We now employ over 200 people and are proud to service an astounding 4.1M sqm national footprint.
As your great faith in us continues, so does our passion for creating the best possible experience – both online and offline – for the 50,000+ customers who engage with our platform daily.
With a growing flexibility in the way we work and the spaces we work in, we are seeing exciting shifts in the real estate sector here in Australia and globally.
The war for talent is becoming a driver for a whole new expectation in workplace experience and a blending of work and home life. Buildings are becoming more connected and so are the communities within them.
Our successful capital raise earlier this year has allowed us to increase our investment in the platform and our product team have worked tirelessly on a number of exciting upgrades, some of which you will hear a lot more about in 2017.
The year ended on a high, with the acquisition of Jagonal – a terrific business and platform that increases our technology talent and will allow us to offer you a broader solution across tenant retention and attraction.
As our business continues to grow and scale in a rapidly shifting landscape, we are humbled by the ongoing support of our customers and partners.
Together we have built a world-class product that is changing the real estate industry globally.
So on behalf of the Equiem team, please enjoy our results, highlights and achievements for 2016. They are as much yours as they are ours, and we look forward to changing the world one more sqm at a time with you in 2017.
Gabrielle McMillan CEO
The year in numbers
Best portal launch:
Client: ISPT and CBRE
45% of occupants registered on Day 1 1,221 users after 24 hours
Spaceships don't stick to the safe zone. In 2016, we continued to listen to our customers and iterate our product for users, retailers and onsite teams. Our very own Equiem-made fleet of printers were upgraded, store management was improved, and with so much overseas demand, we made sure our architecture was ready for global clients.
Major new features launched in 2016
This year's focus for the product team has been about growth, in a sustainable and stable way. Key results include: independently certified security audits, PCI DSS compliance, auditing, penetration testing; governance and management of data and data security to set up for secure, remote working. On that front, we're well on our way, with developers now working on our platform across Melbourne, Sydney, Berlin – and soon we will be adding Russia, Manila and Ukraine into the global mix.
Reporting and analytics upgrade
Total upgrade of reporting structure, giving us a dedicated cloud-based infrastructure for reporting and analytics. This will allow our internal team and clients to run reports and analyse their occupants in real time and get a 360 degree view on occupants.
Custom content pages
Change to a more flexible CMS. We’ve given our clients better tools for promoting facilities, services and retailer deals and more configurable, flexible modules to suit every building. We’ve also built out a scalable theme toolkit so that most changes and configurations can be controlled by our clients, instead of having to wait on custom development to be done. We now have one central framework controlling our front end which we look forward to building upon.
We have started to build what we hope will be a vibrant marketplace of integrations and add-ons. During 2016, we have deepened our integration with Google Analytics to allow clients to use their own account. We have integrated with Intercom – a tool for delivering personalised marketing messages, as well as Survey Monkey for extracting valuable data from your tenants, all in a few simple clicks. Our platform keeps getting smarter.
Easier order management and click and collect
A much more powerful infrastructure, completely changing the way we do refunds, reconciliations and line items for orders. This gives our Community Managers, retailers and clients more control to service occupants better. We have also extended our range of delivery options to include pick up from supplier, which provides an entirely new workflow to connect your retail tenants with your office tenants. Another upgrade to this workflow is being released in 2017.
IoT and microservices
A complete rewrite of critical infrastructure to update to a modern, scalable platform. In this body of work, we also upgraded our retailer and concierge printers to version three, meaning our clients could deliver world class service to their occupants more efficiently and with fewer errors.
It’s hard to believe that Equiem Onsite, our staffing arm, was launched only two and a half years ago. Each year, our team of concierge and Community Managers has doubled in size. In 2016, we continued to comb Australia to recruit the best customer service and marketing staff available. We bolstered our training and support, and introduced new ways to measure staff performance and satisfaction. The result was another stellar year for Onsite.
Australia Square, NSW
Michael E., Community Manager | Tania G., Concierge Assistant
Bourke Place, VIC
SingYi, Community Manager
Rialto Towers, VIC
Tania K., Executive Concierge | Phoebe F.,Head of Costumer Service | Kyle B., Community Manager | Mirna I., Concierge Assistant
80 Collins, VIC
Caitlin T., Community Manager
Tash O., Community Manager
175 Eagle St, QLD
Albert P, Community Manager
383 Kent St, NSW
Cordelia A., Community Manager
MLC Centre, NSW
Patricia G, Community Manager
Gee B., Community Manager
Kings Square, SA
Stacey M., Community Manager
570 Bourke St, VIC
Alina L., Community Manager
120 Collins, VIC
Sam K., Community Manager
"Hi Caitlin, the session with Crisp focus group was great. Thank you for the opportunity for me to contribute as it is somewhere I frequent. It was good to hear about the company and provide input as customers. Ted was a lovely guy and I hope we helped Crisp in much future success. Also, the very generous gift was appreciated and well timed for me personally."
Vanessa A. AHPRA, 80 Collins
“As I will be leaving Spencer Stuart at the end of the year, I would like to say how appreciative I have been of the support and friendship shown to me by Gee and Matthew. They always make everyone feel so welcome when entering the building even before we arrive at our respective offices. It has been an absolute pleasure dealing with the team on Gateway Concierge desk over my time here.”
Louise P. Spencer Stuart, Gateway
"We are all incredibly grateful to MLC Management for arranging the fitness classes. Everyone who does them, loves them. The teachers Megan and Simone are fantastic, especially the way they tailor the classes to suit the different ages and the fact that most of us are sitting at our desks for most of the day."
Blackstone Chambers Barristers Tenants, MLC Centre
"Hi Alina, I really enjoyed the lunchtime forum hosted by Charter Hall, ‘Closing the Gender Gap’. Both guest speakers, Luz and Amanda, were extremely inspirational; they both had an infectious enthusiasm for their work and had life journeys that really resonated with me on an emotional level. The quality of the presentation itself really exceeded my expectations! I feel very lucky to have been invited."
Anne T. Wood and Grieves, 570 Bourke
“I have been using Cordelia for various requests, and so have my colleagues. We agree that she has been a pleasure and relief to all of us in assisting with urgent requests that we cropped up amongst other duties.
Cordelia is a breath of fresh air and gets the job done with a smile and without hesitation. From what I have observed she is always ready to please all of her tenants and always goes that extra mile with a smile and nothing is too big a job for her...”
Connie S. Parmalat, 44 Market St
“Hi Shelly, just wanted to say thank you so much for the GYG masterclass yesterday. It was really interesting and the food was amazing! We all really appreciate the effort you go through to organise these and are really thankful that we get a chance to participate. You’re the best, thank you!”
Leisa R Tenant, World Square
Enriching the experience of tenants in 2016
Throughout the year, our teams across Australia planned and executed engagement initiatives and campaigns for our clients, all aimed at enriching the experience of their tenants. Each was a true team effort, with Head Office providing strategy, templates, marketing materials; Platform Performance coordinating between clients and our Onsite staff to finalise plans; and, our Concierge and Community Managers onsite bringing the campaigns to life. It's this full suite of services that allows us to craft unparalleled customer experiences and ensure you have everything you need to engage with your tenants, all on one platform.
Check out a few customer favourites below:
Community and Collaboration
Discover how the people of Rialto united to give their favourite Big Issue vendor a second lease of life with a speedy new set of wheels.
To help launch state of the art End of Trip facilities, we put a brand new REID bike up for grabs, organised lunch & learn sessions, gift packs, tours, even a ribbon cutting ceremony with the Lord Mayor.
Client: DEXUS Property Group
The spirit of Christmas was alive and well in the 570 Bourke Foyer as tenants indulged in luxurious retailer wares for Kris Kringle presents, friends and family.
Clients: Charter Hall, AMPC, Investa
Equiem's suite of onsite staffing and technology solutions have helped transform Eastland into a world class shopping and working destination.