ENGAGEMENT PROCESS

Proven Process from Implementation to Customer Success

New tech adoption and trust can be a long, challenging journey. We understand the elements that can disrupt your success, whether it’s lack of user understanding or how to interpret the new data you are receiving, know that we have your back. We are experts in what to expect and expediting the process as you bring new technology to your teams and users within your building or portfolio. We have all the guidance, training materials and communications you need to ensure you get the most successful outcomes from your new technology.
A woman pointing at a whiteboard and talking to another woman showing the engagement process.

What you can expect from us

Smart Building Tech Evaluation + Roadmap​​​

We offer free smart building technology evaluations that assess your building or portfolio systems, such as access control, elevator, HVAC and others. From there, we create a roadmap for how to digitally reposition your assets, including any sensors, scanners or other equipment you may need

Rapid Implementation

Our technology is installed in phases, the first of which is complete within two weeks and gives your tenants the Tenant Experience app. Other technology integrations depend on your current systems and average only a few weeks to complete implementation. ​

Lifelong Customer Success Support​

From the start, our dedicated Customer Success team will be there to answer any questions, drive trust and adoption of your new technology and track usage and insights for you. They are an extension of your team and driven to ensure your success, holding several meetings at regular intervals and ensure your experience is no less than excellent.​

Usage Tracking + Reports​​

We also support your success through optimizing usage. We review and discover key indicators of opportunities to further enhance usage for richer data collection and an enhanced experience for your tenants and their employees. We give you your reports and feedback on a regular basis so you can truly understand your data and achieve your goals.

New Tech Adoption Support + Onboarding Resources​​

New technology can be intimidating for some people. We understand this and have all the resources available for users at all levels to feel confident and comfortable in understanding their new workplace technology. Whether it’s your team or your tenants, we give white-glove care in the form of user guides, how-to videos and online or in-person training sessions.​

Marketing + Communications Materials​​

Anticipation and excitement for the new, digital workplace experience is essential for successful new technology adoption. Letting your teams and tenants know what is coming and communicating its value is essential. We have a marketing and communications framework for you that includes handouts, flyers, email templates and lobby launch events to celebrate your new digital workplace experience.​

Ongoing Tech Consultations​​

As you and your teams learn the value of smart building technology, new features will come along and we are able to help you integrate and consider the best options. This evergreen platform means as new technologies are developed, our experts will give you ongoing consultations on what is available and how to best optimize the performance in your building.​

FAQ

How does your integrations process work?

Our goal is to come into a building, work with your system providers, work with your hard-ware in the building, and make recommendations on trusted providers where you may have questions. Once we go through that process we will then be able to integrate all those things into our platform, so your transition to a smart building has very low capital intensity and is about adding that functionality for your team. We work directly with providers, our team does the integrations, we control the timeline, we control the User Experience, which means you get the best possible outcomes through those integrations.

When does Customer Success get involved?

Your dedicated Customer Success Manager will become your primary point of contact upon completing the implementation of the essential components of the solution within the building.

How does your integrations process work?

Once you sign a contract and complete implementation – we don’t disappear! We put into practice a proven and hands-on process that is centered on developing trust and confidence of users in the Cohesion platform. Our proven process begins with concise and thorough training, which includes digital materials. Upon completing training, you will have a dedicated Customer Success Manager as your trusted advisor and live customer support to help answer any questions.

Our onboarding process includes:

  • Host trainings.
  • User guides.
  • A dedicated live chat.

 

We also provide onboarding for tenants and employees as we walk them step-by-step through the download and use process. We make it easy to access the app with a quick QR code scan that provides instant access to elevators and office suites. 

For example, we helped a team working at the luxury building on 900 N. Michigan Ave return to its workplace by providing on-site training and seamless access to the app and building management tools. Whatever help you need, our Customer Success team can offer assistance. 

What if the integration I need is not an existing Cohesion partner?

We are also constantly adding Certified Partners for integration. If you have a vendor not present on our list, our rapid turnaround times average 14 days to launch a partner integration. Our development team places significant emphasis on our Access Control Framework to make universal integration as seamless and quick as possible. 

What is the nature of your integrations? Are they deep or surface level?

We are always communicating directly with the integrated system via the interface that is provided by the integrator – API or direct to database. Cohesion’s integrations do not rely on writing a flat file for EDI communication with a system.

What exactly Is Internet of Things (IoT) Integration?

Here at Cohesion, IoT integration data refers to creating a network of connected systems to manage the day-to-day operations of your commercial building. Examples include:

  • Visitor management
  • Parking
  • HVAC
  • Elevators

 

We power these integrations through a world application programming interface (API) with aggregation and normalization for portfolio-level analytics. We can also customize your system to compare the efficiency of your operations across multiple facilities directly.

The integration process creates real-time connections that eliminate the need for manual data transfer. Data transfer is seamless as computers communicate with one another via automated processes. Computers can perform the transfer completely independently without human operators.

Do you use a third party for integration?

No. Our team has more than 50 certified partner integrations with over 1,000,000 data points collected daily via property technology. 

We integrate on the API and software development kit (SDK) level directly to create a single user-friendly interface for the end user. Our goal is to create engaging and data-rich experiences for real estate professionals that leverage the complexity of business intelligence (BI) without confusion. We become a Certified Partner when we’re listed on the third-party system’s partners page on their website. 

Our team will walk alongside you to develop an integrated system that streamlines your processes and reduces your costs with the power of automation. Once we’ve launched your Cohesion platform, you can make actionable decisions with real-time data and meaningful insights based on all the data from your contextualized platforms.