Client
One of the major shopping centers managed by a facility management company was looking to improve collaboration with tenants and raise the quality of day-to-day operational support.
A modern approach to tenant relationships
On a daily basis, the shopping center’s management team had to respond to dozens of inquiries from tenants – ranging from procedures and document requests to promotional activities and support tickets. Without a centralized system, this created delays, miscommunication, and unnecessary strain on administrative teams.
The solution was to implement a PRM (Partnership Relationship Management) platform – a digital “Tenant Zone”: an online platform that enables:
- Fast, two-way communication with tenants
- Electronic document and material management
- Registration and participation tracking for training sessions
- Easy access to procedures, contacts, and resources
Training with a mission - “Smiling Customer”
An integral part of the project was the “Smiling Customer” initiative – a series of free training sessions for tenants and their teams on:
- Customer service
- Visual merchandising
- Sales techniques
- Managing difficult customer situations
The training module enabled a fully self-service process: browsing available dates, registering online, receiving automatic notifications, and holding internal discussions within training groups. After the sessions, participants could share feedback through digital surveys.
Functionality that meets real-world needs
Thanks to thoughtful architecture and an intuitive interface, the “Tenant Zone” system addressed all key user needs:
- Secure access for verified tenants and staff only
- Event and training calendar accessible system-wide
- Discussion groups and trainer communication within the training module
- Complete knowledge base with forms, guidelines, and contact details
- Step-by-step user guidance via a built-in notification module
- Community-building features like photo galleries, forums, and custom groups
Implementation results
Full adoption within one week
100% of users registered accounts in the system within the first week of launch. Most signed up for training right away.
Faster communication
Instead of emails and calls, tenants now had a clear dashboard with notifications and instant access to materials – greatly reducing response times.
Stronger tenant engagement
Access to hands-on training and materials translated directly into better in-store service and improved sales results.
Better operational management
The administrative team gained a single workspace for handling requests, updating content, and maintaining strong relationships with tenants.
Summary
The launch of the “Tenant Zone” proved that PRM doesn’t need to be reserved for large corporations. By tailoring the system to the realities of a shopping center, the team not only gained a reliable tenant management tool – but also a platform that supports tenant business growth.
The project was a practical step toward more digital, collaborative, and tenant-friendly operations.
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