Enhancing Your CRM with Spaciable

Imagining a Smarter, More Personalised Future for Resident Engagement in Housing

Customer experience increasingly defines brand loyalty, as revealed by a study by professional services firm, KPMG, which reported that 56% of respondents cited customer service as the strongest factor driving their loyalty to a brand. And the property sector is no exception, with data analyst organisation, World Metrics, finding that ‘86% of consumers are willing to pay more for better customer experience in the housing industry.’  

While most housing providers already use some form of Customer Relationship Management (CRM) software to help them achieve higher levels of customer care, the real opportunity lies ahead: integrating those systems with platforms like Spaciable to create seamless, intelligent, and personalised resident experiences.

In this blog, we will look at how CRM and Spaciable could work together to elevate customer care, simplify operations, and make residents feel truly at home.

Smarter Front Desks: Turning Deliveries into Conversations

Imagine a typical Thursday afternoon: the concierge receives a delivery for a resident.  They scan a parcel's QR code, and instantly, the CRM – linked with Spaciable – brings up the resident’s profile.  Not just the name and flat number for the resident, but notes about their recent maintenance request, their love of cycling, or even that their cat’s name is Alfie.

Instead of a generic, ‘There’s a parcel for you,’ the concierge has the opportunity to initiate a much more personal connection. 

They might say, ‘Hi Sam, another bike accessory, is it?  Sidecar for Alfie, maybe?’

This small moment transforms a routine interaction into a meaningful one.  In a world where, according to Marketing Scoop, ‘72% of consumers say they only engage with personalised messaging,’ this kind of connection builds loyalty and community on your developments.

QR Codes + CRM = Real-Time Relationship Management

QR codes could soon become more than just tracking tools for parcels.  With CRM and Spaciable integration, they could become entry points to real-time resident engagement.

For example:

Event check-ins

When residents arrive at an on-site class or event – a rooftop yoga session, for instance – they find a QR code to scan as they enter.  The CRM would log their attendance and then Spaciable auto-suggests similar events the resident might enjoy.  Pilates in the Park, for example, or Meditation Mornings. 

Not only would this lead to an increased use of the facilities on offer, but also lead to residents engaging more with the development and community within it.

Feedback prompts

A QR code on the communal coffee machine asks, ‘Want to leave me a review?’ and links to a mini survey – data that flows straight into the CRM to inform service improvements and understand the popularity of the self-serve facilities you’re offering.

Maintenance touchpoints

A resident scanning a QR code on a lift notice might trigger a chatbot to ask if they’ve had recent issues in the building.  This allows residents to feel more involved in the upkeep of the building and amenities, while also helping you improve the living standards on your developments.

As AI business solution provider, Algospark, points out, ‘Traditional customer service that reacts to complaints and problems is essential, but it's also merely the baseline.  Anticipating customer needs represents the future, offering an opportunity to exceed expectations and foster deeper loyalty.’  All the data collected in the examples above would help housing providers understand and anticipate resident needs – not just react to them – thereby fostering a deep sense of loyalty and trust between residents and homebuilder.

Concierge as Community Builder

With CRM-Spaciable integration, concierges and on-site teams can become more than gatekeepers – they can become community connectors.

Let’s imagine a situation…

A new resident is moving into the building.  The concierge sees a note in the CRM that this new resident likes paddleboarding and has registered their dog, Luna, as a pet in the building.  

When the resident comes to pick up their keys, the concierge might say:

‘Welcome, Rachel!  If Luna needs a good walking spot, we’ve added a few local dog parks to your Spaciable dashboard.  And by the way, a few residents are planning a paddleboarding trip next month – shall I send you the invite?’

This is more than great customer service – it's tailored, proactive, resident engagement.  According to research carried out by data analyst, EMARKETER, 73% of customers expect companies to understand their unique needs and expectations.  With these kinds of features, the property sector can not only meet that expectation at scale, it can far exceed the level of service that residents would expect.

From Data Silos to Unified Insight

Currently, CRM systems and resident platforms often operate in silos. An integration between Spaciable and your CRM allows that barrier to disappear.

For example, when a resident reports a broken oven via Spaciable, that report would not only trigger a repair ticket in the portal, but also update the CRM timeline.  This informs on-site staff of the issue, which can then be discussed or mentioned at their next interaction. 

On-site teams talking to residents about the progress of their repairs in everyday interactions, demonstrates the housing provider’s commitment to resolving the issue and that all members of the organisation are ‘in the loop’ about issues being raised within the building.

Likewise, if a resident logs frequent noise complaints, the CRM could alert building management to potential retention risks.  These insights could even be aggregated to inform wider operational strategy and understand where the organisation might need to implement measures to enhance a sense of community and mutual respect among residents.

The result of this unified insight is that it allows for more efficient workflows, more satisfied residents and fewer surprises for your team.

What’s Next?

Spaciable is already transforming property management by digitising handbooks, centralising communication, and streamlining repairs, but the next evolution is even more exciting.

By integrating with CRM systems in smart, creative ways, Spaciable could help build housing experiences that are not just functional, but personal, memorable, and meaningful.

Because housing isn’t just about buildings – it’s about people.  And with the right tech, we can bring people, processes, and platforms together in a way that truly enhances everyday living.

To find out more about what your operations could look like with Spaciable and to arrange a demo, please get in touch here.