IT/SOFTWARE CASE STUDY

The implementation of a customer App across an extensive portfolio.

The Company: Bruntwood (Commercial Property Specialists)

In this case, I helped the business across two divisions, Bruntwood Works who are one of the largest property providers in the UK; they blend work and lifestyle to create spaces that encourage interaction and create communities; and Bruntwood SciTech who offer high quality office and laboratory space, a range of scientific services, and specialist business support which enables companies in the science and technology sector to form, collaborate, scale and grow.

The Problem

Bruntwood has a business portfolio that spans across the UK. They have over 80 buildings and over 50,000 customers in Manchester, Leeds, Liverpool, Birmingham, Glasgow, Cambridge and Cheshire. They needed a way to deliver an enhanced layer of digital services across their customer base, therefore, it was decided, to implement a building specific App that would connect customers within their communities across all locations.

Bruntwood wanted customers to be able to easily engage services within their specific building and local area services such as being able to book meeting rooms, access gym classes, building amenities, be able to take advantage of discount offers, and also be able to order food & drink from the buildings food and beverage outlets. Bruntwood also wanted a way to connect their own divisions with the cities they’re located in. They wanted customers to feel part of the community and saw the opportunity to be able to connect customers to other businesses via event promotions, forums and member listings.

The Solution

Probitas provided full project management, project planning, project controls and full end to end delivery lifecycle expertise to:

Identify the scope/ask
Identify preferred outcomes and what success looks like
Identify stakeholders
Build a structure to manage the project effectively
Gather and integrate all information needed to populate the app to ensure desired functionality was achieved
Raise a project team to execute the strategy
Liaise with the App third party supplier to make things happen
Conduct regular update reviews on project progress
Liaise with multifaceted project stakeholders to gather all information relevant to each region/building/customer
Work with internal stakeholders and app suppliers to coordinate all launch events across every building and manage these through to completion
Provide and create testing of App prior to launch
Provide guidance to users on how to manage the new application
Ensure relevant training was in place and completed so people were competent (on the back end/customer facing)
Acted as a central POC (Point of Contact) for issues when App went live with customers
Created defined operating model for use post project to enable efficient resolution of issues by sharing knowledge

The Result

Rolled out the App to all regions and buildings on time, to budget and surpassed client expectations with attention to detail and meticulous planning and open two way communication
All phases, phase 1, phase 2 and phase 3 of the project fully rolled out and delivered across a number of regions on time to over 52 buildings

I worked with Pete on a software implementation project where he was a project manager. He took the time at the start of the project to immerse himself in the detail of what we were working on and quickly attained a depth of knowledge that was genuinely impressive.

Throughout the project Pete has been especially thorough and meticulous in his work. He’s been cool under pressure and has built excellent relationships with the wider team.

I’ve enjoyed working with him and would recommend his services without hesitation.