0203 507 0033
0833 757 0134Paragon Building Consultancy
About Paragon Building Consultancy
- Sector:
- Construction
- Company size:
- 50-200
Paragon is one of the UK's largest independent building and project consultancies. They think differently to create commercial advantage for their clients and deliver a director-led service focused on technical expertise, commercial business acumen, with a proactive approach to service delivery. They understand the importance of creating meaningful relationships and take time to understand their clients and the opportunities and challenges they face. From their offices in London, Esher, Bristol, Manchester, Edinburgh and Leeds, their team of 130 people carries out instructions across the UK and Europe.
The challenge
Paragon already had experience in introducing new systems into their day-to-day service lines. Their focus this time around was to uncover any gaps in their current infrastructure, as well as identify where the opportunities lay for an improved customer journey.
Paragon’s impressive infrastructure currently allows different stakeholders and systems to collaborate across various stages of project delivery - a key example being their internal case management. On the other hand, Paragon’s less-developed areas of the business still relied on more manual processes. These included the creation of fee proposals, reports, and, in general, communication with their clients. More importantly, despite their high level of systemisation, important client communication was still shared via email instead of a dedicated portal or application.
The ability to communicate effectively with external stakeholders and streamline their customer journey would maintain the reputation they had already gained as a key consultancy firm. In undertaking the DiGence® process, they would be able to assess their customer touch points across service lines, whilst still maintaining a high standard of project delivery.
So how can technology help a building consultancy firm increase the satisfaction in their customer experience?
The solution
Based on the insights delivered with DiGence®, we identified three key priorities that would help Paragon take their business to the next stage:
-
A Job Management System that would allow teams across the business to gain access to project progress
-
A Client Portal that would improve the customer experience and would give all departments visibility over client communication
-
A Fee Proposal Generator that would systemise the process and reduce the amount of manual work and time various stakeholders would invest
Implementing the proposed three key initiatives, it would allow Paragon to roll out an improved client experience fit for Paragon’s brand of building relationships with their customers, through consistent communication and easy access.
The proposed implementation roadmap was the only way for Paragon to continue their digital transformation journey, whilst maintaining their day-to-day organisation and vision. This would allow Paragon to foster the change needed to remain a leader in the proptech sector, but also retain the incredible reputation they have built within their industry.
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