The British Council for Offices (BCO) has commended Savills on RISE, an initiative within the firm’s property management division that aims to define and deliver a dedicated customer-centric strategy for managing prime offices and destinations in the UK.
RISE sets out to transform the delivery of services to the office sector creating a framework for continual improvement, which is independently audited to enable benchmarking of the portfolio and the delivery of bespoke customer experience. Launched in 2018, the initiative focuses on realising and improving customer expectations through an enhanced service delivery.
Chris Richmond, senior head of real estate at PwC and Chairman of The BCO Occupier Group, says: “Our mission at the BCO is to research, develop and communicate best practice in all aspects of the office sector. Efficiency, flexibility, adaptability, sustainability and wellbeing continue to be of top concern to occupiers. Office building owners and managers are increasingly being asked, and now expected, to offer a service that supports these business objectives. The results of the BCO report The Customer Experience Revolution – Closing the Skills Gap provide an outcome-focused roadmap for change and forward-thinking property managers, such as Savills, that are leading by example are to be commended.“
Dan Jaggar, director in the property management team at Savills, comments: “Embracing the BCO’s best practice guidance, through RISE we have taken proactive steps to fill the gap between customers’ expectations and their actual experience within a building, and made this a tangible measure. Through successful implementation across landmark buildings including Cannon Place and Kings Place in London, and Royal Exchange and One St Peter’s Square in Manchester, we have been able to demonstrate our ongoing commitment to improving the customer experience in the workplace and the latest recognition of RISE from BCO further cements this.“
John Redfern, director in the property management team at Savills, adds: “When we first launched RISE in 2018 we commented how much the world in which we work in had altered. The Covid-19 pandemic has brought further changes, and heightened expectations for the spaces we occupy. Some of these changes will be short-term, until a vaccine is found, and others will have a long-lasting effect. More than ever, customer engagement and monitoring a building’s performance is paramount for effective property management that can help ease anxieties around the workplace.”
To find out more, download the recent BCO webinar on the Customer Engagement Revolution that highlights how Savills has introduced RISE into its property management service, touching on its service delivery strategy pre-Covid-19 as well as how property management as a whole may need to adapt in response to the pandemic.Watch here.
You can also access the full Savills RISE BCO Briefing Notehere.
