{"id":11122,"date":"2021-02-15T05:10:39","date_gmt":"2021-02-15T05:10:39","guid":{"rendered":"https:\/\/totalsynergy.com\/?p=11122"},"modified":"2022-09-16T12:20:22","modified_gmt":"2022-09-16T02:20:22","slug":"how-laurence-associates-managers-fee-earners-and-clients-got-clarity-amid-covid","status":"publish","type":"post","link":"https:\/\/totalsynergy.com\/how-laurence-associates-managers-fee-earners-and-clients-got-clarity-amid-covid\/","title":{"rendered":"How Laurence Associates\u2019 managers, fee-earners, and clients got clarity amid Covid"},"content":{"rendered":"\n
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Laurence Associates<\/a> are an award-winning, multidisciplinary practice. With a team of in-house chartered planners, architects, designers and landscape architects who work collaboratively, the planning-led practice is able to offer bespoke, fully integrated development solutions. In short, they\u2019re excellent in myriad ways \u2014 and their business and project management systems need to support them in each and every way they excel. Which is a complex, but beautiful built environment thing.<\/p>\n

Laurence Associates\u2019 effervescent business manager, Katherine Shannon<\/a>, took the time to chat with us during lock-down about how Synergy software gives them \u201cClarity \u2014 for management, fee earners and, most importantly, for clients\u201d and how that\u2019s giving them more time for their incredible design.<\/p>\n

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A multidisciplinary built environment design practice<\/h3>\n

Founded in 1993, Laurence Associates began as a practice of one town planner, but when design director Jason Pledger<\/a> joined the team around the same time as the now managing director, Richard Marsden<\/a>, Jason spearheaded the development of the design arm of the business \u2014 having realized the valuable scope for providing clients with a much more efficient approach by allowing and providing the design elements of developments within the one practice.<\/p>\n

\u201cIt goes hand in hand really, and it’s much more efficient to have it all in-house,\u201d says Katherine, \u201cArchitects that work for us who\u2019d previously come from pure architecture, really like the fact that you’ve got that planning advice on hand while they’re designing, because it feeds into, and often informs the design process. Especially if you’re pushing the boundaries from a planning perspective \u2014 they can literally walk across the room and ask a question, or, now that we\u2019re remote, ping a question.<\/p>\n

\u201cAnd it works both ways as well. Once something’s in planning, if the case officer doesn’t like something, wants it tweaked, it can be done very quickly because they’re all on hand to do it \u2014 as opposed to having to contact a separate practice and getting them to feed it into their workflow. It’s all there and it’s very instant. And we’re all obviously using Synergy. We’re all using one project and practice management system.\u201d<\/p>\n

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Saving emails to projects \u2014 genius<\/h3>\n

Katherine explains that, in the dark ol\u2019 days before Synergy, the practice used to expend tens of hours per week of technical assistant time, just to save emails. You can\u2019t have a fee-earner doing that unbillable admin, it\u2019s true. But it\u2019s also a waste of a good tech assist\u2019s time.<\/p>\n

\u201cIt’s genius to have the ability to save email<\/a> at the click of a button. We literally used to have our technical assistant spend hours a week to take the burden off the fee-earners so that they could progress with their work for the client \u2014 because the client doesn’t want to be told that their project wasn’t progressed because the fee-earner was saving emails, do they?<\/p>\n

\u201cSo, we used to give that to our technical assistant, and it would take her hours and hours saving emails and that was so tedious \u2014 necessary, but tedious. Now we don’t have to do that, and she’s freed up to do other things. It’s been brilliant. Obviously, the time that saved in itself has been fantastic.\u201d<\/p>\n

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\"Laurence<\/p>\n

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Life before Synergy<\/h3>\n

Laurence Associates began rolling out Synergy in mid 2019. But before that, their business and project management comprised disparate spreadsheets, a separate project management software system, and a stand-alone timesheet software. Not exactly the dynamism and seamlessness of the work being produced in the rest of the practice.<\/p>\n

\u201cWe had Excel spreadsheets,\u201d says Katherine, \u201cwe had a different project management system, and we used to use a timesheet system because we did realize a couple of years prior that writing down time on timesheets is not accurate. The timesheet software was very straightforward if you were just putting time against a project at your rate, however, being multidisciplinary we needed more detail.<\/p>\n

\u201cWe had different rates<\/a> of fee-earners doing different things, on different phases, and different stages of various projects. So, we ended up with multiple projects on this system in order to help the fee-earners have some clarity about what their budgets were \u2014 because it was very, very difficult, as they would get a lump of hours allocated to a project \u2014 it just wasn’t clear enough for them to work out how much time they had for different stages.\u201d<\/p>\n

Flexible security access allows managers to take ownership of their projects<\/p>\n

Katherine says that Synergy solves those issues. \u201cbecause you can allocate all the budgets and the time within the different phases and stages. And it’s clear \u2014 it translates through in the documents, to the fee proposal. We’ve given the project managers and fee-earners enough security access to be able to see and take ownership of their projects.<\/p>\n

\u201cThey’re all highly qualified people, and giving them the actual ownership of their projects<\/a> \u2014 the ability to run with them and take more control \u2014 it\u2019s liberating for them, I think. It gives them more autonomy and ability to do their best work. It shouldn’t be a secret what the client is paying and what’s expected of them. They do have KPI targets as well, so it’s also about sticking to the project budgets because in order to achieve a good KPI result, they need to be able to say that the time they’ve spent is actually chargeable as well.<\/p>\n

\u201cSynergy allows clarity for them. When they look at a project, they can see the financials straight away and see how it’s been sold to the client.\u201d<\/p>\n

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Clear budgets (and expectations)<\/h3>\n

\u201cObviously, we put fee proposals together based on the time we think we’ll spend\u201d says Katherine, \u201cAnd sometimes we know it’s going to take longer than the budget, but we want to do the job for other reasons. With Synergy, we can put notes on the system so that project owners are aware of that as well. Again, it takes the pressure off the individual fee-earner because they can see what’s expected of them, or not expected.\u201d<\/p>\n

This sort of clarity means that if they\u2019ve decided a project has priorities over and above profit, the Laurence Associates team can all remain clear where, when, and how much those margins can be sacrificed.<\/p>\n

\u201cYou can put notes against a project budget to say, \u2018this is the budget; however, we expect that it will go over because we’re hoping to sell the next stage on, which will be more profitable\u2019 or whatever the case may be. In our industry there’s always going to be elements occasionally where you can see a potential long-term relationship with a new client and take a bespoke approach to how you put together fee proposals and set up different projects.\u201d<\/p>\n

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A collective, cloud-based system answers covid management challenges<\/h3>\n

Katherine says the whole Laurence Associates team enjoys having Synergy, but that the software platform only increased in value in the face of the covid pandemic and associated lock downs.<\/p>\n

\u201cIt’s been really good from a management perspective particularly. For fee-earners, they’re using the timesheets and they\u2019re looking at the project budgets and so on, but from a management and administration perspective, it’s meant that we can continue to manage the practice remotely as a group.<\/p>\n

\u201cThe reporting<\/a> functions meant that we could really do a deep dive into our sales pipeline. We could contact all of our clients and prospective clients straight away and we could use all the custom fields to allocate them different statuses or tags \u2014 so that we knew what was on hold because of covid, what wasn’t on hold, what was done with. As a result, we got this really clear, realistic pipeline, which is really important when you’re looking at staffing levels in a crisis like that.<\/p>\n

\u201cIt also meant we knew what date we should approach the client again for sales. It really helped in that respect \u2014 rather than what we would have had previously, which is a long spreadsheet of information that would just be unwieldy, not necessarily accessible by everybody, and not agile enough to keep current.<\/p>\n

\u201cHonestly, the number of times, as a management team, we’ve said, \u2018Thank goodness for Synergy \u2014 thank goodness for Synergy during covid!\u2019 Because our finance manager, and I, we’re constantly on Synergy, running reports, checking things, tweaking things. We\u2019re in there all day.\u201d<\/p>\n

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\"Laurence<\/p>\n

 <\/p>\n

Industry-specific software, built with and for you<\/h3>\n

The fact that Synergy is built with and for built environment practices is important to Laurence Associates. The continual development of the platform and collaboration with built environment professionals actually using the product mean it has the agility to support customers in just the way they need and want it to.<\/p>\n

\u201cWe enjoy the fact that we can contact the team in London if something’s not working, or if we start to use something and need assistance \u2014 we have a true feedback mechanism, and they are very open to taking it on board and feeding that into the development process. We do feel like we have a voice, which is great. As opposed to it being like Microsoft, for example, where Teams functionality is Teams functionality, whether you like it or not.<\/p>\n

We can actually say, \u2018We\u2019ve started using this feature \u2014 can we ask these questions? Is it possible to do this?\u2019 or, \u2018We’ve noticed a bug\u2019, and then it’s reported and looked at. If there’s a reason why it’s that way, then it’s explained. If not, then generally the changes are made. And I get the impression that that happens across the board, that most Synergy customers feedback, because we’re regularly told, \u2018Yes, that\u2019s been raised, and it’s being looked at\u2019. Which is great.<\/p>\n

 <\/p>\n

Clarity for managers, fee-earners, and clients<\/h3>\n

For Katherine, the question of \u2018why Synergy?\u2019 is quickly and emphatically answered with one word: Clarity! Clarity of data for management, to allow strategic, fact-based decision making. Clarity of project budgets and requirements for fee-earners, allowing them to manage their time efficiently and effectively. And, perhaps most importantly, clarity of invoices for clients, allowing them to see where and when time was spent by fee-earners on their project.<\/p>\n

\u201cWe’ve actually started giving work breakdowns for all estimated work. We give monthly breakdowns because we find it so much clearer and it reduces the time spent dealing with client queries \u2014 which are rarely complaints, but often a matter of them not remembering what they’ve asked for, or losing track as time goes on \u2014 whereas if they can actually see what we’ve been doing in the breakdown, it saves everyone time and confusion.<\/p>\n

\u201cThat\u2019s just an example, and the fee-earners are using it in a much more simplistic manner, but in the management team we’re constantly in Synergy, constantly using it, and it’s just… It’s really quite the godsend.\u201d<\/p>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<\/div>\n<\/div>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

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