Occupier Case Study
Provident Financial PLC was founded in 1880 by Sir Joshua Waddilove as a way of helping working-class families provide for themselves through the use of vouchers which could be repaid at a later date.
Over 137 years later, they’re now one of the UK’s leading suppliers of personal credit products and a FTSE 250 company listed on the London Stock Exchange, serving over 2.4 million customers.
As corporate occupiers, they operate a network of approximately 100 properties throughout the UK and Ireland.
Before Propman, Provident were using a basic in-house system, which only held the bare minimum of information – rent, rates, address and service charge details. Sandie McLellan, Head of Property & Facilities, explains why they decided to search for a dedicated property management system:
“As the company grew, our previous system was unable to keep up with our demands, and we felt we needed to upgrade to a more modern and responsive system that could adapt and grow with us as our requirements changed.”
After sending out an RFI to the market and assessing various systems, Propman was chosen as their property management system.
“One of the main reasons we chose Propman was because it offered us a fully integrated, complete package at a one-off cost. We could expand our use of the system as we discovered more about its functionality, without worrying about additional charges for upgrades or new modules.
At first, we used it purely to store our leasehold data, allowing us to keep track of all outgoings much more efficiently and never miss a payment. We then expanded our use to take advantage of Propman’s functionality for streamlining our business as well.”
The Provident team utilised the full functionality of the system to improve their internal processes as Sandie explains:
“The features and functionality that have provided us with the most benefit include:
- Jobs – we use Propman as a Helpdesk, this means that anyone can instantly access up-to-date information, and can update callers on their queries even if they have not been directly involved in the case.
- Links – Propman links all relevant paperwork, such as invoices, to the corresponding job. Not only is this extremely useful for budgeting purposes, but also ensures that nothing ever gets lost. We are able to respond to queries in a much more professional manner and have been able to significantly reduce paper and printing costs.
- Financial reports – We’ve developed user-defined reports designed to record and manage our KPIs and MIs, for example, checking that all records are updated, all health and safety inspections carried out, and all diary reminders resolved on time, as well as providing detailed reports for financial comparison. This information, which used to be stored on spreadsheets, can be reproduced into transparent reports at the touch of the button.”
In addition to the comprehensive functionality, Provident have also found value in having a system that is intuitive.
“Propman is a highly intuitive system, meaning that we are often able to work out any queries internally, or by consulting the immensely useful inbuilt ‘Help Text’ feature.
When we do find we have to call in for additional support, we have always found the team extremely helpful and our queries are usually resolved quickly.
Propman has increased our efficiency no end, keeping us focused and helping ensure that everything happens as and when it should. It has really become our support system, massively increasing our efficiency, cutting down on checking and costly mistakes, ensuring we never miss payments, and that all our information is accurate and up-to-date. It has made us more productive and more professional, and ultimately saved us a great deal of money.
We were looking for a company that would treat us as a valued asset, rather than a small fish in a big pond. That has certainly been the case with the Grosvenor Systems team, and we have been pleased with how our relationship has strengthened over the years. We have had an excellent overall experience with Propman, and would definitely recommend it to other commercial occupiers.”
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