Anyspace turns leasing into a service – people-centred, data-driven and automated

Industry barriers and a new perspective

Traditionally, commercial leasing focuses on the property: floor space, contracts and technical specifications. The customer perspective easily falls into the background.

Tenant retention is usually secured with long leases. They may feel safe for a property owner, but they can become a source of uncertainty — or a flat-out barrier — for tenants who need flexibility and agility.

“Property owners had created many commercial thresholds for renting out space. You should dare to shape the space around the user, split large areas between several operators, and react faster.”

Benjamin Sundberg, Liiketoiminnan kehitysjohtaja

Anyspace chose to flip the approach. Leases are flexible and month-to-month, and service is prioritised so that everyday life works from day one. With short contracts, the only guarantee of continuity is that the tenant feels good — which is why service quality is decisive. In Anyspace’s model, loyalty is built on experience: speed, flexibility and care. Lime CRM plays a central role: information flows seamlessly and tenants get service without delay. When a customer knows they can give up the space at any time but still wants to stay, the bond is stronger than any contractual obligation.

Process first, then the system

Many traditional industry practices are outdated: information is scattered, processes are slow and tools are rigid. “In real estate, more than half of the data is still hidden in Excel files, which makes it hard to use. That’s a huge challenge today.” This neatly sums up one of the sector’s biggest bottlenecks — exactly what Anyspace wanted to avoid. If data is to support everyday decisions and service quality, it needs to live in one place and be governed by shared processes.

So instead of starting with a system purchase, they started with the operating model. They designed their own way of working: mapped the customer journey, defined responsibilities and described information flow so nothing was left to chance. Only then did they look for a system that could adapt to the model. “We wanted to work in a system built around people, not just the property.”

Once the process was crystal clear, they looked for the right tool. The choice was Lime CRM. From the outset, Anyspace aimed to work more modernly than is common in real estate. That’s where Lime brought decisive added value. “Lime isn’t only a supplier to the real estate sector. They brought us solutions already honed in other industries,” Sundberg says. Together they identified which solutions would best support the leasing process in real estate: customer relationship management practices, automation and communication models that customers had already come to expect elsewhere. This is what turned Anyspace’s ideas from vision into concrete practice.

“We valued that Lime listened to our business instead of offering an off-the-shelf package. We got proposals that truly fit us.”

Benjamin Sundberg, Liiketoiminnan kehitysjohtaja

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Smart integrations behind a smooth tenant journey

With the foundation in place, CRM was connected to the property ecosystem. The goal was that tenants never have to wonder where they are in the process — everything runs in the background.

When a new tenant signs, the process continues automatically: keys, invoicing and instructions are delivered on time and correctly. Communication runs through a single channel. Calls are handled via Moontalk, with calls and notes saved to the customer record and follow-ups created in the same view. Contract approval automatically triggers the key or PIN-code process in the access system. Invoicing stays in sync through CRM, and deviations are caught early before they become problems.

“We have the ability for the system we work in to talk to all the others. That makes everyday life smooth for us and for the tenant.”

Benjamin Sundberg, Liiketoiminnan kehitysjohtaja

Automation does the routine — people focus on service

Tenant onboarding in real estate is a multi-step process: gathering background data, drafting and signing contracts, access rights, invoicing and communication with many parties. It’s often laborious and time-consuming for both provider and customer.

Anyspace decided to break the whole chain into parts and rebuild it in CRM as guided workflows.

“The logic is largely the same. Once you standardise it, you can repeat it the same way every time. Then automation handles the routine and we focus on people.”

The practical difference is huge. Previously, onboarding a new customer could take up to an hour and a half. Now it takes two minutes. “It’s unbelievable, and it all comes from automation without any compromise on quality.”

Automation makes everyday work predictable. With routines running in the background, the team can focus on people and the customer receives consistent service. Automations are also a quality guarantee: when each step is handled correctly and on time, the customer’s experience is smooth and professional.

Results you can see in the day-to-day and in the numbers

In a short time, CRM has become part of everything. “Within six months, Lime CRM became an irreplaceable employee for us. We sometimes talk about it as a colleague you don’t see at the office, but who gets an enormous amount done.”

The whole team uses CRM. Sales open it on their phones at customer visits and see available spaces instantly. Customer service handles enquiries through it, and the office manages contracts and projects in the same view. Information flows seamlessly across departments. “Nothing happens here without Lime CRM. We wanted information to be at hand at all times, wherever we are.”

The benefits are concrete: over 10,000 logged entries in six months, 50% less manual work, and revenue that is on track to triple this year — the result of both more efficient processes and a better customer experience. Sales process more leads with higher success, and those customer contacts that existed only because information didn’t flow or wasn’t available have practically disappeared.

“When information is in one place and the next steps are agreed, solutions to customer situations are immediate. The customer is served right the first time, and the whole process speeds up for both the customer and the team.”

Benjamin Sundberg, Liiketoiminnan kehitysjohtaja

A partnership that moves the whole industry forward

According to Sundberg, Lime has been far more than a software vendor. “This hasn’t been about a real estate company buying software. This has been a partnership between Anyspace and Lime, where together we’re changing the entire industry. We do things differently, and Lime supports us in that.”

The go-live was a deliberate leap. The system was taken into use practically overnight and, because the operating model had been carefully designed in advance, learning started quickly. CRM became part of daily work immediately — in sales, customer service and property operations.

“We’ve now realised this is a continuous journey. We’re doing many things differently from what the industry is used to. The goal stays the same: solve problems from a human perspective and use technology in a way that shows up as better service for the customer.”

The impact shows externally, too. “Now people contact us asking ‘what can you do for us, how can you help us rent out these spaces?’” Sundberg says. “Clearly, this agile way of working — combining human-centred service with a process built on Lime CRM — inspires trust and interest.”

Anyspace has created a model that not only improves its own operations but sets an example for the whole sector. “We haven’t just digitalised leasing — we’ve built a commercial model that points to where the industry can go.”