The Problem

This fast-growing shared office provider faced significant operational hurdles due to its rapid expansion. A lack of standardized processes resulted in an inconsistent member experience across its properties, leading to member dissatisfaction and churn. Furthermore, the reliance on lengthy, paper-based checklists for cleaning, maintenance and health & safety compliance created severe inefficiencies, directly contributing to overworked staff. Critically, the management team suffered from a lack of operational oversight, with no real-time visibility of issues or staff performance.

The Solution

To resolve these issues Magnitude implemented a comprehensive digital solution focused on streamlining operational management and enhancing the member experience. Magnitude introduced member-led issue reporting via QR codes, empowering members to instantly flag problems directly from their location. For staff, they replaced paper forms with digital checklists featuring image overlay, speeding up inspection processes and improving accuracy, as well as building a system for real-time maintenance reporting and tracking. All of this data then fed directly into a Business Intelligence (BI) dashboard that gave management 24/7 visibility of all operational issues and staff activity.