You've invested in a digital tenant platform. But let’s be honest: getting tenants to use it consistently can be a challenge.
One of the most common questions we hear from property managers is: “How do we make sure tenants actually use the platform?”
Through numerous rollouts with our clients, our Customer Success Managers have identified what truly works when it comes to helping tenants adopt a digital platform. We know what drives results — and what doesn’t. That’s why we asked Deborah, Elsa, Hélène, and Moyna to share their field-tested tips for promoting adoption and turning the platform into a natural part of everyday life.
Here’s what they recommend:
1. Make It Part of the Welcome Routine
"The biggest mistake? Waiting too long before communicating."
– Deborah
Don’t treat the platform as an afterthought. Introduce it right from the start, ideally during the signing process or at the key handover. Mention it in the move-in email, add it to the welcome folder and make sure tenants understand this is the go-to place for all things related to their new home.
Best practice: Include the onboarding branded flyer along with the signed tenancy agreement. It sets expectations early and shows that the platform is not optional, it's part of the service.
2. Promote Real-Life Benefits, Not Just Features
"Tenants don’t care about ‘ticketing’. They just want the dishwasher to be fixed."
— Hélène
Instead of listing features, highlight how the app makes tenants lives easier:
- No need to call anymore: Snap a photo and report an issue directly via the app — quick, easy and available anytime.
- Stay informed about repairs: Tenants can track request status in real time.
- Direct access to their documents: Everything is centralized: leases, invoices, and other important files.
The more tangible and relevant the benefit, the more likely tenants are to use the app.
3. Use Every Touchpoint
"The platform needs to be visible wherever tenants have a question or a need. Repetition is what creates habit."
— Elsa
To build familiarity, integrate the app into everyday communication. Repetition matters.
- Email signature: Add a line like "Need something? Report it via the platform."
- Newsletters and updates: Mention the platform casually to keep it top of mind.
- QR codes in shared spaces: Place them in laundry rooms, elevators, or entrance halls with a simple message like “Fix an issue? Scan here.”
Extra tip: Support adoption through visual communication. Some clients created onboarding videos with concrete use cases, which helped tenants quickly see the value.
And don’t forget to include your internal teams. The reception desk, for example, often has close contact with tenants and can reinforce the message.
Your brand, your platform. To help tenants build a habit, always communicate using the name of your own digital solution. By consistently repeating the same name, touchpoints, and visuals – for example, with a personalized QR code – the platform becomes familiar and memorable.
4. Don’t Just Inform — Remind
"One message isn’t enough. Timely reminders are what make all the difference."
— Moyna
People rarely act the first time they hear something. The key is to repeat the message, especially in moments when tenants are likely to act:
- After an issue is reported: “Next time, send it through the platform!”
- When sending documents: “You can access this anytime via the platform.”
Repetition across touchpoints builds trust, recognition and ultimately, usage.
Rolling out a tenant app is only the first step. The real challenge lies in making it a natural reflex in tenants’ daily lives. Building a habit takes time. A large communication campaign can certainly have an impact, especially when it’s part of a broader strategy. But it’s often the small, consistent, and repeated actions that lead to long-term tenant engagement.
So pick two or three of the tips above. Test them. And as your tenants see how simple and helpful the platform really is, it will soon become something they don’t want to live without.
