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Property Managers, Brianna and Christina from Rentwest Solutions Share Their Hands On Experience With Outsourcing…

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Quick Access To The Case Study Questions

Brianna Merendino Office Administrator

Brianna plays a vital role in both the Rentwest and Custom Financial Solutions teams. She has a range of responsibilities from trust accountancy to banking activities, administrative support and dealing with all IT for the company.

As a registered property manager Brianna is always eager to help the property management team. She is exceptionally organised and enthusiastic about all aspects of her job.

Krystina Greif Assistant Property Manager

Christina joined the Rentwest team after spending almost a decade in customer service.

In January 2014 she made the switch to Property Management. As an Assistant Property Manager, Christina works closely with several property managers in the day-to-day running of their portfolios.

She attends home opens, oversees rent inspections and carries out vacates and initial property condition reports, working with both clients and tenants.

27 Seconds

How Long Have You Worked In The Industry?

Brianna – I’ve been in the industry for 8 years

Christina – I’ve been in the industry for 3 years

Eva – Have you been working with Rent West the whole time?

Brianna – Yes

Eva – And how long has Rent West been in business?

Brianna – 9 years now

27 Seconds

How Has Outsourcing Impacted Your Industry?

Brianna – It’s really increased the service that we give to our clients. Our girls in the Philippines are doing the admin work and it means our property managers have more time to spend with clients out on the road.

Eva – So less admin and more face to face work, which would have increased the level of customer service you provide?

Brianna – Yes, exactly

29 Seconds

How Do You Find Working With An Offshore Team?

Brianna – There were a few challenges to start with around the language barriers and we’d never done it before. But now we use Zoom and Skye and it’s fantastic

Eva – This makes the communication easy once you understand the systems

26 Seconds

Did You Have Any Fears Around Outsourcing?

Eva – Now you actually work in the business and you don’t own the business. Do you feel as you are a part of the actual admin team that you had any fears around brining in offshore team into the business?

Brianna – Yeah definitely a lot of people would have fears as it’s something new and we’d never done it before. Now everyone loves it and thinks it’s fantastic

31 Seconds

Has Outsourcing Affected Any Jobs In Australia?

Eva – One of the biggest fears is outsourcing will take jobs away for staff in Australia. Has that actually happened in your business?

Brianna – Not at all, it’s just increased the level of service we give to our clients.

Eva – Out of curiosity, how many team members do you have in Australia?

Brianna – 25ish

52 Seconds

How Do You Find Working With Australian Clients?

Melissa – At first I was worried due to the Language and Cultural differences, but once we overcame these I really love working with Rent West as they consider us as part of the team not just some offshore person doing some admin

Eva – So you feel like part of the family

Everybody – Yes

Melissa – We feel very honoured working for rent west

Eva – Do you just communicate with one or two people in the business or do you communicate with a larger group of people?

Gretchen – Our direct contact is with Brianna and Christina. Some of the other PM’s are there if you ever have questions in regards to the tasks that have been assigned to us. For this I can email. Through Skype and Zoom we have contact with just Brianna and Christina

18 Seconds

What Type Of Tasks Do You Perform For Your Client?

Melissa and Gretchen – We send emails to book things like routine inspections, SMS reminders when their rent is in arrears and many other tasks

1 Minute

What Areas Do You Find Challenging In Your Role?

Gretchen – For me at first it was very challenging drawing up a new lease thinking what if I get it wrong, having to calculate the lease start dates. Because after we draw up a new lease we directly email it to a tenant.

Eva – So you’re nervous to make sure you don’t make any mistakes?

Gretchen – Perhaps some. Brianna is so understanding

Eva – So with a little bit of training you understand what you’re doing now?

Brianna – They do an amazing job

Eva – So of the other reasons you’ve come to visit your team in the Philippines is to take them to the next level and show them even more tasks they can complete. How is that coming along?

Brianna – Yeah it’s great, they’re fantastic. We’ve only had to show them a couple of times and they’ve picked it up straight away.

32 Seconds

Any Advice For Other PM’s Considering Outsourcing?

Brianna – I’d say give it a go definitely, it’s improved our business

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TASKS OFFSHORE TEAM COMPLETE TO GAIN PEAK GROWTH, EFFICIENCY AND SUPPORT!

Lease Renewals

Lease Renewals

Populate lease renewal documents including special terms from PM software ensuring correct additional documents are current and ready for delivery to your tenants.

Arrears Calls

Arrears Calls

Follow up arrears with a phone call after rent has been processed.

Processing Applications

Processing Applications

Process applications, including following up outstanding documents ready for approval by the owner.

Reference Checking

Reference Checking

Contact and follow up application references to ensure timely processing of applications.

Inspection Scheduling and Follow Up

Inspection Scheduling and Follow Up

Schedule inspection runs, email entry notices and follow up with reminder call or message prior to inspections to ensure agency time is not wasted

Monitor Compliance Registers

Monitor Compliance Registers

Monitor and maintain smoke alarm, body corporate, pool safety and other registers to ensure compliance.

Maintenance Follow Up

Maintenance Follow Up

Follow up outstanding maintenance and invoices with contractors to ensure that maintenance is completed in a timely manner and entry notices are issued if required for contractors to attend properties.

Booking Open Homes

Booking Open Homes

Schedule and list open home times on web portals and book people into viewing.

Welcome Packs & Local Area Information Packs

Welcome Packs and Local Area Information Packs

Compiling of local information sheets for tenants, buyers and sellers to ensure that you are front of mind during the stressful move process.

Past Client Marketing and Client Satisfaction Surveys

Past Client Marketing and Client Satisfaction Surveys

Ensuring that past buyers, seller, tenants and owners are not forgotten by maintaining contact with them by email or phone.

Data Entry and CRM Maintenance

Data Entry and CRM Maintenance

Filing documents electronically and ensuring that all data is synchronized between the real estate CRM software, trust accounting software and other software platforms that are used. Maintaining the agency CRM to ensure it accurately reflect the current position of the business.

Sales and Rental Agreements

Sales and Rental Agreements

Typing up management agreements and contracts for agents ready for reviewing and sending.

Email Marketing Campaigns

Email Marketing Campaigns

Scheduling and executing newsletter campaigns for owners, tenants, buyers and sellers.

Social Media Marketing

Social Media Marketing

Planning & executing Social Media paid advertising marketing campaigns and social media plans.

Cross Selling Value Added Services

Cross Selling Value Added Services

Contacting clients of your business to upsell value added services i.e. tax depreciation, mortgage broking, insurance, home maintenance service etc.

SOFTWARE OFFSHORE TEAM USE DAILY

 

InspectRealEstate"

PropertyMe"

Console

RestProfessional

PropertyTree

MyDesktop

RealWorks

PropertyBase

iAgree

HarcourtsOne

PriceFinder

RPData

Skype

Zoom

Office

ADLSoftware

Trello

Rex

Photoshop

RestConnect

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FREE CONSULTATION

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WHO WE WORK WITH

 

Taylors

Rentwest

RentalResults

RayWhite

Professionals

PMGroup

OneAgency

NSRE

Melbourne

LJHooker

LivingHere

KGHurst

IRE

Guardian

Harcourts

Arrive

OTHER HAPPY CLIENTS

Bite the bullet and give it a go. It’s been an incredibly valuable addition to our business. We’ve taken steps forward, we’ve only been doing it for a few months and I’ve already seen significant change to our business.

I’d just like to thank you guys for what you’ve done for us as it’s been really, really helpful.

Damien MissoProfessionals Woody Point

Outsourcing has changed our office, it’s changed how I run my business. I have time to work on my business, instead of in my business. My local staff now have time to concentrate on inspecting properties, instead of completing mundane tasks like Lease Renewals and Rental Arrears. They don’t have to worry about as it’s all taken care of.

If there is anyone that is looking at outsourcing to contact Affordable Staff as they have made it so easy and I cannot recommend them enough.

Stacey JacksonHarcourts Coomera

I can’t recommend Affordable Staff highly enough as my team are fully supported. The pressure is taken off where we can now have lunch every day and actually leave on time every afternoon.

Lauren Robinson Rental Results

We have operated with a remote team assisting our property management processes over a year now. Our experience with Affordable Staff has been fantastic.

The way they recruit and then induct the team is second to none. I can say this because we have had experience with another company. They are easy to deal with and upskill the girls on the programs before they start working with you.

Their understanding of the industry is great and they are all very easy to deal with. If you are considering hiring a remote team, Affordable Staff are the people you should be talking with.

Michelle Rigg - General ManagerRent West

Affordable Staff have been brilliant for our business. Through their staff selection and training of those staff specifically for our needs, we now have highly skilled, outsourced staff helping us with a range of functions including marketing, SEO, data mining, administration, and reception. They have helped increase our human resource skill base significantly while reducing our costs. It doesn’t get better than that in business!!!

I would recommend Affordable Staff to anyone needing a reliable and cost effective outsource solution.

Dr Steve FrancisFrontStream Asia Pacific

I’m happy to talk to you about how it’s assisted us, and how we’re able to trust David and his team, and we’ve got other mutual clients that you could talk to as well.

I’ve had a long term relationship with Affordable Staff as a client and Trust them strongly.

Andrew ReeceInspect Real Estate

After more thank 12 months of procrastinating and Damien holding my hand and guiding me though the entire process,

I am so excited to have taking on my first VA. I was very reluctant and didn’t really have the time for change and training, but it was far easier than I thought.

After just a month… I now could not work without Ely. This has literally saved me $1000’s (in just a short period of time) for our graphic design work alone.

Debbie PalmerPPM Group

I chose to work with your company as I already knew who I was dealing with and we worked together to find a solution for me.

I felt supported and I was confident that my concerns and needs were acknowledged and responded to.

Laura SillanoPOD Financial

Having a VA has allowed me to focus on growing my business. Outsourcing has allowed me to focus on my business.

Karen NgRoger Ng & Co Business Accountants

Quite honestly, the biggest feature for me is the foundation in how Affordable Staff works. There is a strong focus on support and development of the team. For anyone looking at outsourcing I encourage you to give it a go. From first hand experience it has all of the positives and none of the negatives.

Keith MarshallAustralian Mortgage and Financial Advisors

Growth is everywhere you look at the new Renowned Furniture. We have added a new French polisher whose background harks from the Melbourne, Toorak elite where fine furniture and antique restoration are of a very high quality and we’ve also added a new joiner to assist with all the day to day joinery.

Our turnover here at Renowned has increased by more than double in the past 12 months! At a time when so many businesses in general are saying that they are quiet and so many businesses in our particular industry are downsizing or closing!

Dan ValmadreRenowned Furniture

Once I learned details of your business model and your structure there was an automatic TRUST and it wasn’t a difficult decision to use Affordable Staff once we’d completed our own Due Diligence of your business. It’s a good feeling to be able to pick up the phone, talk to someone locally which gives you an ultimate sense of confidence.

David CoglaniCapital Business Finance
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