Annual
Report 
2017

I am grateful and thrilled to say that it’s been another brilliant year at Equiem.  

It is an exciting time to be involved in real estate, as the pace of change accelerates and the industry moves to a more customer and experience-led approach.

When we first started in 2011, Equiem consisted of two desks in Melbourne. Today, we employ 250 amazing people in 4 countries and are proud to service our customers across assets spanning 55 million sq. ft. of real estate.

In 2017, we achieved a truly special milestone - we officially went global - establishing offices and launching our first ‘Equiem enabled’ buildings in New York and London, along with a support centre in Manila. I am tremendously proud of my team for achieving  this massive accomplishment.

This year, we also launched a new identity, one we love and that we're excited to share with the market. We believe our new brand better captures and conveys Equiem’s philosophy, achievements, products and people, allowing us to speak to our global audiences with confidence.

We listened and continued to invest heavily in our technology, doubling our spend on product this financial year in order to meet the needs of a global market. In 2017, we launched an update to our Events module, Cortex - a data and analytics warehouse providing incredible insights on occupants, buildings and across portfolios, Spaces - an Airbnb for meeting rooms to better monetise space, and Iris - our proprietary content management system for improved content and campaign management to engage occupants and build loyalty.

This time last year we acquired the Jagonal business, which has now been successfully integrated into the group. Right now, the first customers now being onboarded onto the Jagonal Pro platform, a marketplace for tenants, tenant reps, agents and landlords that we expect will revolutionise the leasing process.

Overall, it’s been our most productive year for product development to date and we’ve built our capability and team enormously, so we’re excited to unleash some even more exciting innovation in 2018.
With our business and team having grown so rapidly over the last few years, it was particularly pleasing to see in our inaugural staff engagement results that the connection, motivation and commitment across the business remains incredibly strong. 87% of our team are proud to work at Equiem, 81% are confident in the leadership (6% above benchmark) and best of all 86% are confident that Equiem will be successful in the next 3 years (8% above benchmark).

As our business continues to grow in scale and ambition, I would like to say a huge thank you, to you, our customers and partners. We are humbled by your ongoing support and it is our continued mission to breathe life into your buildings and create great experiences for your customers in ways that drive value. Together, we have built a world-class product that is leading the real estate industry globally.

We have even bigger news to come in 2018 and we can’t wait to get started. Until then, I hope you enjoy highlights below. On behalf of the entire Equiem Team, we hope you have a happy and joyous holidays.
Gabrielle McMillan
CEO

Key Numbers

The Best Technology

40%

Monthly active users

100+

Buildings 

100,000

Users

55M sqf

(5.1M sqm)

The Best People

170+

Community Managers and Concierge

84

Buildings serviced

97%

Mystery shopper rating

(independent review of customer service standards, quality and execution)

150,000

Hours worked

The Best Engagement

4.2M

Pageviews

9,000

Events posted

30,000

Articles published

69,000

Comments

Retail Stats

Top 3 Retailers

Freshlocker
Dry Cleaning

Cafenatics
Coffee Specialists

Mr Tran
Dry Cleaning

Top 3 most popular products

Dry Cleaning

Coffee

Toasted sandwhiches

"My favourite thing about the portal is how it's completely exploded. There's now a constant stream of community events going on in the building, all of which have been enjoyable as well as offers which are relevant to me."

Thomas L.
Randstad

Business Highlights

INSITE Portal Launch at 567 Collins, Melbourne

‍INSITE Portal Launch at 126 Phillip, Sydney

INSITE Portal Launch at 1 Market, Sydney

INSITE Portal Launch at 135 King, Sydney

INSITE Portal Launch at 135 King, Sydney

INSITE Portal Launch at 135 King, Sydney

INSITE Portal Launch at 135 King, Sydney

INSITE Portal Launch at 135 King, Sydney

Investa launches Insite, powered by Equiem

"With a potential audience of 100,000 working in Investa buildings nationally, we believe the Insite Program allows us to uniquely meet the needs of an increasingly sophisticated workforce who want more from their employers than just their day job.”

Sally Franklin
Group Executive - Real Estate Services & Business Operations at Investa Property Group

Read more

QIC launches Equiem across national retail portfolio

“Our experience with Equiem at both our office buildings and retail centres has been extremely positive. Our tenants in both sectors value and enjoy being part of a more active and engaged community at their workplace. The extension of our relationship with Equiem across our major retail centres is a logical extension of an already successful and mutually beneficial relationship.”

Paula McCleary
Head of Property Operations at QIC Global Real Estate

Read more

Equiem launches first Business Park Portal at Nexus Corporate

“Tenant satisfaction is always top of mind and we are pleased to offer a service that will provide us with a better understanding of their needs and ultimately benefit the 4,000 employees who call Nexus home."

Sam Tarascio
Managing Director at Salta Properties

Read more

A huge welcome to our new clients and partners

Equiem launches new brand identity

Sophisticated, intelligent, human, vibrant, distinct - this year we were thrilled to launch our new brand. We believe it captures the essence of Equiem - our mission, our products, our philosophy, our people - provides flexibility to speak to our range of customers, and the confidence to launch ourselves onto the global stage.

View full story

Equiem goes global - proudly launching at 110 West 40th, New York City

“The Equiem Portal at 110 West 40th Street is going to change the way we communicate with our tenants. It will dramatically improve the tenant experience – this system is poised to improve tenant retention and satisfaction and help create new relationships and communities within our commercial properties.”

David Levy
Principal, Adams & Co.

Read more

Thrilled to launch our first UK portal at the incredible International Quarter London

“The launch of the Life at IQL platform is key part of our plans to create a dynamic and exciting community. It will also help us connect IQL to the broader Stratford area, significantly improve communication, simplify management of facilities, and build a world-class experience for our customers. We believe it will further enhance IQL's attractiveness as a workplace for leading international companies.”

Gilbert Yule
Estate Director at Lendlease

Read more

New Equiem-enabled Commercial Buildings

737 Bourke St, VIC

567 Collins St, VIC

201 Kent St, NSW

1 Market St, NSW

133 Castlereagh/222 Pitt St, NSW

126 Phillip St, NSW

135 King St, VIC

400 George St, NSW

420 George St, NSW

333 George St, NSW

101 Miller/Greenwood Plaza, NSW

363 George St, NSW

110 West 40, NY

International Quarter London, UK

Nexus Business Park, VIC

5 Martin Place, NSW

101-150 George, NSW

201 Elizabeth, NSW

New Equiem-enabled Retail Centres

Grand Central, QLD

Hyperdome, QLD

Castle Towers, NSW

Watergardens, VIC

Westpoint, NSW

Woodgrove, VIC

Robina Town Centre, QLD

Canberra Centre, ACT

Engagement Highlights

Celebrating diversity - International Women's Day at Dexus Place

In March, tenants from more than 17 Dexus buildings made their way to Dexus Place, One Margaret Street, Sydney, to celebrate International Women’s Day. Organised by Equiem’s Dexus Sydney team, the event featured two thought-provoking, high-energy presentations by Katherine Mair and Katie Lavidge, on the theme of mindfulness and work life balance.

Read more

Equiem joins forces with the RSPCA to find new homes for sheltered animals

What do you get when you mix puppies, gelato, and free cuddles? New homes for adorable pups. In one of our most enjoyable – and successful – community undertakings, we recently teamed up with RSPCA Australia to assist with its campaign, “Clear the Shelters”, aimed at finding new homes for sheltered animals. The results? We’re thrilled to announce that every puppy brought to our buildings has now been adopted, and we’ve raised $3,500 for animal welfare thus far.

Read more

Raising funds for those in need with Foodbank Australia

Pooling together and raising donations for Foodbank Australia, one of our Brisbane Community Manager's achieved an outstanding result at two of our premier sites. Raising over 1.25 tonnes of food donations, we're thrilled to be able to make a real difference to the lives of those less fortunate these holidays. With thousands of people living on the streets and in temporary housing, it's great to see that our communities were so committed to making a difference.

Read more

Delighting tenants while simultaneously better understanding their needs

Collecting 926 full entries, Rialto launched its most ambitious competition ever. With a 6-night luxury holiday to Fiji as first prize, the entire community rushed to be part of the action. Participants completed a detailed survey on everything from commuting to fitness, providing invaluable insights for building management while also driving up community spirit.

Read more

Treating tenants to an epic end of financial year party

Bourke Place is renowned for throwing the best monthly drinks event in town. This year’s End of Financial Year celebration was no exception. Hosted by one of the building’s favourite onsite restaurants Scugnizzo, the event invited everyone from the building to join their concierge team for a drink and nibbles. Complete with live theatre actors and dancers the event brought the entire community together and celebrated the achievements of everyone at Bourke Place.

Read more

Bringing in the Christmas cheer at Angel Place

This year’s Christmas Markets at Angel Place were a beautiful success. Under twinkling lights, the entire community enjoyed a beautiful night of live music, wonderful retailers, champagne and even a visit from the big man in red.  The Angel Place Markets provided the perfect chance to finish any last minute shopping and find a last minute gift.

Read more

View more 2017 engagement highlights

Read more

With over 100 sites and 1000’s of unique campaigns, we’ve organised and run some truly unforgettable events and activations this year. Click through to experience some of 2017’s best moments on site.

Product Updates

Iris

Create & Manage Content

Built from the ground up, Iris is the only CMS designed exclusively for the real estate industry.

Create
Write and format professional online content in one intuitive platform.

Edit
Edit content directly or tag individual users to make corrections.

Manage
Share content across your entire portfolio and track your results with inbuilt analytics.

Find out more

Coming in 2018

iOS and Android App

We’re putting the portal in your pocket. Launching Q1 2018, the Equiem App will provide an enhanced user experience and will take full advantage of your phone’s native features. 

Engage Ecosystem

Also launching Q1 2018, the latest iteration of our Engage “customer-experience-as-a-service” platform incorporates fresh new events, services and partners. It is also customisable, allowing you to build an enticing year-long engagement program tailored to your building and tenant preferences.

Equiem CX Score

Like a "NABERS" for your building's community engagement and tenant satisfaction, Equiem's CX score will provide a new metric to measure tenant satisfaction, benchmark your asset and guide investment decisions.

Equiem Extend

Expand the functionality of your Portal with a growling library of integrations. Equiem Extend makes it easier for third-party developers to build extensions and add-ons to the Equiem Portal, augmenting the experience and making it easier to integrate with your existing platforms.

Testimonials

"I would like to sincerely thank you for all the guidance and support you have provided to us in the recent weeks and months. A big thanks for always being available to come up and give us advice, help us salvage a disaster or just to check up on how everyone is doing. As a team, you are all absolutely world class! We can't imagine working in any other building now that we have experience such a high level of support from you all."

Jinding Team
Rialto Towers

"This note comes to you from our new digs on Bridge Street! We have relocated and will be here for a few months before we move into premises at Wynyard Green... Oh how I miss thee MLC!!
A note of thanks for providing such a diverse range of concierge services, and a special thanks to you for looking after us so well, especially the regular yogis! I shall miss the great service provided by you and the MLC crew."

Shannon D.
MLC Centre

"Hi Riva
I just wanted to compliment you on the wonderful services you are providing the tenants here at 175 Eagle Street!
I attend the yoga class weekly along with a few of my work colleagues and we all agree Jade is an exceptional instructor, and now that Pilates has been cycled in, Fridays are even better to look forward to!"

Cody N.
175 Eagle

"Hi Caitlin. Thank you so much for organising the dinner for me last night. It was lovely and our directors were very impressed. Thank you for all of your help."

Sharon S.
80 Collins

"I have worked at some amazing places in both Melbourne and London, and the 80 Collins service is the best I have come across, by far. It is such a relief to know that if things are really busy I can get lunch or my dry cleaning or many other things taken care of and at no additional cost. People seem more inclined to chat in the lift or foyer because of this, and it means that 80 Collins is a more enjoyable place to work.
"

Debra B.
80 Collins

"Thank you for such a fabulous Melbourne Cup Function yesterday given to the tenants of Terrica. People have commented that it was the best function they had been to in years! thank you again from my team."

Tenant
140 Creek

See you in 2018

It’s been a massive year, but we’re already looking forward to the next. Thank you again to all our clients for making 2017 so successful.

Subscribe to future Equiem updates:

Thank you! Please check your email to confirm.

Something's not right - please try again.

Copyright © 2017 Equiem Services Pty Ltd. All Rights Reserved