A long-established business ready for modernisation
Hacking & Paterson has operated for over a century and today manages thousands of properties across Scotland within an increasingly regulated and complex environment.
Historically, the business operated on terminal-based and DOS systems that had been in place for decades.
“We had used DOS for 25 years,” explains Chris Graham, IT Director. “There were so many things we wanted to do to advance the business.”
As expectations increased and processes became more demanding, it became clear that legacy systems were limiting operational efficiency.
The system functioned but it no longer supported where the business needed to go next.
Addressing migration concerns head-on
Modernising core systems is never taken lightly, particularly when thousands of live accounts and active billing cycles are involved.
“The migration of data was our biggest concern. How would staff react? Would it be disruptive?”
Rather than delaying until operational pressure became unmanageable, the leadership team chose to act while still in control.
Migration was approached as a structured operational programme involving careful validation of balances, phased data handling, staff preparation, and continuous oversight.
“We thought it might be overwhelming at first, but it proved to be very positive for the firm.”
The transition was completed in a controlled way, without compromising day-to-day service delivery.
From manual workload to automation at scale
Once embedded, the operational impact was significant.
Processes that previously required thousands of manual entries now complete in minutes.
“Direct charges used to involve typing around 3,000 entries. Now the same task takes minutes.”
Automation now supports:
- Recurring charge processing
- Data imports
- Automated invoicing
- Credit control workflows
- Integrated communications
Manual handling reduced. Accuracy improved. Reporting strengthened.
For a firm managing thousands of properties, this delivered not just efficiency, but resilience and scalability.
Proptimo has been our trusted technology partner for over a decade. Their commitment to innovation and customer-focused development has transformed how we operate, delivering streamlined processes, improved transparency, and enhanced customer experience.David Doran, Managing Director & Chair of TPI Scotland - Hacking & Paterson
Stronger financial oversight and digital engagement
Centralised digital records replaced fragmented processes and paper dependency.
Information is accessible instantly. Billing and reporting are clearer. Compliance controls are embedded within workflows.
Digital portals enhanced transparency and communication with customers, while internal teams gained greater operational visibility.
“Everything is there, accessible when we need it.”
The result is a business that operates with greater confidence and reduced operational risk.
Long-term partnership, not just implementation
Technology implementation was the beginning of an ongoing collaboration.
Over more than a decade, Proptimo has continued to evolve alongside Hacking & Paterson’s growth through regular engagement, product enhancements, and ongoing staff training.
As Managing Director David Doran, Chair of TPI Scotland, explains:
“Proptimo has been our trusted technology partner for over a decade. Their commitment to innovation and customer-focused development has transformed how we operate, delivering streamlined processes, improved transparency, and enhanced customer experience.”
The platform has scaled with the business, supporting continued growth without introducing instability.
Exploring your own transition?
System modernisation is rarely simple. But maintaining legacy tools that limit scalability introduces its own long-term risk.
If manual workload is rising or growth is stretching your current platform, it may be time to explore a structured, supported migration.
Book a call to see how Proptimo manages phased transitions without disrupting live operations.
