Future-proofing an established global leader
Client
Savills
Agency
BIO
Project type
End-to-end service design, future vision, business model innovation
Role
Creative Innovation Director
Challenge
With the property industry undergoing serious disruption from new digital challengers, Savills knew its 160 year history and quality reputation was no longer enough to attract customers. The business needed to evolve every aspect of its offering in order to regain competitive edge and maintain its market position.
Approach
Extensive immersion into commercial and residential customer journeys revealed that the wants and needs of buyers, sellers, tenants and landlords extended far further than Savills’ existing service footprint. Through stakeholder workshops and further analysis of processes and culture, several opportunities for CX innovation were developed, forming the basis of a transformation framework that would set Savills on a path to sustainable revenue growth.
Outcome
A vision for the future service experience, driving business model transformation across two parallel work streams.
The first work stream aimed to build a solid digital foundation for the business through a complete site redesign, whilst the second challenged the way Savills do business by putting clients in control of their entire property experience within a single self-serve platform.
The wider digital service solution combined 85 interdependent touchpoints across complex multi-user journeys, within a highly personal, context-driven environment.
A focus on smart servicing through self-management and transparent progress tracking, together with live support and bespoke added-value services provided significant growth opportunities for Savills. The project prompted long overdue investment in new tech, redesigned business processes and staff training; ultimately becoming the trojan horse for the entire transformation program.
