With over 8 industry accolades under their belt, LJ Hooker Nerang is one of the largest and most successful agencies within the Gold Coast’s western corridor.

Even if someone calls in sick, the team at LJ Hooker Nerang don't miss a beat. There's no, "I have to jump onto her computer. What's her password? How do I get in it?"

What's their secret? We sat down with New Client Manager Tina Kennedy and Property Management Head of Department Cathy Page to find out the key to managing through planned (and unplanned!) absences while still delivering award-winning customer service.

I've never seen anything like it. The system truly is working for us. It is stopping silly errors. It's giving my property managers peace of mind. They're just a lot happier. They're, you know, able to take a holiday and know that someone can jump in that seat and just continue on where they left off.

I saw Ailo as a leader in what they were doing, and then fast forward 4 years I'm just loving the system. It's exactly what I wanted. I wanted property managers to have the confidence to come into work, do their job, look at their tasks every day, tick them off, go home at night and not worry about it.

Having access to all of that in one system is amazing. I see the difference between Ailo projects and other systems. Projects I can step in at any time and have a look to see where any of my staff are at – and that's what I like.

There's no, I have to jump onto her computer. What's her password? How do I get in it? It works so well to be able to see every aspect of the business. Owners, tenants, projects, maintenance. Everything is right in front of you.

With Ailo, everything is there right in front of you. It cuts down on a lot of palaver that you don't have to do anymore, because you're entering everything into a system right in front of you.

There's no reports. There's no writing stuff. There's no filling out paperwork sitting at your keyboard. You're doing it. You can set yourself reminders for tomorrow, the next day, the next day, the next day.

Part of my role has been to do the monthly reports and track the arrears. So prior to Ailo, we would be sitting around 2-3%, which I think is phenomenal for the team. However, since being on Ailo, I would say we're less than 1% now, which is fantastic.

I have had creditors ringing and saying thank you. They're getting paid so much quicker with Ailo!

Nobody likes to ring up and be told someone will call you back. Someone will call you back. So if any owner or any tenant can ring in at any time, and we can all see what's going on with that property like we can in Ailo, that is brilliant!

I just want us to be on the tip of everyone's tongue. So if they're thinking about selling or they're thinking about renting, who are they gonna call? LJ Hooker. Because we are delivering a phenomenal service.

Total transparency for tenants and landlords. They can access their property manager via chat, which is almost immediate. Owners are now able to access their funds quite quickly. They can see the tenant paying in real time and they can draw down on those funds as soon as they're available. No other program is offering that at the moment. We want to be known as the industry leaders!