HqO Unveils CRE’s First System of Record for Customer Experience

New platform unifies asset management, tenant lifecycle, and building operations to drive loyalty, efficiency, and AI-readiness across commercial real estate portfolios.

BOSTON, May 15 2025—HqO, the world’s leading real estate experience platform, announced today the launch of the industry’s first system of record for customer experience in commercial real estate, encompassing tenant engagement, operator performance, and investor value creation. The new platform unifies asset management, tenant lifecycle, and operational workflows into a single, intuitive system — empowering property owners and operators to drive loyalty, efficiency, and long-term asset value.

“We’ve partnered with the most sophisticated operators across the globe, and what we continue to hear is clear: the market has lacked a holistic system to manage the full lifecycle of both the tenant and the asset,” said Chase Garbarino, CEO and Co-founder of HqO. “At its core, it’s a purpose-built CRM for commercial real estate that acts as the system of record for the customer experience. It also accelerates operators’ AI-readiness. That’s the gap we’re solving, and it’s one of the industry’s most urgent needs today.”

While AI holds enormous promise for CRE, disconnected data and systems continue to hold the industry back. HqO’s platform addresses this head-on by consolidating and surfacing comprehensive insights into building operations and tenant experience — all in one place. This enables automation today and sets the stage for AI-powered insights, including lease renewal forecasting, smarter operational planning to improve NOI, and benchmarking performance across assets and regions. In an era of accelerated innovation and intelligent operations, simplifying your tech stack isn’t optional — it’s essential.

HqO’s new platform addresses three mission-critical workflows — empowering property, asset, and experience teams to work together to create vibrant, profitable properties that deliver on today’s expectations for flexibility, hospitality, and measurable workplace ROI:

  • Asset Management – Power strategic decisions and manage your portfolio in one place. Consolidate building, vendor, tenant, user, and transaction data to gain a real-time, scalable view of asset performance and customer health, enabling smarter capital planning, improved reporting, and better stakeholder alignment.
  • Tenant Lifecycle – Foster loyalty with hospitality-driven experiences across the tenant journey. Digitize and streamline tenant onboarding, access provisioning, amenity usage, events, and communications — ensuring every interaction is thoughtfully tailored to create meaningful experiences that strengthen relationships, satisfaction, and retention.
  • Building Operations – Streamline service with centralized data and connected tools. By bringing access control, visitor management, work orders, and resource booking into one platform alongside the tenant lifecycle, property teams save time and deliver consistent, high-quality, hospitality-driven service.

This marks a category-defining shift led by HqO, transforming disconnected tools and manual processes into a unified, intelligence-ready system designed for the future of commercial real estate.

With this release comes the REX Framework — HqO’s proven deployment methodology that aligns experience delivery with financial outcomes. It gives organizations outcome-driven environments where every interaction transforms properties and drives tenant satisfaction, operational excellence, and long-term performance. By connecting the tenant journey to the investor lifecycle, HqO enables teams to drive critical KPIs across asset performance (e.g., NOI, CapEx ROI), experience (e.g., satisfaction, retention), and operations (e.g., uptime, efficiency).

“Our customers are redefining what it means to operate a real estate portfolio,” said Shelly Just, SVP of Client Strategy & Operations at HqO. “They’re moving beyond traditional property management toward experience-led operations — where every interaction is intentional, every detail matters, and technology enables a seamless journey for the customer. What makes this shift so powerful is the recognition that every building is unique. This release gives our clients the tools to unify systems, adapt to the nuances of their assets, and deliver elevated experiences at scale. It’s a foundational step toward more resilient portfolios — built for an AI-powered future, but grounded in the real operational needs of today.”

This launch comes at a pivotal moment for the commercial real estate industry as cities strive to regain economic momentum amidst rising vacancies and shifting tenant demands. Backed by strategic partnerships with institutions like MIT and designed with the Quantum City vision in mind, HqO’s new platform is built to help landlords stay competitive, responsive, and relevant in a rapidly changing world.

Forward-thinking real estate leaders are already working together using HqO’s Spring 2025 product release to transform how they operate. Learn how you can do the same — visit https://product-releases.hqo.com/.

 

About HqO:

HqO is leading the transformation of the way people experience real estate. Through its Real Estate Experience (REX) Platform, a powerful and dynamic suite of applications and services, HqO has powered over 400 million square feet at over 1,500 properties across 32 countries. The world’s most innovative organizations rely on HqO to drive operational excellence by maximizing and boosting tenant and employee acquisition, retention, and engagement.