About MWW AG
MWW AG is a nationwide property management company in Germany, with offices in Leipzig, Hamburg, Berlin, Frankfurt, and Munich. Managing around 7,000 units, the company relies on structured process management and consistent digitalisation to maximise efficiency, service quality, and transparency.
At a Glance
- Type of Management: Mixed portfolio (WEG, SE, and Rental Management)
- iDWELL Customer Since: 2023
- Units Managed: Approx. 7,000
- Employees in iDWELL: 65
Standardised processes as the foundation
MWW AG has developed a detailed 40+ page process manual that forms the backbone of all operational procedures. This standardisation emerged step by step through careful analysis and documentation, serving as a binding guideline for all employees.
Specialised departments for expert knowledge
Instead of property managers handling all tasks, MWW has established a clear departmental structure:
- Technical Management: Repairs, maintenance, and renovation projects
- Condominium Management (WEG): Support for homeowners’ associations
- Commercial Management: Financial and administrative processes
- Accounting & Billing: All financial transactions
This specialisation enables deep expertise in each area and ensures consistently high service quality across all locations.
Benefits of digital transformation with iDWELL
The introduction of digital processes has delivered measurable results:
- Faster Onboarding: New employees are 60% operational within 4–5 weeks
- Standardised Communication: Uniform email templates and customer contact protocols
- Greater Transparency: Customers can track processing status in real time
- Efficient Workflows: Clear process phases and task structures guide staff step by step through each case
Quality management and ISO certification
Building on its process standards, MWW is working towards ISO 9001 certification by:
- Documenting and optimising all core processes
- Defining measurable quality benchmarks
- Recording service provider performance and response times
- Establishing uniform service levels across all locations
Efficient task management
The internal task management system includes:
- Clearly defined process phases
- Automated workflows
- Activity tracking and quality control
- Integrated document management
Scalability and growth
Thanks to its structured approach, MWW has been able to:
- Expand successfully into multiple cities
- Maintain consistent service quality across locations
- Train new staff efficiently
- Handle increasing complexity without compromising quality
Lessons learned – industry recommendations
- Create detailed process documentation as a foundation
- Use digital solutions that support standardisation
- Focus on team specialisation by expertise
- Invest in structured training and onboarding systems
- Keep processes flexible for adaptation
- Prioritise transparency in customer communications
Conclusion
MWW AG demonstrates how well-designed process standards, combined with digital tools, can fundamentally improve property management. The key to success lies not only in creating these standards but also in consistently implementing and continuously optimising them. This approach offers a clear blueprint for other management companies aiming to grow while maintaining consistently high service quality.
„Standardisation gives us the foundation for quality. Digitalisation makes it efficient.“
