Our comprehensive operating platform lets us provide a consistent, high-quality service to our customers, while bringing us competitive advantage in the market.
Essentially, the platform is our ‘how to’ guide for managing MLI, holding all the policies and processes that dictate the consistent experience our customers will enjoy when leasing our premises - wherever they are. But it also contains all the software critical to running our business - finance, CRM, apps, and so on. Finally, it encompasses the visible and physical elements that set us apart, such as our network of customer engagement managers, and our maintenance regime.
MLI can be a fairly uniform product, so the customer experience and services offer a key point of differentiation for prospective customers.
We intend to provide additional products, services and value to occupiers, and believe that we can grow revenue and profitability.
We believe that customers are willing to pay a premium for a service that reduces risk, hassle and burden when leasing commercial space.
Good quality customer service enhances the lease renewal rate, reducing vacancies and the cost of new leasing.
We believe that we have the ability to grow our portfolio efficiently without a pro rata increase in costs and complexity.
Capturing high-quality and comprehensive data on how our business operates helps build a better picture for making both key strategic decisions and daily operational decisions.
More than half our customers have never signed an industrial lease before and are very wary of the risks and drawbacks.
Our operating model is designed to offer them a consistent, efficient and comprehensive service. Many businesses are increasingly looking to their landlord to provide space with after-sales customer care and additional products and services.
Here are just some of the benefits for our customers:
Face-to-face customer service through our extensive network of on-the-ground customer engagement managers.
Fixed-price leasing to give budgeting clarity throughout.
Simple direct-to-landlord leasing process with our Smart Lease.
In due course, the potential to offer additional products and services such as cleaning, utilities, refuse and maintenance.
Paperless, digital transaction management, with accurate billing and credit control.
Multi-channel communications including live chat, our 0800 call centre and web form.
A proactive approach to ESG including LED lighting.