Civinity, one of the largest building maintenance and engineering solutions groups in the Baltics, has signed a cooperation agreement with technology company Salesforce to implement a new, unified contact centre and customer service system. Up to EUR 1 million will be invested in the development of the system and the digitalisation of the related processes over several phases.
The first phase will see the creation of a unified building management system for the entire Civinity Group, covering both the different businesses of the Group (Civinity Namai, Civinity Solutions, Civinity Engineering) and the different countries (Lithuania, Latvia, UK). Later phases will include the introduction of a single contact centre and customer service (CRM) modules and a single task management system. All the development and deployment of the new Salesforce system is expected to be completed within the next five years.
“The development of the new system is one of our key steps in transforming our building management processes to be more customer-centric. It will not only bring together all the service chains for private and business customers, but will also substantially improve the quality of remote services. With the new tools, we will more than double our ability to resolve residents’ concerns on the first call,” says David Jacka, shareholder and CEO of Civinity Group.
“Salesforce is now considered the gold standard for digital transformation projects. In property management and engineering solutions our platform is underpinning the success and customer care of many firms across the globe. I am confident that our solution combined with Civinity’s property management expertise will bring the customer service to a new level,” says Michal Mravinac, the Regional Director in Salesforce.
In mid-October, Civinity successfully placed an EUR 8 million bond issue, which will be used, among other things, to automate the Group’s business processes and develop new digital solutions. This year, Civinity has also announced plans to invest up to €15 million in real estate technology (PropTech) start-ups. Through its investment management company Pentaframe Capital, the group has already invested in the UK’s Halo.rent and the Lithuanian Pingin.Space.
“Salesforce is the world’s largest developer of customer relationship management systems, accounting for almost one fifth of the global CRM market. The company’s products connect an international process automation community of 10 million users and thousands of IT and process management experts.