Skyline Properties: Transforming Tenant Experience Through Digital Communication
"Digital signage transformed how we communicate with tenants. Email fatigue was real—important notices were getting lost. Now critical information displays in elevators and lobbies where tenants naturally pass. Our inquiry volume dropped 40% because people actually see the updates."
— Katherine Morrison, VP of Property Management, Skyline Properties
Company Overview
| Company | Skyline Properties |
| Industry | Commercial Real Estate / Property Management |
| Portfolio | 12 Class A office buildings |
| Total Square Footage | 4.2 million sq. ft. |
| Tenant Companies | 340+ |
| Building Occupants | 28,000+ daily |
| SignageStudio Customer Since | November 2023 |
The Challenge
Skyline Properties manages premium commercial office buildings and faced significant tenant communication challenges:
Communication Overload
- 72% of tenants prefer digital communication over traditional methods
- Yet email open rates for building communications were below 25%
- Important notices about maintenance, events, and services went unread
- Tenant companies complained about being "out of the loop"
Inconsistent Brand Experience
- Each building had developed different communication approaches
- Lobby experiences varied widely in quality
- Tenant perception of "building quality" was inconsistent
Operational Inefficiency
- Property management staff spent excessive time answering repetitive questions
- Maintenance notifications required manual posting in multiple locations
- Emergency communication relied on outdated PA systems
Competitive Pressure
According to Captivate research, digital signage has become the standard for high-performing commercial properties. Skyline was falling behind competitors.
The Solution
Skyline deployed a unified digital signage network across all 12 properties:
Display Network
- 168 displays across 12 buildings
- Lobby welcome screens with building directory and news
- Elevator displays reaching captive audiences
- Elevator lobby screens on each floor
- Conference center displays for event information
- Parking garage entrance screens
Content Architecture
| Location | Primary Content |
|---|---|
| Main Lobby | Building directory, welcome, weather, news |
| Elevators | Short-form content, tips, trivia, alerts |
| Elevator Lobbies | Building events, maintenance notices, amenities |
| Conference Center | Event schedules, room availability, catering |
| Parking | Traffic updates, building announcements |
Centralized Management
- Single dashboard managing all 12 properties
- Property-specific content zones for local relevance
- Corporate content distributed to all buildings
- Emergency override capability from any location
The Results
After 24 months of deployment, results have exceeded expectations:
Communication Effectiveness
Industry research shows property managers report 40% reduction in email communications after implementing elevator displays—Skyline matched this exactly.
Operational Improvements
| Metric | Before | After | Improvement |
|---|---|---|---|
| Tenant awareness of notices | 23% | 89% | +287% |
| Maintenance-related calls | 480/month | 240/month | -50% |
| Time to communicate emergency | 15+ minutes | < 30 seconds | -97% |
| Staff time on routine communications | 120 hrs/month | 45 hrs/month | -63% |
Tenant & Building Perception
- Building satisfaction scores increased 28%
- "Modern and professional" perception up 45%
- Lease renewal rate improved 12%
- Tenant referrals increased 34%
Key Implementations
Elevator Displays
The captive audience in elevators receives:
- Building announcements (30-second ride = perfect attention span)
- Local weather and traffic (practical value)
- Tenant company spotlights (community building)
- Building amenity promotions (conference rooms, fitness center)
- Tips and trivia (engagement content)
"We reach tenants during natural transition moments. When you're in an elevator, you look at screens. Our message awareness went from 23% to 89%." — Property Manager
Lobby Digital Directory
Interactive lobby screens provide:
- Searchable tenant directory by company name
- Wayfinding to any suite
- Building amenities and hours
- Today's events in conference center
- Emergency contact information
Maintenance Communication
When maintenance is scheduled:
- Advance notice displays in affected areas
- Day-of reminders in elevators and lobbies
- Real-time status during work
- Completion confirmation when finished
Result: Properties report 50% reduction in maintenance-related phone calls
Emergency Communication
Integration with building safety systems:
- Instant takeover of all displays during emergencies
- Floor-specific evacuation instructions
- Real-time updates during incidents
- All-clear messaging when resolved
Tenant Feedback
"I actually know what's happening in the building now. The elevator screens are great—I found out about the new coffee shop in the lobby, the fitness center hours, and when the elevator maintenance was scheduled. Way better than the emails I never read."
— Tenant Employee, Technology Company
"As a tenant company, we love that our employees see our company spotlight on the lobby screens. It's great for morale and makes our team feel recognized as part of the building community."
— Office Manager, Law Firm Tenant
"The digital directory in the lobby is so much better than the old board we had to manually update. Visitors can find any company instantly, and we're not constantly fielding calls asking for suite numbers."
— Building Concierge
ROI Summary
| Investment | Amount |
|---|---|
| Hardware (168 displays across 12 buildings) | $378,000 |
| Installation and infrastructure | $124,000 |
| Directory software integration | $35,000 |
| SignageStudio enterprise license | $32,000/year |
| Total Initial Investment | $569,000 |
| Annual Returns | Amount |
|---|---|
| Staff time savings | $185,000 |
| Improved tenant retention (lease value) | $840,000 |
| Reduced print/posting costs | $45,000 |
| Competitive positioning value | (Qualitative) |
| ROI Achieved | 8 months |