PPM 2025: From legacy systems to leading performance - how two agencies transformed their businesses

Transformation in property management is no longer optional: it’s the difference between businesses that thrive and those that stall.

At the 2025 PPM Conference, two industry leaders, Claire Wells (Belle Property Greater Springfield) and Jessica Jensen (Raine & Horne Noosa Hinterland), shared how ditching their legacy systems led them to rethink their strategy, leadership, and provided them with resilience to stay ahead.

Rather than talking tech or features, both leaders opened up about the mindset shifts and cultural changes that drive real transformation inside their businesses, from building “attraction businesses” that people want to work in, to empowering teams to leave legacy systems behind with confidence.

Their stories offered a blueprint for property managers everywhere: practical, people-first strategies for navigating growth, change, and the pressures of an evolving industry.

Claire kicked off with a powerful insight: "I think you've got to be an attraction business. It's about creating not only the right culture, but an environment where stress levels are low, where people can take time off and be able to come back confidently."

The key? Robust systems that don't depend on individuals.

Both speakers emphasised how Ailo's project-based approach creates consistency regardless of who's handling the work.

This systematic approach proved its worth when Jessica shared she was taking five weeks off to visit Denmark...

The conversation turned to client expectations and proving value. Jessica shared impressive metrics, only measurable through Ailo:

Claire's team has become even more demanding of themselves: "Last week we're at 47 minutes which was up from 20 minutes before. We were all outraged. Even though we feel calmer and more in control, we no longer see 47 minutes response time as being acceptable."

"Having that Ailo data in real time in front of you - we can all make promises, but if you've literally got 'this is what it looks like here in real time' - that's powerful," said Claire.

Despite all the systematic efficiency, both speakers stressed that technology should enhance, not replace, human relationships.

Claire summed it up perfectly: "Property investors and tenants do not build relationships with an email address, they build relationships with a human. When things go wrong (and they will!) you will only be forgiven if you exist to them as a human being."

The challenge? "How we take the technology and AI and let it do 60% or 70% of the work and then make sure that what we're delivering on top of that is in line with the brand we are operating."

"The mental freedom of knowing what your actual to-do list is, means you can know exactly how much attention is needed on the system versus how much is needed out in the field," said Claire.

What struck us most wasn't just the impressive metrics or smooth processes, it was hearing how technology had given these property managers something precious: time and mental freedom to focus on what they do best - delivering exceptional customer service.

Want to learn more about how Ailo can transform your property management business? Get in touch with our team to see the platform in action.