Experts in experience

CHALLENGE

With apartments in these KPF designed towers still available for sale post-completion and a high level of competition in the area, it is imperative to uphold the utmost in customer satisfaction to ensure the development retains its exceptional reputation.

The complexity and size of the building also means that an experienced and professional team is required to enable smooth handovers and move-ins to deliver the level of service expected from both domestic and overseas purchasers.

RESPONSE

We created and implemented all CX strategies and systems appropriate for the development. The senior advisory team continues to ensure integration of internal and external teams, including the main contractor, to enable a successful and smooth transition for the residents.

Nine months prior to completion, Conductor became the face of One Crown Place’s Customer Experience service, establishing one point of contact for all residents. We managed the portal development, newsletter content, design and fulfilment, creation of the homeowner guides and all other collateral.

We prepared customers for completion and move-ins and conducted the key handovers and home demonstrations with flair and professionalism to ensure an exemplary experience.

Currently in the aftercare phase, we continue to manage the snag resolution and defects throughout the liability period. It is our role to ensure the contractors uphold their obligations, that resident satisfaction remains high and that the building is successfully handed over to the building manager.

Worth noting, we have designed, fielded and analysed a Customer Satisfaction Survey spanning the sales process, design and product, customer experience and building management/concierge. The results have been used by all teams to continually improve service delivery to customers and for future development planning.

IMPACT

Peace of mind for the client knowing that a professional and experienced team are managing the intricate completion, handover and defect process.

Frequent and honest communication with residents to inform and update during the COVID-19 challenges.

90% overall net satisfaction for the development

CHALLENGE

To provide a seamless customer experience on this exceptional Foster and Partners tower, managing all customer communication relating to handovers, move-ins, snags, defects and the two-year aftercare period for a culturally diverse set of residents with high expectations of quality and service.

RESPONSE

Beginning nine months prior to practical completion we worked with the developer, contractor, operations and building management teams to agree a strategy that would optimise customer satisfaction and the project’s financial goals.  As part of the set-up phase we brought all customer communications together under our white labelled team, ensuring consistent messaging regarding the latter stages of development and ensuring their preparation for the all-important completion and handover phases. 

As we moved through these latter stages, the established relationships with the residents, in-house legal teams, concierge and contractors meant that despite a condensed move-in period starting seven weeks prior to the end of the year, all customers could be accommodated, even those moving between Christmas and New Year. 

                                                                                                                                     IMPACT

The aftercare, snagging and defect management period began as soon as the first resident was in their apartment ensuring a seamless experience from day one.  As we continue through the aftercare phase our one-face of interaction model allows us to serve each customer personally according to their needs and at the same time provide frequent and complete reporting for our clients, identifying the most efficient way of dealing with any individual or systemic issues.

By providing a team that can flex up and down in terms of experience and resource level at short notice, we were able to accommodate a more condensed initial move-in period than originally envisaged without impacting overall costs, satisfying residents and our clients alike. 

Additionally, given the challenges that COVID-19 and lockdown brought at a key stage of the aftercare phase, our tailored systems and processes were able to quickly adapt to an offsite operating model, ensuring the required level of service was maintained for all customers. 

Our objective position with regards to snags and defects has allowed us to provide our clients with a clear understanding of items to be addressed by the contractor, and facilitate access for these to items to be remediated in a timely manner.

200 legal completions and handovers achieved within one month

CHALLENGE 

With their first large scale residential development nearing completion, Londonewcastle required a white-labelled team to manage resident communication, handovers, snags, defects and aftercare for their 119-apartment development in Queens Park.

With units still available for sale post completion, it was imperative that the clients corporate and development brand reputation were upheld, as well as ensuring the utmost in customer satisfaction to bolster remaining sales.

RESPONSE 

Retained for over four years, we acted as the single face of customer care for the Queens Park Place residents and contractors. Due to strict contractual obligations, all handovers needed to complete within two weeks, requiring an exceptional level of pre-completion strategy and planning to ensure this was achievable.

We provided a hassle-free solution that allowed for the development team to focus on quality of the build, readiness and the commercial goals of the project.

IMPACT

Our rigorous planning throughout this project allowed for 98% of legal completions to be achieved over a three-day period, as well as 82% of key handovers completing within 14-days.

Furthermore, due to our pragmatic and diligent approach to customer care, over 84% of the total snags and defects were closed out within four months of PC.

This resulted in a high level of customer satisfaction which in turn upheld Londonewcastle’s excellent reputation, as well as upholding the development reputation which contributed to maintaining  strong sale and resale values.

98% legal completions achieved over three days

84% of the total snags and defects closed out within four months

82% of key handovers completed within 14 days

CHALLENGE 

Conductor were tasked with creating a ”five-star” front of house experience for residents, as well as implementing a smoother move-in process and a system to integrate with the contractor to clear snags and defects.

RESPONSE 

Conductor was already working as the outsourced marketing team at Southbank Tower. This was then extended into customer experience to ensure brand values and reputation were upheld.

Together with SAY Property we were instrumental in appointing the front of house and property management team, to ensure a five-star service was created. A front of house brand – Consort 24 – was conceived. This entailed everything from training staff in brand values through to uniforms, activation of amenity space, marketing collateral and an app.

Being brought on board once move-ins were already underway was no easy task, yet the CX team integrated smoothly with Mace, setting up a system for monitoring and clearing snags and defect as well as moving residents into the building on weekends and after hours to ensure completions could occur as swiftly as possible.

IMPACT

The Telegraph wrote a piece outlining the exemplary experience saying it was probably “the best concierge service in London”. The experience was used widely as a marketing tool in a scheme that still had apartments to sell post completion.

By setting up a system for move-ins, which included weekends and after hours, the client was able to realise funds from completions more swiftly. Additionally, the process for monitoring and clearing snags and defects meant that a backlog was cleared, customers were communicated with more clearly and that led to a greater levels of satisfaction.

CHALLENGE

The Boiler House is nestled in U+I’s £250m regeneration project in Hayes; The Old Vinyl Factory with Hoola situated in the Royal Docks.

We were tasked with streamlining existing processes as well as creating cohesive Customer Experience strategies for both sites.

RESPONSE

We first created a vision for Hub’s customer experience function, ensuring it upheld the values of being “people centred property developers” and humanising the experience for customers.

By working with the development teams, contractors and building managers on both sites we pulled together a cohesive communications plan, move-in / handover and aftercare strategy.

IMPACT

We ensured that snag and defect management was highly organised and customer expectations were managed; in turn, issues were quickly cleared and customer trust was developed thereby delivering a high level of satisfaction.