The client: Knowledge Realty Trust is a real estate investment trust (REIT) backed by the Blackstone and Sattva groups. As India’s largest office REIT, it owns a portfolio of Grade A office assets across six major Indian cities. Their focus is tenant engagement, sustainable operations, and maximizing value for occupants and investors.
The requirement: KRT wanted to digitise workplace community management in select assets. Their main requirements were:
- Empower the workplace experience for employees in NOP through an app-based platform.
- Creating a common platform where the asset owner team and the tenant admin team can collaborate.
- Streamline operations and reduce manual intervention through technology.
- Ensure a scalable solution that can be deployed seamlessly across the NOP portfolio.
Solution: To meet these challenges, the ANACITY team developed a white label app – SPARKS.
- Created an ANACITY-KRT joint task force with designated point of contacts. This was essential in understanding the requirements and scope of the project.
- Worked closely with the KRT team to map user behaviour and operational processes.
- Design workshopping with UI/UX design solutioning.
- Quality Assurance and User Acceptance Testing.
- Developer alignment and database setup.
- Ensuring that ANACITY’s watertight certified and GDPR compliant platform meets data security at every step, including onboarding.
- Onsite support to ensure smooth deployment.
Implementation Process
Understanding the business requirement: Scope was defined as per KRT’s requirements and expectations as well as industry or operational challenges. KRT provided the final sign-off once all requirements were finalised, kickstarting the platform’s whitelabel development.
Mobile app development: This includes internal brainstorming sessions with marketing, design, product and tech teams. Once the features were decided, the UI/UX flows were tested, followed by UAT with the client,
Web app development: Built the web application. Role-based access was provided with different portals for each asset in the client’s portfolio.
3rd party integrations: Software like Spintly, SmartQ, CAFM, ParkSmart were integrated with ANACITY platform. Some of these were already in use by the client while some were new vendors. All these were unified a single umbrella.
Tenant office onboarding: This starts with engaging the tenant administrators to equip them with all necessary knowledge about the platform. This involves coordinated interactions with the tenant teams as well as the KRT facility management team. Tenant admins are provided with access to the platform. This is followed by a detailed training session to ensure they can operate it efficiently.
Employee onboarding: Once onboarded, tenant admins start adding their employees to the platform. This can be through multiple methods, including:
- Domain whitelisting
- Mobile number
- Email ID
- Non-PII (privacy-safe) onboarding
Tenant admins receive comprehensive support materials and help guides for internal circulation for employee login.
On-ground training: Both the KRT and tenant admin teams receive onsite training to ensure seamless platform adoption. In addition, kiosks are set up in common lobbies or designated open spaces for employees. Their queries are addressed along with onboarding assistance. On-ground teams also provide troubleshooting support for any app-related issues.
Monitoring & Support: App downloads and usage are actively monitored through the admin portal. This helps identify adoption trends and areas that require additional support. These insights help provide timely assistance. All necessary security and compliance documents are also shared with the tenants. The goal is to ensure smooth operations, strong engagement, and a secure user experience across the platform.
Results achieved:
- Operational efficiency: Digitisation and automation improved processes for ground teams, resulting in more efficient utilisation of resources.
- Financial control: Enhanced visibility into department operations with comprehensive reporting capabilities.
- Regulatory compliance: Simplified GST filing with ready-to-download, compliant reports.
Qualitative outcomes:
- Enhanced user experience with easy service access via mobile apps.
- Increased transparency and reduced manual effort for complaints, concierge services, and bookings.
- Streamlined facility management for administrators and security teams.
Quantitative outcomes: In 4.5 months:
- 90319 employees onboarded
- 17,028 amenities booked
- 1007 complaint logged
- 1,31,798 visitor entries
