Poseidon delivers smoother service for tenants and property managers

“This is the best thing that’s happened to me in my 9 years at Poseidon. It’s just perfect!”

That’s what one of Poseidon’s property managers had to say about finally getting started with Lime and how it integrates with the Resident App, allowing tenants to track and provide feedback on their service requests.

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The goal? To be one of the best

Bostads AB Poseidon, Bostads AB Poseidon, Gothenburg’s largest housing company (and one of the biggest in Sweden), has set its sights on improving accessibility for its tenants and creating a better customer experience. To make this happen, Poseidon realised they needed to strengthen their organisation by establishing a central customer service.

The goal? To be among the top 25% of housing companies among the giants (those with 11,000 flats or more) in service, using AktivBo’s tenant survey as a benchmark.

With this goal in mind, Poseidon realised that it wasn’t just system changes that were needed, but above all, a significant shift in behaviour – both among employees and customers. And it is on this journey that Lime CRM has become a new system for ticket management.

Their approach to change

With their unique needs and challenges, Poseidon didn’t want to work from a pre-defined, standardised requirements specification.

We at Lime were brought in with a clear focus on improving the customer experience in ticket management, leveraging our expertise in customer relations within the real estate industry.

– We’ve contributed our experience in helping Poseidon optimise their ticket management processes, both those unique to Poseidon and those standard in the industry. Here, our industry expertise combined with the flexibility of Lime CRM has truly worked hand in hand!” says Simon Sens, Senior Account Executive at Lime.

Implementation, one step at a time

Throughout the entire implementation, Poseidon has worked closely with Lime and other system providers (e.g. for the resident app and property management systems), moving forward one step at a time. A smart approach for a long-term solution.

– Through engaged steering and project groups, Poseidon has been excellent at continuously involving different parts of the organisation during the implementation, while also maintaining a clear focus on what is a ‘must-have’ and what is a ‘nice-to-have’, says Simon Sens.

“Earlier this year, I received 1–2 ‘thank you’ messages from tenants after resolving their issues. But in just a couple of days, I’ve now received eight ‘thank you’s from different tenants, simply because they were happy with the follow-up!”

That’s what a property manager at Poseidon had to say just a few days after going live with Lime CRM. The property manager decided to follow up with every tenant on an issue they were responsible for.

First up: Customer Service

In January 2024, Poseidon’s customer service team was the first department to go live with Lime.

Initially, they focused on using Lime to manage all customer inquiries that were not related to housing issues. These other inquiries include questions about contracts, inspections, parking, and other housing-related matters.

Thanks to the underlying business logic in Lime CRM, these cases are handled efficiently, for example, by being automatically assigned to the correct department and staff member who can assist the customer in the best possible way. Of course, Poseidon has been able to design the assignment structure that works optimally for them.

Automated notifications

Customer communication around a ticket is crucial to keep the customer updated and prevent them from contacting customer service just to ask for progress.

In Lime CRM, updates to a ticket automatically trigger notifications to Poseidon’s resident app. This has resulted in a significant time-saving and ensures that the customer is informed every step of the way.

Efficient service ticket management

In autumn 2024, Poseidon also launched the management of their service tickets in Lime CRM. These are tickets that require intervention from a property manager. Common service tickets include issues related to the outdoor environment, faults in the apartment, or assistance with move-ins and move-outs.

Collaboration became a success factor

– It’s always nerve-wracking to go live in larger projects where it’s not just about a new system, but also a complete change in how you work, says Simon Sens.

– With Poseidon, that anxiety hasn’t been nearly as prominent, thanks to a close and strong collaboration. We’ve dared to challenge each other, been honest and realistic – that’s what I believe has been key success factors, Simon Sens continues.

– The collaboration with Poseidon is truly a partnership in the truest sense of the word, says Felix Sahlin, Lead Project Manager at Lime. From day one, we’ve discussed, implemented, and further developed together. The success factors, I believe, are regular joint steering meetings and a strong trust in each other’s processes.

Now, the real journey begins

After an implementation divided into two major stages (the first for Customer Service and the second for Property Managers), this is where the real journey begins.

Together with Poseidon, we continue to explore how we can create an even better customer experience, while simplifying and streamlining the daily tasks for Poseidon’s employees.

We look forward to helping Poseidon reach the top of the list for Sweden’s most satisfied tenants!

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This is Poseidon

Poseidon is one of Sweden’s largest public housing companies and part of the Framtiden Group. With around 60,000 tenants, they provide homes for one in ten residents of Gothenburg. In addition to managing their properties, they build new homes and contribute to well-being, sustainability, and safe residential areas.