Lendlease Industrial needed a fresh take on how it communicated with tenants across the entire lifecycle. Onboarding emails were outdated, important info got lost in lengthy PDFs, and tenants often felt disconnected or unclear about what to expect. With multiple internal teams involved, creating a streamlined, cohesive approach was no small feat.

We tackled the challenge head-on by mapping the full tenant communication journey, from first enquiry to onboarding, maintenance and offboarding.

• Full audit: We reviewed existing assets, communications and documents, assessing them against best practice.
• Stakeholder collaboration: We ran a workshop with cross-functional teams to uncover pain points and co-create solutions.
• Competitor analysis: We identified content gaps and innovation opportunities.

From there, we recommended a suite of updates to modernise and improve the tenant experience:

• A friendly, informative ‘welcome series’ of emails to set the tone and provide key onboarding info.
• A searchable, cloud-based explainer hub to replace overwhelming PDFs.
• An annual calendar and monthly updates to help tenants plan ahead and feel supported.
• Short welcome videos for onboarding and lead generation.
• Monthly trends-based blog content for newsletters to provide value and insight beyond the basics.

Lendlease Industrial jumped on the strategy, immediately engaging Content Rebels to wireframe and write their new welcome email series. The internal team began rolling out other initiatives, starting with the new tenant calendar and plans for a streamlined explainer hub. The welcome emails launched just in time to roll out the red carpet for their next new industrial tenant - delivering clarity, professionalism, and a much warmer first impression.

Key wins:

• Complete lifecycle communications strategy built collaboratively with internal teams
• New email welcome series launched to improve onboarding
• Annual calendar created to improve planning and visibility
• Searchable explainer hub in development to replace PDFs
• Video and blog recommendations added to increase engagement and value