Sponda’s customer relations strategy has been expanded during 2010. The customer relations strategy defines the models and processes used in customer relations management to meet customer needs and build deeper and longer-term customer relationships.

 

Each customer has a dedicated team at Sponda responsible for the customer’s business premises and operating environment meeting their business requirements. The team is also responsible for the quick and flexible resolution of any situations where there are changes in the customer’s needs and circumstances. Each team includes at least one Account Manager, a customer service assistant and a Property Manager responsible for property maintenance. Teams maintain close contact to ensure that information moves quickly and customer needs are satisfied quickly and seamlessly.

At the end of 2010, Sponda had a total of 2,003 customers. The client companies operate in many different industries and areas and vary greatly in size. As a result, customer needs and requests are highly varied. For instance, the needs of a customer that is a tenant in a small office in central Helsinki are very different from the needs of a large client renting a logistics facility outside the city.

Sponda aims to be a reliable partner that provides each customer with business premises that support their business in the best possible way. The goal is to ensure that the client does not need to worry about anything related to their business premises; Sponda assumes full responsibility. This goal can be achieved only when customer relationships are based on active interaction and dialogue.
 

When a customer’s requirements for business premises change, Sponda’s extensive property portfolio and customer-focused approach help them find a solution. Sponda’s Account Managers are familiar with both the attributes of different property types and the requirements related to the customer’s line of business, making them uniquely qualified to offer clients business premises that support their business in the best possible way. When a customer’s requirements change, Sponda responds by developing the existing property, offering alternative properties from its portfolio or carrying out a new property development project.