Results of the "Service in Development" Forum: automation vs. chaos

Leading industry experts discussed modern approaches to property management automation and enhancing customer service quality.

At the key B2B forum "Service in Development" (May 22–23), representatives of major development companies and property management firms highlighted a growing service crisis in the real estate market. Clients are no longer willing to tolerate lengthy response times, opaque processes, or subpar service quality. In this environment, automation has shifted from an optional tool to a critical necessity for business survival.

Service: The New Currency of Real Estate

The forum brought together key market players to exchange insights on modern service solutions, property management automation, and tenant/buyer interaction optimization. Participants emphasized the rising importance of service quality as a key competitive differentiator in a saturated market.

Partnerships That Solve Business Challenges

Comindware, together with its partner GMCS (a member of the MT-Integration Group), showcased end-to-end solutions for digitalizing real estate management. Their joint stand drew significant attention from attendees seeking practical tools to elevate service standards.

"Improving customer service is a top priority in real estate management today. At the forum, my partners from GMCS and I observed strong interest from developers and management companies in process management as a service-enhancing tool. At our stand, participants explored how Comindware My Building—powered by the Comindware Platform—can transform customer service through a transparent request management system. Importantly, Comindware My Building optimizes all aspects of property operations, from automating service requests and scheduled inspections to creating a full-fledged digital twin. With its extensive functionality, our clients digitize building maintenance and reinforce their market leadership," says Tatyana Romanenko, Head of Key Account Management at Comindware.

"Alongside Comindware, we spent two days engaging with forum participants, covering every facet of service in development—from security to AI integration. The Comindware My Building solution, showcased at our joint stand, generated strong interest, proving the demand for Russian-made CAFM solutions. The product offers comprehensive functionality rivaling Western alternatives, plus flexible customization, enabling clients to streamline facility management and optimize operations," adds Anton Chepurin, Head of Department at GMCS.

From Automation to Superior Service

Attendees highlighted modern digital platforms' ability to create a unified property management ecosystem. The showcased solutions demonstrated how technology not only automates routine tasks but also sets new service standards through process transparency and rapid response times.

Experts stressed the importance of integration in modern management systems, which consolidate all operational aspects—from maintenance to tenant relations—into a single digital environment.

An Industry on the Brink of Transformation

The forum revealed that real estate management is entering a new era, where technology drives competitive advantage. According to Knight Frank, 2024 saw record investment in development, with service quality remaining a decisive success factor.

Research indicates that implementing advanced automation can reduce operational costs by 20% within the first year, with an ROI of 12–18 months for well-executed projects.

The "Service in Development" forum served as a platform where leading consulting experts presented actionable solutions to the industry’s service crisis—from automating workflows to sophisticated customer experience systems.