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
TASKS OFFSHORE TEAM COMPLETE TO GAIN PEAK GROWTH, EFFICIENCY AND SUPPORT!
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
Follow up arrears with a phone call after rent has been processed.
Processing Applications
Process applications, including following up outstanding documents ready for approval by the owner.
Reference Checking
Contact and follow up application references to ensure timely processing of applications.
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 and maintain smoke alarm, body corporate, pool safety and other registers to ensure compliance.
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
Schedule and list open home times on web portals and book people into viewing.
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
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
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
Typing up management agreements and contracts for agents ready for reviewing and sending.
Email Marketing Campaigns
Scheduling and executing newsletter campaigns for owners, tenants, buyers and sellers.
Social Media Marketing
Planning & executing Social Media paid advertising marketing campaigns and social media plans.
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.
