Butler: Streamlining Home Management with Personalized Digital Solutions

Jonathan Lam | 29 Sep 2023 | PropTech Insights # 82

Executive Summary

Butler Asia Asia, a Hong Kong-based start-up, is revolutionizing the real estate industry with its innovative SaaS solution. The platform has drastically increased user engagement and efficiency, while reducing manpower requirements. By cleverly integrating AI technology with familiar tools like WhatsApp, the company is reshaping the future of real estate operations, providing a user-friendly interface that enhances living experiences and offers significant advantages to early adopters.

Butler Asia: Streamlining Home Management with Personalized Digital Solutions

In the fast-paced world of real estate, a seismic shift is taking place. The pandemic has unsettled the established order, toppling traditional real estate powerhouses and heralding a new age of tech, AI, and data-driven metamorphosis.

A Hong Kong-based start-up named Butler Asia is stealthily creating ripples, attracting notice, and equalizing the opportunities for real estate firms of all sizes. This is substantiated by their phenomenal end-user growth of 9,000% within just 18 months since their inception, drawing the backing of blue-chip real estate firms with a cumulative market cap exceeding US$75 billion across the region.

Butler's SaaS solution has enabled a 2,000% surge in their real estate clients' end-user engagement, which includes residents and leads—an impressive upgrade over traditional emails and phone calls. This heightened interaction has led to over 50% in time savings on property operations and separately a 25% boost in retention and conversions.

The Tech Gap in the Real Estate Industry

According to Yardi's 2021 report, a surprising 10% of Asian real estate entities lack tech systems, with 30% solely dependent on spreadsheets. Of the remaining 60% with tech systems in place, only 35% make use of building management systems. This sector is primed for disruption, given its apparent need for technology but lacking in adoption.

Jonathan Lam and Angues Chan, co-founders of Butler Asia, were taken aback by the industry's inefficiency due to the absence of technology after living in multiple global cities. Communication channels were scattered, and manual processes were abundant. Inspired by this realization, they set out to enhance living standards through the power of technology.

Their technology acts as the "brain", giving life to real estate, fueled by AI and supported by data from their SaaS's myriad functions. This allows property teams to effortlessly monitor all aspects of their operations in real time. It covers everything from managing fees and tracking FAQ trends to generating maintenance reports and converting tenant inquiries into digital tickets with AI-assigned urgency, staffing, and resolution suggestions.

The Impact of Butler Asia's Innovation

To appreciate their innovation's significance, one must understand the complexities of real estate operations. A typical 1,000-household estate receives about 600 enquiries each month, needing roughly 20 staff members for resolution. Many estates are ill-equipped to handle this demand, leaving many inquiries unattended and negatively impacting living experiences. Standard SaaS systems in the market can reduce this manpower requirement to 10, but Butler's SaaS system further reduces it to 5.

Butler Asia differentiates itself by concentrating on understanding human behaviour. They ingeniously integrate WhatsApp as the end-user interface with their AI-powered SaaS system as the real estate client interface. This approach delivers revolutionary benefits without imposing drastic changes on end-users. By offering this dynamic end-user experience, they are the first to replace mobile app functions with conversational commands. Their adviser and investor, James Riley, former Group CEO of the Mandarin Oriental, observed, "...People are increasingly looking for service ways they can engage with anytime... rather than being waited upon."

Advantages for Early Adopters

Early adopters of Butler Asia's solutions gain a sustainable competitive advantage, enhancing their brand value and discovering new revenue streams. Their adaptable technology serves various real estate properties, including commercial, retail, residential, and public housing. Its cost-effectiveness makes it a compelling choice to improve the lives of millions.

One of their clients, Mr CH Chung, Executive Director of JLL, Head of Asset Management, HK & Macau, stated, "We are currently using Butler's AI system to provide automated customer services to the residents... round-the-clock service with fewer personnel... requests are automatically logged for easy follow-up by our staff and for service level analysis... providing better convenience for our residents…"

With the primary data generated via their technology platform, Jonathan and Angues, Co-Founders of Butler Asia, envision developing a rating system similar to Moody's for corporates, but ratings for real estates. This would improve the lives of millions seeking their dream home. They are dedicated to making a positive impact across the region by building the future of living experience. ■

Insights Contributor

Jonathan Lam is the Co-Founder of Butler, redefining the way people manage their homes via a combination of technology & human-touch. Innovating at the intersection of real estate, technology and hospitality, his vision is to create the future of home experience, to help cater past the last mile, to the last meter.

Disclaimer: The views and opinions expressed in this article are those of the authors and do not necessarily reflect the official position of Proptech Institute, including its directors, employees and affiliates.

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