Turner & Townsend Enhance CX through Client Portal and Mobile App
Overview
Turner & Townsend is a global professional services firm that works across real estate, construction, infrastructure and natural resources sectors. Major client projects range from The Shard and the Elizabeth Line in London to Google’s new Bay View campus in San Francisco.
Clear and timely client communication is vital in the company’s work with a big emphasis on programme and cost management. T&T needed a new client portal and mobile app that was best-in-class.
Elsewhen helped T&T de-risk, design and build a new digital portal and mobile app allowing clients to gain access to real-time data and insights.
Highlights
- Concept to design within 12 weeks
- Built scalable framework across web, mobile (Android and iOS)
- The challenge
- Bottlenecks and outdated reporting
Turner & Townsend project managers spend a lot of time preparing detailed monthly status reports for clients using live data and insights. However, in a fast-paced project, these reports can be outdated within minutes of publishing if not in real-time.
T&T wanted to provide more dynamic and real-time reporting to their clients with development of a new digital portal and mobile app with best-in-class personalised customer experience. While their in-house digital team had web development capabilities, they lacked the skills and confidence for mobile app design and implementation.
- Strategic approach
- Driving change through agile practices
Working closely with Turner & Townsend in a 12-week timeframe, Elsewhen applied agile practices to drive rapid progress. Essential to the development was hosting workshop sessions with project and cost managers for mapping of requirements and scenarios.
The goal was to create a functioning portal and app that could then be managed in-house. This required high-fidelity designs and end-to-end technical integration with the company’s data infrastructure, as well as the deployment of Android and iOS apps.
The team used the Ionic framework where engineers could code once and build efficiently for three platforms – web, iOS and Android.
Services provided
- MVP specification
- Product architecture
- Design for key customer journeys
- UI and UX design
- Web and Mobile App (Android and iOS engineering)
- The solution
- Putting real-time data insights in the customer’s hands
Client’s can engage with live, interactive dashboards, gaining insights on demand.
The new app and client portal let T&T’s client’s view data and insights in real-time. Client’s can now engage with live, interactive dashboards, gaining insights on demand.
It also pulls in data from other sources like relevant industry content and an activity feed, supporting enhanced client communication, trust and collaboration.Â
Elsewhen enabled Turner & Townsend’s in-house team with the latest principles of app development and provided a modular and flexible design system for maintaining and enhancing the future of the portal and app.
- The outcomes
- Proving the benefits of better CX and mobile innovation
Giving clients and project managers data and insights in real-time to make better decisions faster, and communicate more effectively.
The project helped T&T improve their CX and strengthen client relationships within a 12-week engagement. Within this time, the team successfully identified, implemented and operationalised a solution that supported the company’s ambition to deliver its first mobile product.
With a customisable modular system, the portal and app can be easily branded and personalised for each client.
Knowledge transfer sessions have enabled T&T’s digital team with new mobile app development capabilities. Overall, giving clients and project managers data and insights in real-time to make better decisions faster, and communicate more effectively.
Giving clients and project managers data and insights in real-time to make better decisions faster, and communicate more effectively.
Name SurnameProduct Manager
