Case studiesServiced office operator

Tours this week, rooms booked now, renewals on time

Enquiries wanted a tour this week and got a reply next week. Members wanted the meeting room in ten minutes and had to find the centre manager, who was on the floor. Licence renewals crept up unnoticed and invoices went out late because the team was showing people round. The operator wanted every enquiry toured within the week, every room bookable instantly, and renewals and invoices running without the team at a desk.

The problem

Three things kept going wrong, and each cost the business time, money or a customer.

BeforeEnquiries answered a week after they asked for a tour
BeforeMeeting rooms booked by finding the centre manager
BeforeLicence renewals noticed late and invoices slipping

What we built

Three agents built on the operator's space management system and accounts, with pricing and licence terms handled by the centre managers and the agents doing the qualifying, booking and reminding.

Intake agentAnswers every enquiry within minutes, asks about team size, start date and what they need, and books a tour at the right centre into the manager's diary, this week, with directions and a reminder.
Booking agentLets members book meeting rooms, day passes and extras by message or the member app, instantly, against live availability and their licence's inclusions, and tells the centre team what has been booked.
Renewal agentWatches every licence end date, opens the renewal conversation ninety days out in the centre manager's name, tracks the response, hands anything about price or terms to the manager, and raises the renewal invoice on time.

How it went live

The space management system held every member, licence, room and centre; the accounts held the invoicing. The centre managers set the rules: anything about price, a discount or a break clause is theirs, and the agents may book, remind and confirm. The intake agent took the following week's enquiries with a manager reading each reply; the booking agent went live to members on day four with nothing to approve. The renewal agent opened its first conversations, for licences ending in the following quarter, in week two.

What changed

Enquiries are answered within minutes and toured within the week, and the centres convert more of them because they are seen first. Members book rooms in ten seconds without finding anyone, and the centre team has stopped being a booking desk. Renewals begin ninety days out and invoices go on time, so the operator stopped losing members to a lapsed licence nobody had raised. Occupancy across the three centres rose nine points in the first two quarters.

This week
Every enquiry toured, from next week
+9 pts
Occupancy across three centres

'We were running a booking desk with a building attached. Now the building runs itself and we talk to members about what they actually need.'

Operations director

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