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Illustrative HexaTech platform sculpture connecting smoked-glass panels for AI assistant, bookings, customers and loyalty on a deep emerald background.

01 / Customer engagement

One platform.
Connected journeys.

A customer engagement platform for service businesses.

Project
HexaTech
Scope
Strategy / Design / Website / Customer journeys
Focus
Business experience
Explore the project (opens in a new tab)The work & value

02Potential at a glance

106.7h

Released hours / month

£2,567

Monthly capacity value

£21,300

12-month value after costs

3.7 mo

Capacity-value payback

03Challenge & solution

Every detail.
One business goal.

Customer conversations, bookings and follow-up can end up in separate tools, leaving the team to join the pieces.

Nine shared tools are organised around one customer journey, with dedicated offers for different service industries.

  1. 01

    A platform rather than nine disconnected pitches

    The product family connects conversation, booking, customer management, loyalty and the decisions around them. The public offer gives each module a clear job within the operating loop.

  2. 02

    Industry language over a shared foundation

    Hotels, beauty, clinics, venues and fitness have different customer questions. Dedicated brands explain those contexts while shared tools remain single products, not multiplied client deployments.

  3. 03

    A coherent system for growth and delivery

    Content, campaigns, feedback, team planning and analytics complete the relationship around the booking. The platform story joins customer-facing experience with the work behind it.

  4. 04

    Product portfolio strategy

    Give each tool a purpose within the same system.

04Business value

Modelled impact.

Released capacity

106.7h

Released hours / month

Modelled released capacity: 106.7hScenario assumptions: M1: 53.333333333333336; M2: 64; M3: 74.66666666666667; M4: 85.33333333333334; M5: 96; M6: 106.66666666666667. A business-case model, not measured project performance.026.753.380106.7M1M2M3M4M5M6

Combined handling time per enquiry

33.3% less

Minutes per task

Modelled combined handling time per enquiry: 33.3% lessScenario assumptions: Baseline: 12 min; Scenario: 8 min. A business-case model, not measured project performance.128BaselineScenario

Capacity value

£2,567

Monthly model

Modelled capacity value: £2,567Scenario assumptions: M1: 2566.666666666667£; M2: 5133.333333333334£; M3: 7700.000000000001£; M4: 10266.666666666668£; M5: 12833.333333333336£; M6: 15400.000000000002£. A business-case model, not measured project performance.£0£3.9k£7.7k£11.6k£15.4kM1M2M3M4M5M6

The operating journey

400

Booking decisions

Modelled the operating journey: 400Scenario assumptions: Stage 1: 1600; Stage 2: 880; Stage 3: 400. A business-case model, not measured project performance.1.6k880400Stage 1Stage 2Stage 3

Capacity value / investment

224.2%

12-month model

Modelled capacity value / investment: 224.2%Scenario assumptions: Investment: 9500£; Value: 30800.000000000004£. A business-case model, not measured project performance.£9.5k£30.8kInvestmentValue

Time allocation

33.3%

Released capacity

Modelled time allocation: Released time 33.3%, Remaining handling 66.7%33.3%Scenario
  • Released time33.3%
  • Remaining handling66.7%

Value after all modelled costs

£21,300

Initial investment included

Modelled value after all modelled costs: £21,300Scenario assumptions: Start: -9500£; M3: -1799.999999999999£; M6: 5900.000000000002£; M9: 13600.000000000004£; M12: 21300.000000000004£. A business-case model, not measured project performance.£-9.5k£-1.8k£5.9k£13.6k£21.3kStartM3M6M9M12
Illustrative HexaTech platform workspace on a bronze desktop display and concierge phone in a dark marble studio.

05The experience

Every interaction.
Part of the whole.

Nine shared tools are organised around one customer journey, with dedicated offers for different service industries.

Product portfolio strategy

Give each tool a purpose within the same system.

Shared experience architecture

Keep customer context coherent across modules.

Industry positioning

Adapt the offer to the operating language of each vertical.

An illustrated service team reviewing customer enquiries.
An illustrated view of business signals converging into a decision.

06The connected journey

From first intent
to useful action.

  1. 01Discover

    Reach an audience with useful reviewed content.

  2. 02Engage

    Answer and capture the customer question.

  3. 03Deliver

    Connect booking, records and owned work.

  4. 04Return

    Review feedback, recognition and relevant communication.

07Technology & expertise

Built to
keep improving.

Brand & website

An experience shaped around the user.

Business context

Information the team can maintain.

Connected workflows

People, records and the next action.

Measurement

Useful signals with clear definitions.

Human oversight

Review, ownership and operational judgement.

What to measure next

  • Enquiry-to-booking progression
  • Time lost between customer and team actions
  • Returning-customer behaviour

08Let's do this

What could we
build for you?

Bring us the business challenge. We’ll connect the strategy, experience and working product around it.