The customer journey for many SATO customers begins with the digital Find a Home service, which makes exploring apartments and finding a home an easy task. Once a home has been found, leases can be signed electronically, but after that, communication channels would remain face-to-face, telephone and email. Alongside these options SATO wanted to build a completely new digital service, OmaSATO.
When the project began, the clear focus was on the needs of residents. SATO wanted to develop a digital service that facilitates the everyday life of residents, making it easy to handle all the practical things at home, anytime, anywhere. OmaSATO should complement the more traditional customer service channels in use, so SATO would be able to serve residents more flexibly, efficiently and personally.
OmaSATO's design process started with a clean slate and listening to customers. SATO participated in the entire development of the service. A total of nearly 50 people joined in interviews and workshops. In addition, about 100 residents tested the service in the pilot phase. The initial interface concepts and wireframes were created based on these discussions. Additionally a quick implemented first beta version of OmaSATO provided us with valuable insights when testing the service in practice.
Based on the fundament of understanding needs we created a service with a clean and functional interface. Responsive and optimized to be viewed on any device. Where residents before needed to search or filter information about their building or apartment from a mass of available content, now OmaSATO simplifies and shows customers relevant information with a finger tap.
OmaSATO now makes it easier for residents to find information about home, such as rent information, building details or useful tips on available customer benefits, all in one place. Customers now have the possibility to check their personal information regardless of time and place, which saves them time, but also frees time for customer service to handle more demanding issues.
Overall residents have given very positive feedback on the new service and the development will continue together with the customers. The aim in the future is to cover even more service areas related to housing, such as neighborhood and communality, all on a single digital platform.
“OmaSATO is a big leap forward in the right direction, as we want to be more flexible in serving our customers in the channels and at those times that are best for them.”
Johannes ErvamaaChief Digital Officer at SATO
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