Lend lease group case study

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Lend lease group case study

Learn Introduction Lendlease is a leading international property and infrastructure group with operations in Australia, Asia, Europe and the Americas. The European residential group is confronted by changing markets, new international competitors and an ever increasing need for digitisation.

To face these challenges head-on Lendlease has decided to make the shift from a sole product focused company towards a customer-obsessed company. The customer perspective will be the silver lining throughout their entire digital transformation and all future innovation projects.

The Challenge The real estate industry is a rapidly changing market with new sales trends popping up use of virtual or augmented reality and ever increasing competition for space and customers.

The golden age in which developers could just design a building and be sure to sell the units are over. This change has led to a shift the way they do business.

Lend lease group case study

For Lendlease this means putting the customer at the heart of the organisation and striving for top quality customer service. This had resulted in a disparity between the customer needs during their entire journey, from buy to build and eventually live in and the service offering of Lendlease.

The Solutions Customer Company Roadmap The initial step in helping Lendlease make the transformation into a customer company was the rollout of a Customer Company Roadmap. This involved understanding what frameworks Lendlease had in place, what they were missing and then deciding what quick wins could be implemented as well prioritising structural improment opportunities.

We conducted a number of interviews with staff, focus groups and workshops that allowed us to get a total understnading of just how customer centric Lendlease were. Customer centric focus Once we had finished establishing a baseline and getting a degree understanding of who Lendlease were as a business, we started working on a tangible output that would help galvanize their journey towards becoming a customer centric company.

A number of strategic documents have been produced to help roadmap activities across the company and support management strategy and vision on becoming a more customer centric company. If we had done this project the LendLease way, we would have ended up with a LendLease answer, but by bringing in 4C we have ended up with a customer centric answer.Lendlease, the leading international property and infrastructure group, is working in partnership with Southwark Council to deliver a GBP£2 billion regeneration programme on 28 acres of land in the centre of London's Elephant & Castle.

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Lend lease group case study

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