The Engine House, Bexley

The Engine House Bexley runs a fast-paced, multi-service business centre — flexible workspace, membership, events and in-house 3D printing — in an industry where staff turnover is often high. That meant day-to-day knowledge naturally lived with individual team members rather than in a shared system, making it harder to guarantee the same fast, consistent response regardless of who was covering the desk.

POEM designed and built NEST, a centralised system handling both member enquiries and internal operational tasks in one place, alongside a knowledge base, status communications and a new website and booking system. Alongside the build, we delivered a structured programme over twelve months — starting with on-site analysis and systems build, moving into staff training and a pilot launch, and finishing with long-term ownership planning across every system — creating documented SOPs and building genuine capability within the Client Liaison team and IT Manager roles.

The centre now runs on one connected system rather than individual memory, giving The Engine House the resilience to maintain consistent, fast member service through natural team changes — with a sharper focus on client retention and catching repeat issues early, often before they become a problem.