In today's competitive market, exceptional customer experience is a key driver of business growth. Studies show that companies prioritising customer experience can achieve revenue growth rates above their industry average.

For Emily-Jane Ettritch, Customer Service Manager at LJ Hooker Nerang, moving to the Ailo platform to improve their level of customer service was an essential part of the business’ growth strategy.

Having worked in real estate for over 17 years in roles ranging from property management to accounting and customer service, she recognises the importance of delivering exceptional service.

With the Ailo platform, Emily Jane and her team have scaled operations without sacrificing service quality. Here’s how:

From an operational standpoint, property managers spend their day juggling multiple tasks that all demand their attention at the same time.

“Ailo eliminates a lot of those struggles through better systems and automations,” she said.

To begin, the Ailo platform automatically handles the bulk of payments and accounting, so her team now spends less time on the books and more time delighting customers. And with projects and inspections, she can streamline workflows with automations or completely eliminate some tasks. Now, her team can manage larger portfolios without the stress.

For many landlords, managing cash flow is one of the biggest challenges in property investment. So why should they have to wait until the end of month to access their rental income?

The Ailo platform allowed Emily Jane to introduce a level of flexibility when it came to cash flow that empowered her investors.

Read more: What it means for your property manager to be on Ailo | investors

Property managers use Ailo to manage rental payments and bills, keep homes safe and comfortable, and ensure renters are always kept in the loop. But they also use it to give more transparency and control back to renters.

“If I look at one of my tenants, for example, he loves the Ailo platform because before, he didn’t have that visibility. And he’s all about chat!” she said.

In-app messaging in the Ailo app makes it easy for property managers to deliver high frequency, quick and personalised interactions with customers. And live ledgers show renters how much they owe and when. This improved transparency fosters trust and eliminates confusion around payments, ultimately strengthening relationships between renters and property managers.

Watch how the Ailo platform was designed to help property managers give renters a better experience 👇

One thing that Emily Jane loved about Ailo when she first saw it, was that it was designed to be intuitive and user-friendly– as easy to use as Facebook.

“With Ailo, it allows us to elevate the customer experience not only for our external customers, but also the internal customers which are our property management team, administration staff, and also management,” she said.

"So whether you're an investor, tenant, business owner, or an admin sitting on the front desk directing traffic from phone calls, it’s very easy to navigate,” she said.

On the Ailo platform, some things can feel a little different at first. You barely do any accounting, arrears or admin, everyone has more transparency into what’s going on, and your investors and renters have more choices.

Emily said bringing the team along the journey was critical.

"The reason to move to Ailo for us was not only to create better experiences for our clients, but we also wanted to increase the amount of properties we can each manage," she said.

“Ailo definitely helps us do that—the streamlined procedures, everything, the help has been fantastic."