For many businesses, leveraging technology to improve labor productivity and enhance management efficiency has become increasingly common. However, service-oriented businesses actively seek ways to apply technology to enhance customer experience in an increasingly competitive environment.
Diverse Technologies Adopted by Businesses
One of the most popular technologies applied by many businesses is Chatbots and Virtual Assistants. Companies frequently use AI-powered chatbots and virtual assistants to interact with customers 24/7. These tools create an instant service experience, as they can handle millions of requests simultaneously, provide accurate information, and effectively guide users. Today, whenever we contact a business through their website, we often encounter this technology.
Additionally, depending on the nature of each business, different technologies are adopted, such as Augmented Reality (AR) and Virtual Reality (VR) in e-commerce. These technologies allow customers to view and test products virtually. Blockchain technology is also widely applied in supply chains, enabling supermarkets and restaurants to track the supply chain of food products, ensuring their origin and safety. A prime example of AR technology improving customer experience is IKEA, with its IKEA Place app. This application allows customers to test furniture in their actual living space before purchasing. This not only boosts customer confidence but also enhances supply chain management efficiency.
Many service businesses also utilize AI to analyze big data (including information such as gender, location, consumption history, habits, preferences, and behaviors) to offer personalized product recommendations. Netflix, for instance, uses AI to analyze users' viewing history and to suggest suitable content, increasing customer satisfaction and engagement.
Clearly, applying technology not only enhances customer experience but also creates a competitive advantage for businesses in an increasingly digitalized market.
Technology in Real Estate Operations Management
For a specialized industry like real estate operations management, applying technology to enhance customer experience may seem challenging, yet several solutions have successfully addressed this issue.
In practice, many asset management solutions, such as Facility Management, help businesses gain a comprehensive understanding of asset lifecycles, predict usage needs, and control maintenance and repair schedules. This ensures that technical infrastructure systems operate smoothly, minimizing incidents and improving customer satisfaction.
Beyond using existing technological solutions, some companies proactively develop customized solutions tailored to their specific needs. Owning a technology company like TNTech within its ecosystem, ROX Key has established a significant advantage by integrating industry experts with technology specialists to develop smart service solutions.
In recent years, TNTech and other ROX Key members, such as IMC (industrial zone operations management) and TNPM (urban area, residential, office, and commercial center management), have collaborated to develop such customized solutions, including the T.SIE smart industrial park solution and the S-Plus resident connection application. These solutions have received positive feedback from users and partners. For example, T.SIE assists businesses in industrial zones by monitoring wastewater indicators, optimizing energy use, and ensuring compliance with ESG standards. Meanwhile, S-Plus enables residents to pay fees or register for public services within residential complexes directly via the app.
According to a ROX Key representative, leveraging technology has proven effective in improving customer experience. The company is also focusing on integrating artificial intelligence and data-driven decision-making to enhance business flexibility, improve efficiency, and optimize opportunities.
In the digital era, technology is no longer just a supporting tool but a core element in continuously enhancing customer experience.