200
legal completions and handovers within one month
Principal Tower
Challenge
This Foster + Partners designed tower required a seamless Customer Care and Experience for a culturally diverse group of purchasers with high service expectations. Managing communications, completions, move-ins and aftercare across a complex development required structured coordination.
Response
Conductor CX mobilised nine months before practical completion, working with the developer, contractor and building management teams to establish a clear Customer Care strategy. Customer communications were centralised and residents were prepared for completion and move-in.
Impact
A flexible CX team enabled a condensed move-in programme while maintaining high service standards. Structured processes supported effective aftercare and defect management, while 200 legal completions and handovers were delivered within one month, exceeding purchaser expectations throughout.
9
months pre-completion mobilisation
1
of 3 projects with Concord London