Scanning the future: Enhancing document management through digital solutions

The aim of the project was to establish a single source of truth by transforming the client’s extensive portfolio of physical property deeds into a secure, accessible digital format. This central repository, equipped with essential metadata tags and a user-friendly search function, allows asset managers seamless access to critical documents while preserving the authenticity of the deeds. By incorporating future-ready technology, the project ensures operational efficiency between teams.

This case study explores the challenges we faced, the hurdles encountered, and how the project team worked together to overcome them driving the project successfully to completion.

The challenge:

Managing a diverse portfolio of over 450 commercial and 1600 residential properties, our client’s vision was to create a digital single source of truth to provide their asset managers with immediate, comprehensive access to property deeds across the portfolio, enabling them to further enhance their performance and the service they deliver to their clients

Cripps was asked to work with the client and their IT advisors to create a process that would support them to make this vision a reality.

The first task was to break the project down into manageable phases, giving set realistic time limits to each phase.

Technology platform selection

The client’s IT advisors submitted recommendations as to the most appropriate platform and format for this project. Cripps were able to add their own from their broad experience of using these platforms to support various clients across the sector. Ultimately, the client made its own informed decision, allowing us to tailor our approach accordingly. The team partnered with an external company to handle the huge challenge of document scanning while preserving sensitive and in some cases fragile documents. The Cripps client services team worked with the in-house team with the client to track and manage this process and then to upload and tag each document with the agreed metadata, establishing a clear path to achieving the client’s digital vision.

Our approach

The team established a structured process, with a tracking spreadsheet listing all properties within the first phase of the project. This spreadsheet was hosted on the data site, ensuring visibility for the entire team. Regular face-to-face meetings were held with all those involved to ensure effective communication was maintained and to keep momentum on all sides to ensure completion in line with the client’s timeline.

Each phase of the project was further broken into smaller manageable batches, with each document being scanned individually to ensure that each document had OCR (Optical Character Recognition) enabled to make the document searchable within.

Once scanned, each batch would be sent to the Cripps client services team.  Our team meticulously reviewed each document, uploaded and tagged with the correct metadata, as previously agreed.

An unexpected hurdle arose due to document library limits within the platform, restricting the number of documents that could be placed within one document library. In response, the client engaged an IT consultant who collaborated with Cripps and the client’s IT advisors to create a more user-friendly search feature. Together, we tested the updated system rigorously and organised the documents into agreed folder structures, ensuring a smooth and efficient search experience for end users.

The outcome

Following the successful completion of both phases – spread over more than 35 batches – the Cripps client services team implemented further processes internally to ensure ongoing continuity of the client’s system.

The team continues to work closely with the client and the wider fee-earning team to ensure that all newly completed documents are uploaded and tagged to the system.

This streamlined process has provided the client with confidence in a future-ready continuously updated system, reinforcing operational efficiency supporting their long-term goals and enabling an even better and more responsive service to their tenants.

How we made a difference

The Cripps client services team took ownership of the project’s day-to-day management to ensure the client was able to keep focus on their day-to-day workload without the project impacting their busy schedule making sure to keep all communication open. By keeping communication channels open, we ensured that the client stayed informed of any updates, queries, or concerns, enabling smooth progress and minimizing impact on their busy schedule.

With a dedicated team experienced in managing large portfolios and eager to embrace new technologies, our client services team provided the client with confidence and continuity, offering guidance where needed and taking action when required.

Our extensive experience working with clients who own or manage large portfolios allows us to deliver comprehensive support from the beginning of a project through to completion, navigating any hurdles along the way, and providing technology and training assistance to keep the project on track.