The development of a single digital platform allowed the developer Zapstroy to increase the loyalty of tenants and increase sales by 60%

2025: Development of a single digital platform for the interaction of tenants and the management company

Developer Zapstroy and PMP Group, completed development of a single digital platform for residential interaction and management company, which includes a CRM system and a mobile application "Fob" for tenants. PMP Group announced this on February 19, 2025.

This made it possible to increase sales, level of trust and loyalty to the developer's brand, reduce the processing time of applications, Reduce management costs, increase the speed of response to emergency situations and collection of utility bills.

Zapstroy is a developer working since 1998 and specializing in construction of residential complexes in St. Petersburg and the Leningrad region. For It is important for the company that residents receive high-quality service and comfortable accommodation. However, after the delivery of the objects, the developer lost direct interaction with residents due to inefficient processes of the management company (MC). Complaints about poor maintenance, lost applications and lack of transparency in the work of the management company formed a negative perception of residential complexes, which led to dissatisfaction of tenants and affected the reputation of the developer, reducing sales.

In 2023, Zapstroy turned to PMP Group to create a digital solution, which would make it possible to mitigate risks, ensure transparency of processes management companies, raise the level of loyalty of tenants to the developer's brand and increase sales.

To solve the problem, the PMP Group team conducted an in-depth analysis processes of the management company and developed a digital service, which became a single digital platform for interaction between residents and the Criminal Code. Such a decision was accepted according to the latest trends in the market. According to the Cian.ru study, 80% LCD residents prefer to interact with the Criminal Code through digital services, and digitalization of management companies reduces administration costs by 15-25%.

To ensure the transparency of the Criminal Code processes, the following functionality was implemented:

• CRM system for MC
  • Recording of residents' data, their requests and activity.
  • Full history of interactions with each occupant.

• Application Handling System
  • Applications are received through the application and automatically recorded on the kanban board.
  • Each request is maintained by the responsible manager until successful completion.
  • The number of lost applications decreased from 38% to 1%.

• Debt Management
  • Automatic reminders of indebtedness to residents.
  • Cutting costs for additional managers.

For the convenience of residents, within the framework of the mobile application "Fob" implemented the following functions:

• Single Window Service
  • Transmitting meter readings, paying bills, managing a smart home, reading news and participating in surveys.

• Improving safety
  • The ability to observe LCD cameras in real time.
  • Manage the doorphone through the application (calls are redirected to mobile devices).

During the development of the digital platform, it was possible to improve such important for business metrics as:

• Sales of Zapstroy increased by 60%.
• Tenants' trust and loyalty to the brand rose from 40% to 80%.
• The processing time of residents' applications decreased by 40%.
• The collection of utility bills reached 95% due to convenient online services.
• The expenses of the management company for administration decreased by 20%.
• The speed of response to emergency situations increased by 30%.
• Remote control of all infrastructure facilities is provided.
• Simplified interaction with apartment owners.

As experts in the development of software for the real estate sector, PMP Group is implementing large-scale projects for the digitalization of construction and real estate management, and Zapstroy has become one of such examples. It was important for the developer to improve the brand's perception on the market. The product approach and learning about the pain of stakeholders helped create a convenient digital system that allowed to increase the loyalty of tenants, attract new customers, stimulate sales, and was an important step in the digital transformation of the developer. This is an inspiring example of how technology is changing the real estate market for the better, "comments Nikolai Podolyan, founder of PMP Group.

The next stage in the development of the digital platform will be the addition of functionality: Client service metrics control and SLA tracking, ART, download schedule specialists to effectively distribute tasks, creating response templates for speed up the processing of typical cases, early identification of mass requests and tracking of repeated requests, work with debtors, formation of registers and mass notifications, a pass system for cars and walking guests on LCD territory, contactless access to LCD facilities, parking management and display of the LCD construction progress.