Dual Enhancement Solution for Tenant Stickiness and Non-Rental Income

Pain Points

In the commercial real estate operations sector, owners and operators commonly face the following core challenges, which directly constrain the enhancement of asset value and the optimization of operational efficiency.

1. Low Tenant Stickiness, Difficulty in Improving Renewal Rates

• Phenomenon: High tenant turnover, shortened average lease terms, and persistently high vacancy rates.
• Cause: Traditional leasing relationships are limited to "space delivery," lacking value-added services and emotional connections, leading to a lack of tenant loyalty to the building.
• Impact: For each additional month of vacancy, the owner's annual rental income loss is approximately 8%-12% (industry average).

2. Low Proportion of Non-Rental Income, Single Profit Model

• Phenomenon: Over 90% of revenue for most commercial properties relies on rent, with value-added service income accounting for less than 5%.
• Cause: Lack of a systematic value-added service system and monetization tools, making it impossible to convert tenant traffic into commercial value.
• Impact: In a market environment with slowing rental growth, owners have weak risk resistance, and profit margins are compressed.

3. Diversified Tenant Demands, Lagging Service Response

• Phenomenon: Tenants have increasingly diverse needs for office environments, lifestyle convenience, and corporate services, but operators cannot meet them promptly.
• Cause: Service resources are scattered, information is opaque, and there is a lack of a unified platform for integration and scheduling.
• Impact: Tenant satisfaction declines, complaint rates rise, and word-of-mouth promotion is hindered.

4. Fragmented Operational Data, Lack of Decision-Making Basis

• Phenomenon: Data on tenant behavior, consumption preferences, and service usage are scattered across different systems, preventing effective insights.
• Cause: Lack of a unified data middle platform and user profiling capabilities.
• Impact: Operational strategies rely on experience-based judgment, making it difficult to accurately allocate resources, resulting in low ROI.

5. Absence of a Points System, Single User Incentive Mechanism

• Phenomenon: Low tenant enthusiasm for participating in activities and using services, resulting in a cold community atmosphere.
• Cause: Lack of an effective points incentive and rights redemption mechanism, making it impossible to form a positive cycle of "use-reward-reuse."
• Impact: Low community activity, difficulty in promoting value-added services, and insufficient commercial conversion rates.

Solution Overview

EnjoySpace Tenant Value-Added Services and Points System is a comprehensive solution for commercial real estate operators, designed to upgrade traditional space leasing relationships into sustainable community ecosystem relationships through a "Service + Points + Data" trinity design.

Core Design Logic

This solution aims to "enhance tenant stickiness, activate non-rental income, and optimize operational efficiency" as its three main goals, systematically integrating the following capabilities:

• Service Aggregation Layer: Integrates third-party resources such as office support, lifestyle convenience, and corporate services into a one-stop service supermarket.
• Points Incentive Layer: Builds a universal points system where tenants earn points through consumption, activity participation, and new customer referrals, and redeem them for benefits, forming a closed-loop incentive.
• Data Insight Layer: Constructs user profiles based on tenant behavior data, providing decision support for precision marketing, service optimization, and space operations.

Unique Value

Unlike single service platforms or points tools, this solution emphasizes "systematization" and "ecosystem building":

• Systematization: The three modules of service, points, and data are deeply coupled, not simply pieced together. For example, points data directly feeds back into user profiles, and profile results guide service recommendations.
• Ecosystem Building: Introduces third-party service providers, merchants, and partners to form a mutually beneficial community ecosystem, rather than relying solely on operator investment.

Through this solution, owners can not only improve tenant satisfaction and renewal rates but also open up stable non-rental income sources, achieving long-term asset value growth.

Solution Components

This solution consists of the following core components, which work together to form a complete solution:

1. EnjoySpace Service Platform (SaaS)

• Unified Portal: Provides web and mobile (mini-program/App) access, allowing tenants to browse, book, and pay for various value-added services in one place.
• Service Management Backend: Operators can configure service catalogs, pricing strategies, and activity rules, and view service usage data in real-time.
• Third-Party Access Gateway: Standardized API interfaces support the rapid integration of third-party service providers such as cleaning, maintenance, catering, courier, and meeting room rental.

2. Points Engine

• Points Rule Engine: Supports flexible configuration of points earning rules (e.g., 1 yuan = 1 point, check-in rewards, new customer referral rewards) and redemption rules (e.g., points for services, rent deduction, gift exchange).
• Points Account System: Establishes independent points accounts for each tenant and enterprise, supporting points transfer, consolidation, and expiration management.
• Points Mall: Tenants can browse and redeem benefits online, including physical gifts, service vouchers, and rent deductions.

3. User Profile and Data Analysis Module

• Data Collection: Automatically collects data on tenant service usage, points behavior, and consumption preferences.
• User Profiles: Generates tenant and enterprise profiles based on a tag system (e.g., industry, scale, activity level, spending power).
• Operations Dashboard: Provides real-time data visualization, including key metrics such as tenant activity, service usage rate, points circulation rate, and revenue contribution.

4. Operational Support Services

• Initial Configuration: Assists operators in designing service catalogs, setting points rules, and connecting with third-party service providers.
• Training and Empowerment: Provides training for the operations team on platform usage, data analysis, and activity planning.
• Continuous Optimization: Based on data feedback, provides quarterly operational optimization recommendation reports, including service adjustments, points strategy optimization, and activity plan suggestions.

5. Ecosystem Partner Resource Pool

• Pre-Integrated Service Providers: Provides a list of certified third-party service providers (e.g., office supplies, corporate team building, legal consulting) to reduce integration costs.
• Merchant Alliance: Partners with merchants in the surrounding business district, allowing tenant points to be used across scenarios, expanding the appeal of benefits.

Implementation Path

This solution adopts a phased, incremental implementation strategy to ensure rapid launch, continuous iteration, and reduced one-time investment risk.

Phase	Goal	Key Activities	Milestone	Estimated Duration
Phase 1: Foundation Building	Platform launch, core functions available	1. Deploy SaaS platform and complete basic configuration 2. Integrate 3-5 core service providers (e.g., cleaning, courier, meeting rooms) 3. Configure basic points rules (consumption points + check-in points) 4. Complete operations team training	Platform officially launched, first batch of tenants can register and use	4-6 weeks
Phase 2: Operations Launch	Activate tenants, accumulate data	1. Launch "Register for Points" and other acquisition activities 2. Introduce points redemption for small gifts or service discounts 3. Collect tenant feedback, optimize service catalog 4. Start user profile data collection	Tenant registration rate reaches 60%, daily active users reach 30%	4-8 weeks
Phase 3: Deepening Operations	Enhance stickiness, expand revenue	1. Introduce more third-party service providers (e.g., corporate services, lifestyle services) 2. Launch referral reward points mechanism to promote word-of-mouth 3. Based on profile data, conduct precision marketing activities (e.g., targeted coupon pushes) 4. Enable points for rent deduction	Non-rental income share increases to 10%, renewal rate increases by 5 percentage points	8-12 weeks
Phase 4: Ecosystem Expansion	Form community ecosystem, continuous growth	1. Integrate surrounding merchant alliance, points usable across scenarios 2. Launch enterprise-level points accounts, supporting unified management of employee points 3. Based on data analysis, dynamically adjust service pricing and points strategy 4. Output quarterly operational optimization reports	Stable community ecosystem formed, non-rental income share reaches over 15%	Ongoing

Risk Management

• Technical Risk: Adopts mature SaaS architecture, providing 99.9% availability guarantee; regular data backups, supporting disaster recovery.
• Operational Risk: Phase 1 integrates only a few service providers for rapid validation before expansion; operations team is assigned a dedicated Customer Success Manager.
• Tenant Acceptance Risk: Lowers the usage barrier through free trials, points rewards, and other incentives; collects feedback for rapid iteration.

Expected Results

Short-Term Results (1-3 months)

• Increased Tenant Activity: Platform registration rate exceeds 60%, daily active users reach 30%.
• Increased Service Usage: Usage rate of core services (e.g., cleaning, meeting room booking) increases by 40%.
• Points Circulation Initiated: Points issued reach [to be supplemented] million, with a redemption rate of over 20%.

Long-Term Value (6-12 months)

• Improved Renewal Rate: Through value-added services and points incentives, tenant satisfaction increases, and the renewal rate is expected to rise by 5-10 percentage points.
• Non-Rental Income Growth: Value-added service income as a proportion of total revenue increases from less than 5% to over 15%, creating a stable second revenue stream.
• Operational Efficiency Optimization: Based on precision marketing using user profiles, activity conversion rates increase by 50%, and operational costs decrease by 20%.
• Asset Value Appreciation: Building brand reputation improves, vacancy rates decline, and overall asset valuation is expected to increase by 10%-15%.

Input-Output Comparison (Estimate)

Metric	Before Implementation	After Implementation (12 months)
Tenant Renewal Rate	70%	78%
Non-Rental Income Share	3%	15%
Tenant Satisfaction Score	3.5/5	4.2/5
Operational Labor Cost (Monthly)	100%	80%

Note: Specific data varies depending on building size, tenant structure, etc. [To be supplemented] needs to be calculated based on the actual project.

Reference Cases

Case 1: "Smart Community" Project for a Grade A Office Building in a First-Tier City

• Client Background: 50,000 sqm Grade A office building, 80 tenant companies, approximately 3,000 tenants, facing challenges of declining renewal rates (from 75% to 68%) and rising vacancy rates (reaching 12%).
• Solution Application: Deployed the EnjoySpace platform, integrated 12 service providers including cleaning, courier, meeting rooms, and corporate team building, and launched a points system (1 yuan = 1 point, redeemable for rent).
• Core Results: Within 6 months, the renewal rate recovered to 74%, non-rental income share increased from 2% to 11%, and tenant satisfaction score rose from 3.2 to 4.0.

Case 2: "Corporate Service Ecosystem" Project for an Industrial Park

• Client Background: 200,000 sqm industrial park, 150 tenant companies, primarily small and medium-sized tech enterprises, with strong but unintegrated demand for corporate services.
• Solution Application: Focused on integrating corporate service resources (e.g., legal consulting, tax and financial services, IT support) and launched an "Enterprise Points Account," allowing companies to manage employee points centrally for redeeming training courses or office supplies.
• Core Results: Corporate service usage increased by 60%, inter-company collaboration within the park increased by 30%, renewal rate increased by 8 percentage points, and non-rental income share reached 14%.

Case 3: "Member Points Alliance" Project for a Commercial Complex

• Client Background: 100,000 sqm commercial complex, including office, retail, and dining formats, with overlapping tenant and consumer groups but lacking linkage.
• Solution Application: Integrated the points systems of office tenants and commercial consumers. Tenant points could be used for consumption in the mall, and mall consumption points could be used to offset office service fees.
• Core Results: Office tenant satisfaction improved, mall foot traffic increased by 15%, overall commercial revenue increased by 8%, forming a healthy "office + consumption" ecosystem.

Note: The above cases are based on industry practice insights, and specific data has been anonymized.