About IMMObilien & Verwaltungs GmbH
With a portfolio of around 10,500 units across 400–500 properties, IMMObilien & Verwaltungs GmbH is one of Germany’s established property management companies. The firm is known for its structured processes, high service quality, and targeted use of digital tools to optimize day-to-day operations.
At a Glance
- Type of management: Mixed portfolio (WEG, SE, and rental management)
- iDWELL customer since: 2024
- Units managed: approx. 10,500
- Employees using iDWELL: 32
From Email Chaos to Clear Structures – How IMMObilien & Verwaltungs GmbH Transformed Communication
Modern property management faces a growing challenge: email overload. As early as 4–6 years ago, the company noticed that the volume of emails was becoming increasingly problematic — a trend accelerated by the COVID-19 pandemic. With 20–50 emails per employee per day and hundreds of unread messages after weekends, it was clear that a more structured system was needed.
„The balance between technology and human oversight is key for us. It allows us to stay in control while automating routine tasks.“
— Jonas Voth
Strategic Core Measures
Team-Based Email Structure
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Introduction of portfolio- or team-based inboxes instead of solely individual addresses
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Maximum of three employees per team inbox
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Reduced use of personal email accounts for operational tasks
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Increased transparency and easier substitution arrangements
Advanced Email Filtering System
- Rule-based filtering with around 80% automated sorting
- Employee-specific subfolders for better organization
- Automatic archiving after ticket creation
Integration with iDWELL CRM
- Automatic ticket creation from emails
- Automatic assignment of employees and service providers
- Structured workflow management
- Avoidance of duplicate work through automatic archiving
Adjustment of Communication Channels
- Reduced telephone hours to better manage incoming requests
- Focus on structured digital communication
- Introduction of proactive information strategies
Automation and Future Vision
While full automation is still in progress, several steps have already been implemented:
- Automated assignment of service providers (e.g., for elevator maintenance)
- Automated customer communication
- Gradual expansion to additional processes
Best Practices in Action
Email Management
- Clear team responsibilities
- Structured folder hierarchy
- Automated sorting rules
- Regular archiving
Workflow Optimization
- Standardized ticket creation
- Automatic task assignments
- Consistent processing guidelines
- Integration of multiple communication channels
Change Management
- Gradual introduction of new systems
- Building trust in automation
- Regular process reviews
- Keeping human oversight central
Results and Benefits
- Significantly reduced email backlog
- Better organized communication channels
- More efficient teamwork
- Greater transparency
- Faster response times
- Improved vacation coverage
- Higher customer satisfaction
Looking Ahead
IMMObilien & Verwaltungs GmbH plans to further digitalize its communication processes:
- Expanding the use of the customer portal
- Enhancing automated workflows
- Focusing on specific use cases such as elevator maintenance
- Gradually rolling out additional automated processes
Conclusion
The reorganization of email management at IMMObilien & Verwaltungs GmbH demonstrates how large communication volumes can be handled efficiently through clear structures, automation, and well-thought-out processes. The combination of human oversight and digital support has not only accelerated internal workflows but also improved service quality and team collaboration.
„The balance between technology and human oversight is key for us. It allows us to stay in control while automating routine tasks.“
