Smart PM: Tech-Enhanced Tenant Experience

As a lead director in JLL's Property & Asset Management team, I've witnessed firsthand the transformation of our industry. Today's property management goes beyond building maintenance, focusing on creating environments that prioritise occupier wellbeing, sustainability, and operational efficiency.

A significant shift is the increasing focus on Environmental, Social, and Governance (ESG) factors and Net Zero targets. Property managers are now sustainability stewards, actively working to reduce buildings' carbon footprints. This is where innovative technologies like Hank come into play.

Hank is a JLL product that applies AI software oversight to a Building Management System (BMS), making constant live interventions to optimise HVAC operations. The AI-powered platform uses cloud-based computing, digital twin modelling, regression analysis, AI-driven real-time sequencing, and weather forecast inputs seamlessly integrating with any BMS/BAS system. This enables building managers to upgrade their operating system without a capital- or time-intensive project and standardize alerts, alarms, and performance data for building equipment.

Hank exemplifies how we're leveraging technology to address multiple challenges simultaneously. By optimising HVAC systems, which account for 50% of total energy consumption in commercial offices, we're able to significantly reduce energy usage and costs. Our implementations have shown an average of 20% reduction in energy consumption, contributing to sustainability goals and improving our clients' bottom line.

The impact extends beyond energy savings. By improving indoor air quality and maintaining optimal comfort levels, we're creating healthier, more productive workspaces for tenants. This aligns with the growing demand for wellness-focused environments in the post-pandemic world.

Our customer-centric approach is evident in how we're using technology to enhance responsiveness and transparency. The integration of BMS with AI-driven platforms allows us to proactively address issues, often before tenants notice them. This predictive maintenance approach improves tenant satisfaction and extends equipment life.

The Hank deployment results are impressive. In our work with Royal London Asset Management across 12 properties, we've seen an average annual ROI of 330% through energy cost savings so an investment payback within 100 days. These figures translate to approximately £1 million per annum in annual energy cost savings to occupiers and a reduction of 1,500 tonnes in carbon output per annum for RLAM alone.

As property managers, we're becoming data analysts, sustainability experts, and customer experience specialists. Our role now includes interpreting complex data sets to make informed decisions about building operations, energy use, and tenant comfort.

Looking ahead, the integration of AI and machine learning into property management will only deepen. We're moving towards a future where buildings are truly intelligent – able to learn, adapt, and respond to occupants' needs and environmental conditions in real-time.

This evolution in property management is about leading the industry towards a more sustainable, efficient, and occupier-focused future. By embedding advanced tech solutions like Hank into our service offering, we're meeting current needs and future-proofing assets for upcoming challenges and opportunities.

As we continue to innovate and adapt, one thing remains clear: the future of property management is technology-driven, sustainability-focused, and unwaveringly committed to creating value for both asset owners and occupiers.

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