The Client

A leading global financial advisory and asset management firm with operations across 22 countries

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The Challenge

Moving 80,000 sq ft of London operations into a purpose-built, net-zero carbon building designed for hybrid work, sustainability, and exceptional employee experience

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The Real Problem

Even the smartest buildings don't work if people can't easily tell you what's wrong

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What They Needed?

When this firm relocated their London team, they weren't just changing addresses; they were creating a future-ready workplace with solar panels, rainwater harvesting, tech-enabled meeting rooms, and all the sustainable, flexible infrastructure you'd expect from a forward-thinking financial services company. But here's the thing about beautiful new buildings: they only stay that way if people can quickly report what's broken, uncomfortable, or just not quite right.

The Challenge

Traditional facilities management ticketing systems are a pain. Apps require downloads and logins. Emails get lost. Phone calls interrupt workflows. And so problems simply don't get reported especially the small ones that eventually become big ones.

What We Did?

We implemented the Hereworks Happy platform with a game-changing feature called Solve - a 3-second problem reporting system that works without apps or logins.

Here's how simple we made it:

750NFC smart tags were placed strategically throughout the building at meeting rooms, tea points, desks, and key service areas. Building occupants simply tap or scan a tag with their phone, and they're immediately connected to help. No app downloads, no camera needed, no passwords, no friction.

‍Anyone can request support anywhere at any time.  For authenticated users through the company app, it's even more seamless - scan the tag and report directly within their existing workplace platform.

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Recognised for excellence in the industry.

1

What needs attention?

mapped to functional assets that actually matter to people

2

Where exactly is it?  

automatically captured via the tag location

3

Who should handle it?

routed instantly to the right team

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What Happened?

Over the initial adoption period, tickets started to flood in. But the most revealing number? 45% of the initial issues were reported anonymously.

Let’s just think about that.

‍Nearly half of the issues reported through this system came from people who didn't want to identify themselves. Without Solve, those requests would likely have remained unreported and unresolved. Following the initial surge, ticket volumes settled down at 500 -600 tickets per month, the natural rhythm of ongoing workplace maintenance.

This was the system working exactly as intended, finally giving people a voice to report the niggling issues as well as the ‘bigger’ things:

• Temperature problems (especially on Level 4; turns out everyone was too warm) 
• Desk issues that people had been working around 
• Equipment that wasn't quite right but "not worth making a fuss about" 

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Our Findings

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<1%

of all issues are urgent

and people are still making the (very low) effort to raise them

48%

Cleaning and lighting dominate

requests which also includes significant ‘no power’ issues

83.3%

of ticket volume are

‘Maintenance General ‘and ‘Cleaning’ issues together

35%

Consistent anonymous reporting

rate proving that accessible, reporting uncovers hidden issues

<97%

Sustained engagement

shows that people continue to use it because it actually works

<97%

Rapid backlog clearance

as operations can immediately 
react and respond

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This is what happens when you remove the barriers between ‘something's wrong’ and ‘something needs attention’.  They get seen and dealt with.

The findings suggest that in traditional workplace environments, up to half of issues may go unreported simply because the reporting process is too complicated, too time-consuming, or too visible. People adapt to broken things. They find workarounds. They decide it's not worth the hassle. They can’t be bothered...  Until you make it easy to use.  And properly easy, not just ‘easy’. Then you discover what was hiding in plain sight all along.

‍Want to uncover the issues hiding in your building? ‍

Smart technology should make things simpler, not more complex. Talk to us about what's possible when you give people an effortless way to be heard. Let us show you how user-friendly technology transforms not just operational efficiency, but workplace quality and employee satisfaction - one tap at a time.