Tenants

2020 saw the roll out of new features for our Tenant Portal, a website where our tenants can make facility management requests, view e-debit notes and circulars, and reach administration and other important contacts. This portal removes the need to print and mail debit notes – saving significant quantities of paper and time – and makes the tenant request process more efficient and convenient.

In August 2020, we launched the e-debit note function for all office buildings in Pacific Place. The full tenant portal was launched for selected retail tenants in the fourth quarter of 2020.

In 2020, we began the digital transformation of our payments and receipts processes. Digitalising these processes has saved time, money and resources. By migrating payments and bill settlements to electronic platforms like telegraphic transfers, direct deposits and autopay, we have mostly eliminated manual cheque payments, which has reduced the manual handling of paper, creating a safer environment for staff and tenants; and eliminated payment delays associated with cheque deliveries. Looking forward, in 2021, we will explore other electronic payment methods and work towards integrating our systems with the systems of our partner banks.

Taikoo Place conducted a tenant survey in December 2019 and early 2020 which formed the first part of a three-phase customer mapping plan. In 2020, we began Phase 2 of this plan, focusing on understanding our customers’ physical usage across our whole portfolio. This will allow us to make more informed decisions on maximising the use of our space and what technology can and should be implemented to streamline the user experience.

The customer mapping plan will continue through 2021 with Phase 3, which will focus on ways to create an open feedback loop with tenants to keep us continuously informed about changing tenant needs and preferences; allowing us to be more agile with decision making and consequently enhance our offerings.