via multiple channels, both by phone and electronically. According to Andem, the experiences with Retta’s centralized customer service have been very positive. With this centralized service, customers feel they receive help more quickly and efficiently.
“Retta’s goal is to have satisfied employees and customers,” Andem summarizes.
