covid-19 crisis assets post reopening of your for … · pre project kick off config training...

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THE LEADING TECHNOLOGY FOR MANAGING SAFE REOPENING OF YOUR ASSETS POSTCOVID-19 CRISIS


WHY MALLCOMM?

SHARING OF REAL TIME INFORMATION in a secure way, ensuring that the right people have have access to the right content, at the right time.

INSTANT REPORTING, giving you access to real time overview of who has read which piece of information.

TRIED AND TRUSTED technology, used by over 300,000 people in 22 countries by companies such as Unibail-Rodamco-Westfield, Oxford Properties, Savills, British Land, Brookfield Properties Retail, Mall of America, Cushman & Wakefield and many more.


WHAT IS MALLCOMM?

Mallcomm is a multi-award-winning 360-degree integrator for managing and engaging real estate communities: occupiers, property teams, operations, suppliers, visitors and other stakeholders.

Mallcomm is the only occupier engagement solution on the market today that has proven critical comms and crisis management at its core, having assisted over 300 retail & mixed use destinations worldwide during the COVID-19 crisis.

Utilising permission basis, each piece of content and functionality is targeted and accessible to the right people, ensuring that confidential information stays just that - confidential.


Following the COVID-19 outbreak, it’s important to establish a clear reopening strategy and define new procedures that will enable your teams to operate in a safe manner during these highly unprecedented times. .

This document outlines the steps to implement a bespoke version of the Mallcomm solution created specifically to help you manage reopening of your buildings.

REOPENING CENTRES POST COVID-19


GETTING STARTED

The MALLCOMM app will be your one stop shop for accessing all information relevant to you centres and managing all operations and security tasks. The app includes all important COVID-19 updates, mall news and information, essential contact details , operational and security instructions and more. As the main communication platform, it has the ability to replace all previous emails or paper memos.

To get going, your team will need to supply the following:

● Centre logo and contact details● The store list and logos (where applicable)● Any particular information you would like us to upload linking to your procedures● Store Managers’ contact email addresses

The process will include a phased rollout of Mallcomm COVID-19 Management platform with new modules launched every week for the first month (B2C integration is optional). The following is included in the service provided by Mallcomm:

➔ MALLCOMM+ Core Function and design➔ Functional set up and upload of relevant content prior to the launch➔ Training of the management teams*➔ Tenant communication via email to help them make the most of Mallcomm➔ Ongoing support with the help of a dedicated Account Manager➔ Access to the Support Desk, How-to guides and video training

*limited to four hours in total


ONBOARDING

Mallcomm will be launched remotely at your centre. Remote Launches have been already implemented for a number of clients as a result of the COVID-19 outbreak and have proven to be very effective.

Remote launches include:

● FULLY INTEGRATED COMMS PLAN to announce the launch of Mallcomm and how-to guides for your tenants (only Store Managers will be onboarded)

● REMOTE TRAINING SCHEDULE for the property teams

● COLLATERAL assisting your tenants with using the platform going forward

● LAUNCH REPORT giving you an in-depth overview of the uptake


SHARING INFORMATION

The most valuable feature of Mallcomm is the ability to communicate effectively and efficiently with everyone involved in the running of your community.

The core setup will include sections to communicate the following information:

● Evacuation procedures and H&S guidelines● Opening hours ● Most up-to-date NHS and government

guidelines● Delivery/Access information● Tenant Handbook● Contact details for every department● Personal safety guidelines

Your team will have the ability to add to these whenever needed as:

1. Standard text copy2. Attached PDF documents


MALLCOMM MAIL AND CRM

Your Mallcomm platform will enable your tenants to easily contact any department via Mallcomm Mail, an in-app chatting feature. Unlike Whatsapp messages, Mallcomm keeps this communication secure, backed up in the CMS system which can only be accessed by your teams.

Through Mallcomm’s CRM system, your teams will have access to the most up-to-date contact list for:

● All departments within the management teams

● Your tenants’ Store Managers● Landlord/Managing Agent contacts● External contacts

Notes can be added to each name so you can track the conversation that have taken place with tenants.


WORKFLOW MANAGEMENT

Managing all your operations accurately will be key in keeping your teams safe, Through our developed ticketing system, your teams will have the ability to manage all tasks in an efficient manner and report issues cross-departments.

● Logged jobs are automatically assigned to the right people

● Attach pictures and or comments to the tickets to simplify the request

● Bespoke forms can be created for different departments

● Create priorities to flag the importance of the problem

● Request access to building for you or external contractors outside of opening hours

Our ticketing system can be used for two way communication with every step recorded and reported on.


DIGITAL CHECKLISTS

Processes and requirements will change drastically in the aftermath of the COVID-19 outbreak.

Your team will need to familiarise themselves with new ways of managing the daily operations within your building. Through Mallcomm, digital checklists will be available including all tasks required to be carried out as a part of the new H&S protocoles to ensure nothing is missed.

Digital checklists will help you keep on top of the updated procedures and maintain a safe environment for your tenants and visitors at all times.


CRITICAL COMMUNICATION

Mallcomm is the only tenant engagement solution on the market that offers a comprehensive suite of safety and security features, which has been utilised in many high risk situations in the past, such as terror attacks, shootings, robberies and most recently, the COVID-19 crisis.

● Critical CommsSend critical messages to the right people at a click of a button via multiple channels. You can connect all your teams, f.e.:-management teams-head office teams-store managers-local police department-NOC

● Panic ButtonSelected users will have the ability to press a panic button to alert you to an emergency whenever and wherever.


SURVEYS

Occupier sentiment should always be taken into consideration when making any type of decisions impacting the operations of your buildings.

This module allows you to engage your tenants, whilst gathering invaluable qualitative data and include your tenants in the decision-making process every step of the way.

See how behaviours or opinions have changed over this time and ensure awareness of any changes that need to be made.

● Shopping behaviours ● Working behaviours● Feedback ● Mental wellbeing


AUDITS & INSPECTIONS

Completing mandatory audits is essential in any retail destination - even more so when the building is operating with skeleton staff.

Standard auditing forms will be created for every department to help them carry out the inspections in a safe manner.

● Security● Maintenance● Cleaning

Once an audit is completed, it is automatically saved in Mallcomm for the rest of the team to access - even from the comfort of their own homes.


COUNTER MODULE

Using a simple counting system, this module enables you to count anything required; from the number of staff working in each store, to the number of visitors in the centre. The counter feature will become a must during the transition time of reopening assets.

This module can be used to track footfall on any given day after the effects of Covid-19, and compare to before the pandemic. Any changes can be noted and strategies can be put in place.


COMMUNICATING WITH YOUR CUSTOMERMallcomm is the only solution on the market to engage both business customers and consumers; we have a full 360-degree product.

Mallcomm B2C integration will enable you to actively engage with you visitors and ensure they are aware of the changes implemented as a result of the COVID-19 outbreak and thus, maintaining a safe environment for shoppers to visit, without having to use social media for all of these communications.

Additionally, your shoppers will be able to:

● View changes to opening hours● Pre-book their visitation slot● Contribute to the safety of the centre visitors by

reporting unusual activity● Shop remotely by using services such as

Deliveroo/Uber Eats● Stay aware and ask questions of the most

up-to-date personal safety guidelines● Move around the mall more efficiently


REPORTING

The success of your reopening strategy can be measured clearly through Mallcomm’s reporting system. Everything that happens within the app is recorded and reported on and so you will have a real time overview of your team’s performance:

1. User numbers - total downloads/ total registrations

2. Daily interaction - Item views, section views3. Response rate - some content, such as surveys

will require an active approach from its users, delivering qualitative data

4. Managers’ activity - how much effort goes into populating content

5. Critical comms viewed and reacted to 6. Value achieved through the reallocation of

resources to areas of most need


ONSITE SOCIAL DISTANCING

Our internal marketing team can assist in the delivery of various distancing measures onsite.

They will work with you to identity the needs and can deliver the following:

● Floor markers for queuing ● Floor vinyls for one-way systems ● Hand sanitising stations ● Information graphics, vinyls and installation

in identified areas ● Branded items for centre staff or for the

public ● Best practice shopping guides ● Group purchasing options


TYPICAL PROJECT OVERVIEW


Milestone List

Week 1

Introduction to Centre Team from TBG Project Team and Account Manager.

Provision of ‘Content Package’

Week 2

TBG configuration & beta testing

Suggested: Initial communication with Retailers

Ready for launch!

“Kick Off”

Content Package Submission

1st communication with retailers

CMS Training

App access & orientation Final launch prep

Pre Project Kick Off Config Training Orientation Go Live

Week 4

Centre Orientation

Centre Customisation & Further content population

Suggested:Further communication with Retailers

Week 3

Access to Content Management System (CMS)

Pre Launch Access to App

App & CMS training

Pre Project

Commercials agreed and finalised.

&&

COVID 19Prioritised Project timeline

Suggested period: 4 weeks


WHAT OUR CLIENTS SAY


'For the first time in our 28-year history, tenants have a single resource which they can access to receive standard documentation, timely messages and helpful information. They can also send questions directly to mall management in order to help them with any issues they may be facing."

Janette SmrckaIT Director Mall of America

“OxComm has been extremely useful during this time. Being able to send memos and communication to all tenants and see in seconds who has viewed the critical information has been an amazing tool. I can’t imagine having to try and manage COVID-19 communications without it, especially being able to reach tenants while off site.”

Jason BlumAssistant Property ManagerOxford Properties Group


“We now have a much improved two-way communication with retailers that allows us to collect essential feedback. The technology has helped to streamline processes and improve efficiency.

Connect also supports retailers’ businesses through features such as staff-to-staff discounts and job vacancies in the captive retail communities — over 50,000 retail staff across the portfolio.

Connect is more than just an app, it has made a major contribution to both understanding how our centres are running and engaging in conversations with retailers.”

Alexis Vernon, Head of Shopping Centre Management Quality and Services at Unibail-Rodamco-Westfield

"Mallcomm has proven to be a massively powerful operational and communications tool for Meadowhall. It has allowed us to effectively manage retailer engagement to its full potential and streamline our operational processes - the efficiency it delivers gives a massive return on investment and has made it invaluable in the way we manage our retail community. Integration with our existing operational platform, implementation and the evolution of Mallcomm has been seamless and effective.

Toolbox Group have been a great team to work with, from early development, to smooth implementation and flexible adaptation. I thoroughly recommend Mallcomm to any shopping centre."

Mark Bruce, Retail Director, Meadowhall Shopping Centre


“We felt that the technology behind Savills Insights – Mallcomm – ticked the boxes of both helping occupiers remain connected to on-site management

teams, and the sales input function also allowed all information to come into one place and so make collation and analysis more efficient.

Feedback from retailers has been really positive and it has transformed the engagement we have with them plus delivered significant efficiencies for all.

Savills had also worked with Toolbox Group in developing the earliest releases of the platform and feedback had been very positive.”

Stephen ToalDirector of Property Management Research

Savills


We’ve not long implemented the app in #BrentCross and have to say it came into its own with the recent Covid developments

and would be an absolute advocate of the great work the Toolbox team have done

Chris Barnes Centre Director, Brent Cross

Hammerson


“Mallcomm has allowed timely and effective communication with all our retail partners within the shopping centre. It allows us to track which partner has read the communication enabling us to focus our resources more efficiently.

Mallcomm is a depository for all the communications sent out by the management team, ensuring information is easily accessible and accurate in

this fast-moving situation. I see us increasing the communications through Mallcomm as the situation develops and meetings and face to face

communication is reduced or stopped.”

Dave RobertsonCentre Manager

Culver Square, Colchester


WHO IS TOOLBOX GROUP


PAST, PRESENT & FUTURE

MARKET LEADER

● Operating in 22 countries in 11

languages

● Top institutional clients

● 300 properties

● 250, 000 users

● 20,000 stores

● 10,250 brands

● Currently 3% of EMEA market and

1% of USA market

● Engagement rates of over 95%

● Innovative Roadmap

● Mallcomm is now making a

difference in over 16.3 million square

feet of real estate worldwide

Founded by internationally acclaimed mall marketer Michelle Buxton in 2000, Toolbox Group has grown to be one of the largest specialist innovation agencies serving the real estate sector.

Toolbox Group’s leading technology, Mallcomm, is one of the most established, advanced, cutting edge and large scale products in its area of property technology.


TOOLBOX GROUP STRUCTURE

CREATIVE SERVICES

BrandingCreative StrategyDesign Services

MARKETING SERVICES

Outsourced MarketingContent Management

PRB2B Services

DIGITAL SERVICES

App DevelopmentWebsites

PROPTECH SOLUTION MALLCOMM

Product developmentProject Managers

Client SupportTraining


CLIENTS


WE’RE WORKING WITH ALL THE LEADING TENANTS


WE CONNECT MAJOR OCCUPIERS AND THEIR STAFF TO YOUR LOCATION

CURRENT GLOBAL FLAGSHIP CLIENTS

WESTFIELD WORLD TRADE CENTRE, NEW YORK ELEKTROWNIA POWISLE NEIGHBOURHOOD, WARSAW

MALL OF AMERICA

AMF FASTIGHETER MIXED-USE PORTFOLIO OF

ICONIC MIXED-USE NEIGHBOURHOODS

COAL DROPS YARD, KINGS CROSS NEIGHBOURHOOD,

LONDON


CONTACT US

EDWARD COOKEGLOBAL GROWTH [email protected]+44 7590 486528

covid-19 crisis assets post reopening of your for … · pre project kick off config training...

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