“We want to make the most of existing technology to offer our employees and customers the best experience”

motherlandThe Trustee, established in 2016, called on the Customer Experience and Core Surveys department to conduct a study on the prominence and use of the Extranet by Trustees. Renault Leroyco-founder of Homeland shares with us the key lessons from this study.

Is Motherland positioning itself in the marketplace as a more innovative and digital confidant of the “new generation”? Explain this rate to us.

In fact, we created Homeland in early 2016 with the desire to make the most of existing technology and the new regulatory context (notably the mandatory extranet and separate bank account) to achieve two main goals:

  • to offer our employees software that automates complex administrative and accounting tasks so they can devote more time to our clients and their core projects,
  • to offer our clients maximum transparency through a platform where all joint ownership information is available in real time. All activities performed by our teams from our software are automatically transmitted to the extranet of our clients, who can thus follow the progress of projects and daily accounting.

These tools are also the backbone of our unique area of ‚Äč‚Äčexpertise organization, allowing managers to simultaneously collaborate with our technical, legal, claims and HR experts on co-ownership projects. Syndic software didn’t exist to offer these features for automating collaborative project management tasks, so we developed it!

Effective January 1, 2015, ALUR requires trustees to provide co-owners and the union board with a secure extranet so they can view, download, and print joint ownership documents. However, the study shows that only 66% of co-owners are aware of the existence of their co-ownership’s extranet, and almost 20% of them still do not use or no longer use their extranet. What do you think are the most difficult barriers to overcome?

First of all, it is interesting to note that it was the legislator who pushed the trustees towards digitization by making the extranet mandatory under the ALUR law. This shows how much transparency can be lacking in the sector, as well as how accustomed the co-owners are to paper rather than digital communications!

Faced with this inertia of traditional players and some co-owners, the obstacles that need to be removed, in particular, are the following:

  • lack of automation of trust management software for extranet access. Trustees do have to do a lot of manual work to store documents or information on the extranet. However, they already have a lot of work elsewhere to ensure the management of their condominiums, which means that this informational feedback on the extranet is very often not prioritized.
  • often incomplete informing syndics of the existence of this tool, in particular among the most “historical” syndics who find it difficult to check their organization to populate the extranet.
  • the habits of co-owners who usually go to the trustee’s office to settle their expenses by check or to obtain information or paper documents. And all this could be done from your smartphone, increasing efficiency and reducing environmental impact.

Taking into account this research and its many lessons, could you share with us your next projects/areas of development?

At Homeland we see an extranet usage rate of 85% of our customers and as such we are pleased to perform better than the sector. To go even further, we are working on the following projects:

  • Automatic reports on the number of actions taken and processed emails and calls by condominiums, so that our clients have complete transparency in the work we provide them.
  • Sharing the agenda of the next General Assembly on the extranet throughout the year to facilitate the preparation of the General Assembly in cooperation with the trade union council.
  • Awareness campaigns aimed at all of our customers to encourage acceptance of registered email to reduce postage and environmental impact.