Wincasa Success Story
A Virtual Concierge for Modern
Real-Estate Processes
Wincasa is automating key touchpoints in the tenant life cycle with VOICETECHHUB. The virtual concierge delivers precise answers to tenant inquiries, streamlines workflows, and sustainably boosts efficiency, service quality, and the overall tenant experience.
The Challenge
Wincasa, a member of the Implenia Group, faced a growing volume of inquiries from tenants, prospective renters, and external stakeholders. Traditional service channels - such as web forms and rigid chat flows -lacked the flexibility to handle open-ended or complex requests in an automated, sustainable way.
The result was increased manual effort for the Wincasa team, a limited self-service experience for users, and longer response and resolution times.
Image: Virtual Concierge Wincasa
“With the Virtual Concierge, we’re taking tenant self-service to an entirely new level - fast, intuitive, and available 24/7.”
Alex Frommenwiler
Digital Customer Plattforms, Wincasa (Implenia Group)
The Solution -
A Virtual Concierge
Wincasa, a member of the Implenia Group, faced a growing volume of inquiries from tenants, prospective renters, and external stakeholders. Traditional service channels - such as web forms and rigid chat flows -lacked the flexibility to handle open-ended or complex requests in an automated, sustainable way. The result was increased manual effort for the Wincasa team, a limited self-service experience for users, and longer response and resolution times.
Image: Virtual Concierge Wincasa
With the Virtual Concierge, Wincasa is rolling out an intelligent AI application that:
- Automatically delivers precise answers drawn from FAQs, information sheets, and internal documents
- Identifies requests via natural language and routes them to the appropriate workflow
- Processes input in text today - and voice in the future
- Provides 24/7 availability for logged-in users now, and soon for everyone
- Covers every phase of the tenant life cycle, from initial inquiry to move-out
- Launches as a high-quality MVP, prioritizing real value over unnecessary complexity
Continuously expands its knowledge base by using data-driven trend detection to update FAQs with the most common tenant questions
Image: Virtual Concierge Wincasa
“We developed the idea and the basic concept of the Virtual Concierge back in 2019 – unfortunately, the technology was not yet advanced enough. Six years later, we are now thrilled with the result, the value, and the impact."
Marco Kissling
Head Digital Products & Ecosystems, Wincasa (Implenia Group)
Target Group and Outlook
The virtual concierge has been designed from the outset to flexibly adapt to different target groups and their needs – whether for customers or internal purposes.
In the first phase, the Virtual Concierge was integrated into the tenant portal Wincasa Home, where it is available to all tenants of Wincasa. The next stages of development include:
- Connecting internal knowledge bases so that the Virtual Concierge can also assist employees.
- Integration with ticket and ERP systems for personalized use cases.
- Integration of rental offers and geodata to assist prospective tenants in their apartment search.
In the long term, the Virtual Concierge aims to become the central point of contact for all stakeholders regarding Wincasa's real estate processes.
Results
Even in the MVP phase, clear improvements in service quality and efficiency are evident – the concierge provides measurable value.
- Less manual effort in the service team
- Faster and more precise answers for tenants
- Higher satisfaction among users
- Scalable foundation for expansion
“The successful integration of our Virtual Concierge into the tenant portal is the result of close and constructive collaboration between our internal AI specialists and the team at VOICETECHHUB.”
“While we have strategically invested in expanding our own expertise, VOICETECHHUB brought valuable technical expertise and methodological support in the development of generative AI. This partnership on equal footing has enabled us to implement the project efficiently, on time, and with high quality.”
Ronald Zankl
Head of Data Analytics & Digital Solutions, Wincasa (Implenia Group)
Next Steps
Wincasa plans to expand the Virtual Concierge to internal support functions and prospective tenants. Thanks to the modular structure of the software, a gradual, quality-assured rollout is possible.
With VOICETECHHUB, Wincasa establishes a new quality of digital communication: The MVP demonstrates how intelligent AI systems – combined with sound methodology, expertise, and a comprehensive data platform – can automate the capture, processing, and documentation of real customer inquiries. A milestone for service quality and modern communication in the real estate sector.
Why VOICETECHHUB?
Our long-standing experience with AI in operational processes makes us the ideal implementation partner. We help our clients transition from strategy to productive application more quickly and effectively – with scalable generative AI components such as agents, LLMs, RAG systems, best practices, and technical infrastructure that flexibly adapts to existing systems.
- Swiss GDPR-compliant AI infrastructure
- Seamless integration into existing systems
- Multichannel interface: text, voice, web & app
- Pre-built modules for routing & intent recognition
- Support for interaction between generative AI and workflows for real implementations
Do you need a great Gen. AI chatbot?
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Contact Us
+ 41 78 874 04 08
talk@voicetechhub.com
