More efficient behind the scenes. More personal where it matters.
How Destin Chandler Hawkins strengthened client communication, reduced routine enquiries and created a smoother operation without compromising its bespoke approach.
A more structured process that protects the human, bespoke service at the heart of the firm.
Independent residential expertise across Portsmouth and the Solent.
Destin Chandler Hawkins provides valuation reports, home condition surveys and building surveys across Portsmouth and the surrounding Solent area. Its RICS registered valuers combine extensive local property knowledge with a personal service designed to help clients make informed decisions.
Survey Booker has enabled us to provide a more personal and bespoke service, not less.
Destin Chandler Hawkins Chartered Surveyors
Greater structure. The personal touch protected.
These are the practical differences Destin Chandler Hawkins reported after bringing client communication and case management into one easier-to-manage process.
visibility throughout the survey
Clients can follow progress and access their completed report online, giving them useful information without needing to request every update.
calls and progress queries
Better self-service visibility reduced avoidable interruptions and released time for the team to concentrate on its clients and professional work.
the platform investment many times over
The firm reports that the time saved has delivered value well beyond the original financial outlay while supporting a smoother daily operation.
Results are an individual customer experience and will vary according to each business, implementation and use of the platform.
From a concern about losing personality to a service that feels even more personal.
The firm wanted greater structure and efficiency, but never at the expense of the close, bespoke client experience on which its reputation was built.
- Giving clients a clear view of survey progress
- Making completed reports available through the portal
- Reducing avoidable status calls and routine queries
- Keeping communication close and personal
- Releasing time for professional advice and client care
THE CONCERNWould greater automation dilute a highly personal service?
THE CONNECTIONClients gained direct progress visibility while the team retained close contact.
THE RESULTLess routine administration created more room for bespoke support.
Technology strengthened the firm’s personal approach rather than replacing it.
How efficiency and personal service came together.
A written case study following the firm’s ambition, initial concerns, connected client journey and experience as the platform continues to support its growth.
A clear ambition
Destin Chandler Hawkins joined Survey Booker with the ambition of becoming the leading residential surveying firm in Portsmouth and the surrounding area.
Its differentiator was always intended to be personal, bespoke service. The team needed a structured and manageable system that could improve efficiency and communication while supporting that promise.
The initial concern
Introducing a digital system raised an understandable question: would automation make the experience feel less human?
In practice, clearer processes supported the relationship rather than replacing it. The team could maintain close communication while routine information became easier for clients to access.
Greater client visibility
Clients can log in to follow the progress of their survey and download the report once it is ready. This provides reassurance and transparency without requiring the team to answer the same progress questions repeatedly.
Efficiency that delivered a return
With fewer interruptions and a simpler daily process, the firm reports meaningful time savings. The financial investment has been repaid many times over through improved efficiency.
That released capacity can be directed towards professional work, thoughtful advice and the individual attention clients value most.
A platform growing with the practice
The firm describes Survey Booker as easy to use and manage, with responsive support whenever help is needed. Its use of the platform continues to evolve as the business grows.
Destin Chandler Hawkins would readily recommend the system to other surveying firms and is willing to share its experience with businesses considering the same change.
The system made the process easier. The service stayed unmistakably personal.
For Destin Chandler Hawkins, efficiency and personal service were never competing goals. A clearer connected process reduced routine demands and gave the team more time to provide the attentive, bespoke experience it set out to deliver.
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