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July 14, 2020

How we ensure customer satisfaction through Delivery Excellence

Our Regional Principal of Delivery, Adam Petersen, guides our teams across the Americas through all stages of project delivery. He’s has worked on some of our largest projects for our global clients including Boston Scientific, Smith & Nephew and Berkeley Research Group. He’s passionate about delivering great customer services and shares how his team achieves successful outcomes for our clients.

 

  1. How do you feel Unispace stands out from the crowd with our customer service?

    Great customer service is about building a relationship with our clients and showing a deep level of understanding for their business goals. For Unispace its simple, a happy customer is the ultimate measurement of success. We work alongside you throughout a project to ensure goals are ultimately achieved through your workplace. This could include cost saving by reducing floor plates and relinquishing space, or building a collaborative culture through space planning. Every detail is carefully thought out from pre-construction through to handover and post occupancy. We’ll go above and beyond to deliver a workplace to be proud of and meet our client’s goals, otherwise what’s the point. If you’re happy with the service you’ve receive, then we’ve done a good job. So, at the end of the project, our clients wants to work with us again – which is why over 150 of our clients have completed more than 5 projects with Unispace globally. 

  2. Why do you think businesses choose to work with Unispace?

    Our talent across strategy, design and construction teams have the knowledge, tools and experience to deliver workplaces that support your business goals. We’re also passionate about delivering a seamless experience. What’s unique about the way we work is that our smart construction technology platforms mean our clients can have real-time cost and programme transparency for their projects. We also take on project risk, and this means that you don’t have to worry about going over time or over budget. I can honestly say that as a team, we love what we do. We work closely and learn from one another globally, and that camaraderie translates itself into an energy that clients are drawn to.

  3. We aim to create impactful positive experiences for our clients throughout the lifecycle of a project. How do you achieve this?

    Our Delivery Excellence principles are embedded into our ways of working. Communication is key. We hold weekly meetings with our clients to make sure they’re brought with us on the journey and set expectations and milestones from day one. It’s simple: multiple touch points at every step of the journey, from project kick off meetings, to weekly and daily briefings. We’re with you every step of the way.
  1. If you have one goal to live by with a project what would it be?

    Practice what we preach. I stress constant communications with my teams across disciplines to ensure that we are aligned as a singular Unispace Team when presenting Designs, Budgets, Site Progress and Punchlist to our clients. We use our digital tools to facilitate that communication and ensure that we are following the principles. One of these tools is our digital Project Management Software, Procore, which allows us provide real-time status updates. On Pivotal-Denver, the entire project team was remote, so we used a 3D camera for site walkthroughs in addition to still photos to give an immersive experience as possible of the construction site. Procore allows for clear insight into the manpower, photo progress, drawings, and is a great tool for each of our phases of a project.

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