Powered by MOMENTUM MEDIA
realestatebusiness logo

Breaking news and updates daily. Subscribe to our Newsletter!

Home of the REB Top 100 Agents
Breaking news and updates daily. Subscribe to our newsletter

Website Notifications

Get notifications in real-time for staying up to date with content that matters to you.

Software switch decision sets Marshall White for a bright future

By Paula Matlock
17 January 2020 | 1 minute read
Paula Matlock

Marshall White took the decisive step to switch property management platforms late in 2019 to support rent roll growth and improve the client experience — helping to position the business for accelerated growth, writes its director of property management, Paula Matlock.

After 20 years building our property management business under one dedicated software platform, we took the bold step to switch and introduce the cutting-edge app Managed App.

It was a rigorous process for us, but strategically aligned to shaping Marshall White’s future. We assessed a number of cloud-based platforms and determined Managed was the best fit. 

Advertisement
Advertisement

We had a clear objective to develop a smart tech architecture in our organisation to support internal processes and enable the property management team to spend more time on customer-facing activities.

I have always been of the opinion that we are a people business and technology should aid and assist, not replace our customer service.

Managed App offers Australia’s first automated payment gateway, which dramatically reduces the administrative tasks that dominate the property management team’s daily workload. This was directly aligned with our strategy.

Our end plan is for property managers to have fewer administrative tasks dragging them down, liberating them to be proactive rather than reactive — and ensuring our customers have the best experience we can deliver.

Our property managers’ administrative workflows have now become a lot more automated, processes are more streamlined and communication with clients is becoming easier. 

The benefits will be experienced across the board with property managers, owners and tenants all using the app. 

Owners and tenants can gain to access all information relating to their property or tenancy, and enjoy faster and more transparent payments and better communication regarding maintenance.

Introducing new tech can be disruptive, which is one of the reasons many agencies continue working with outdated technology. We were once one of those agencies.

The transition to Managed App has been smoother than anticipated and the benefits far outweigh the short-term inconvenience in a migration of software platforms.

While owners now have access to a host of new features, many investors are simply satisfied with money just appearing in their account and don’t necessarily want or need all the new information. 

Being customer-orientated, we’re shaping how we can leverage Managed App to accommodate. 

With type of clients in mind, Marshall White has aimed to replicate the current set-up for how we have provided them with information until our transition to Managed App, and we will slowly introduce the features if and when individual clients want to use them — and their experience and interactions with their property manager do not have to change.

We have now trained the property managers to sell the benefits to an owner and tenant, with new clients being very receptive.

Taking the initiative to advance digital processes has increased our ability to offer valuable customer experiences and maintain our position as an industry leader — something we’re very focused on.

By Paula Matlock, Marshall White property management director

Software switch decision sets Marshall White for a bright future
Paula Matlock reb
lawyersweekly logo

Tags:

ABOUT THE AUTHOR


Rankings
rankings
JUST RELEASED
May 09, 2022

REB Top 50 Women in Real Estate 2022

REB is thrilled to present the Top 50 Women in Real Estate 2022 ranking, which sets t ... LEARN MORE

rankings
JUST RELEASED
May 04, 2022

REB Top 100 Agents 2022

Now in its second decade, the REB Top 100 Agents 2022 rankings are the most revered s ... LEARN MORE

rankings
JUST RELEASED
May 02, 2022

REB Top 50 Agents NSW 2022

Even a pandemic has not put the brakes on the unstoppable property market in NSW, whi ... LEARN MORE

rankings
JUST RELEASED
April 27, 2022

REB Top 50 Agents VIC 2022

The COVID-19 crisis has not deterred the property market in Victoria, which has been ... LEARN MORE

rankings
JUST RELEASED
April 25, 2022

REB Top 50 Agents QLD 2022

As the property market continues to roar in Brisbane and Queensland, the REB Top 50 A ... LEARN MORE

Coming up

rankings rankings
Do you have an industry update?

top suburbs

12 month growth
Mirador
103.33%
Bawley Point
98.13%
Walla Walla
90.7%
Byron Bay
86.67%
Kiama Heights
85.93%
Greta
84.14%
Nulkaba
81%
South Hobart
78.78%
Diddillibah
76.25%
Lennox Head
73.98%
SEE AREA REPORTS ON SMART PROPERTY INVESTMENT WEBSITE
Subscribe to Newsletter

Ensure you never miss an issue of the Real Estate Business Bulletin.
Enter your email to receive the latest real estate advice and tools to help you sell.