The Challenge
The Hive offers workspace solutions on a rental basis across six Indian cities, managing over 4872 seats enriched with a vibrant community and an integrated ecosystem within the workspace. Running that footprint exposed three operational gaps.
Inefficient communication between operation teams across multiple locations. With multiple locations and differences in operational procedures across locations, it was difficult for The Hive to communicate effectively.
Lack of a system to track and resolve tickets raised by tenants. Call, WhatsApp, email - Tenants could not reach out to The Hive team for assistance with any issues that were being faced. The resolution time took a big hit due to this as well.
Meeting room bookings with Credits were not configured in their previous system. Tracking usage of shared resources like meeting rooms and charging clients post the free usage was not possible in the previous system. This led to a loss in revenue and confusion between The Hive team and the tenants.
Our Approach
Brahmastra Labs answered each gap with a dedicated piece of the platform.
Streamlined communication platform. The team streamlined communication for The Hive by consolidating internal team discussions. A web portal and business app addressed all the internal communication needs of The Hive and provided clarity in the operations for teams specific to a location.
Ops Module with ticketing and escalations. The Ops Module, particularly the ticketing section, helped handle all client complaints, and the presence of escalations reduced the time taken to resolve tickets raised.
Credit system for shared facilities. A credit system gave a view of the overall usage by a tenant, allowing The Hive to charge clients for additional usage of resources like meeting rooms etc. The automatic deduction of credits from the contract maintained transparency as well.
The Results
Operations efficiency increased by 90% once teams across the six locations worked from a single communication layer. Average ticket resolution time fell by 86% with ticketing and escalations in place, and revenue through shared facilities rose 160% once meeting-room credits were tracked and billed automatically.
