Challenge

Engel & Völkers is a global real estate company with a presence in over 30 countries, offering premium property services. At their Madrid office, they aimed to streamline internal processes for managing property keys used by their team of real estate consultants. The goal was clear: automate key handoffs and improve efficiency in day-to-day operations without relying solely on manual processes.

Previously, all key management was handled manually by front desk staff, who tracked and distributed keys using an analog system. This created bottlenecks and placed a heavy administrative burden on the team. With agents regularly checking keys in and out throughout the day, Engel & Völkers sought a system that would improve accountability, reduce human error, and optimize their internal coordination.

Juan San Martin Rico, IT Technician at the Madrid office explained their issue: “We wanted a way to automate this process so we could speed things up, without it being a hassle for our desk staff or anyone else.”

Pain Points

• Manual Workload on Staff: Front desk personnel were solely responsible for managing and tracking key handoffs.
• Slow Turnaround Times: Waiting for staff to hand off or receive keys created delays for consultants.
• Limited Visibility: Difficulty monitoring key handoffs and ensuring consistent return and retrieval.
• Risk of Error: Manual handling increased the chance of lost or misplaced keys.

Solution

To improve efficiency and accountability, Engel & Völkers Madrid implemented the Keycafe SmartBox key management system at their office. The goal was to give agents direct, secure access to keys while maintaining full administrative oversight.

With Keycafe, agents now retrieve and return keys using personal access codes or user badges, without needing to involve front desk staff. Every action is logged in real time, allowing the management team to monitor usage and optimize workflows. The video capture feature of the SmartBox adds an extra layer of accountability, providing visual confirmation of each key interaction.

Engel & Völkers’ Implementation

• Independent Access: Agents use unique access codes or ID badges to retrieve and return keys without staff assistance.
• Video Capture: Each transaction is recorded by the SmartBox for added oversight.
• Digital Records: Key access is logged in real-time for better tracking and reporting.
• Agent-Only Key Handling: Only authorized team members handle keys, ensuring full internal control and traceability.

Result

Keycafe helped Engel & Völkers Madrid gain control over a core part of their operations: property access. By removing the bottlenecks of manual key handling, they increased team efficiency and reduced the risk of mistakes.

“The greatest benefits we have experienced when using Keycafe have been speed, management, and control”, explained Juan San Martin Rico.

The ability to monitor activity and reduce dependency on staff for every key transaction freed up valuable resources, while the digital audit trail improved internal accountability. Agents now have self-serve access to keys and are empowered to carry out showings without logistical delays.

The Outcome

• Time Savings: Faster key pickup and drop-off reduces daily interruptions.
• Fewer Errors: Automation removed manual tracking, minimizing mistakes.
• Team Coordination: Clear usage logs improve planning and visibility.
• Accountability: Video and digital records create trust and transparency.