PIK-Arenda is a hassle-free property rental service operating in six cities across Russia. We handle the operational work to make the rental process smoother and more affordable for both tenants and landlords.
<aside> 🎯 9500+ flats under our operational control at the end of 2021
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<aside> 🛌🏻 900+ flats per month rented at the 2nd part of 2021
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<aside> 💓 73% retention of landlords after tenants move out
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The Profis are multifunctional guys. They:
— make photos for flat ads
— fill information about flats, houses and places around
— check flats before and after rent
— host flat viewings
— set up equipment for remote views
Each Profi should be able to do each type of tasks. All tasks are different, have their own set of information to collect and fields to fill
<aside> ⚠️ The Profis used to do their work with a general admin panel which was never designed especially for them.
They used many different tabs, spent a lot of time remembering all the rules about all the types of tasks, and made many mistakes. In addition, the company spent a lot of money and time on their training.
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| 1. Decrease number of mistakes
48% of tasks were competed with mistakes, at 30% of them Profis needed to go to the flat again | Profis and company shouldn’t lose their money while fixing mistakes instead of doing new tasks
— the number of mistakes per Profi will decrease — the cost per task for PIK-Arenda will go down, unit economics will improve | | --- | --- | | 2. Decrease time for doing each task
Profis spent a lot of extra time using interfaces that weren’t adapted to their needs | The Profis have to do their tasks in one place without the need to switch between tabs
— amount of time for each task will decrease — the Profis will do more tasks per day / month — time from client start to installation and first viewings will be reduced — we will lose fewer clients at this stage | | 3. Simplify trainings of new employees.
Training newbies took 3 weeks + 1.5 month with a mentor | Interface should help them. In theory, anyone should be able to do any task without training
— training costs will be reduced | | 4. Improve client’s experience.
Profis forgot to call clients or missed some documents and equipment | The Profis have to see a list of all their tasks, receive notifications with reminders
— we will lose fewer clients |
The main difficulty in this project was to understand all the processes and tasks of the Profis’ work without documentation: ~ 20% of their processes were described, and everything else had to be collected.
I made the documentation and the scheme of the future app, and then we supplemented it together with the operational team.