With 50 property managers on the team, Ray White Canberra operates one of the largest property management businesses in the region. Managing a substantial rental portfolio requires efficiency, consistency, and a high level of customer service. But as customer expectations evolved, the agency’s legacy systems became a barrier rather than a benefit.

Lisa Hyland, CEO of Property Management at Ray White Canberra, shares how streamlining operations with Ailo has empowered her team, enhanced customer experience, and driven sustainable growth.

“Over the past few years, we’ve been focusing on enhancing the customer journey—improving the experience for landlords, tenants, and our internal team,” Lisa said.

“Our goal was to provide a holistic service experience that ensures consistency, efficiency, and better engagement across the board.”

While legacy systems served their purpose for many years, they introduced inefficiencies that created unnecessary stress for both the team and their clients.

“Our team had to navigate between different platforms, leading to time-consuming processes, fragmented communication, and added stress. This made it harder to provide the seamless, high-quality service we envisioned for our clients.”

Another challenge was the evolving nature of property management itself. Investors and tenants now expect a relationship-driven experience, not just transactional interactions.

"The complexity made it difficult to ensure everything was completed efficiently and transparently, which sometimes led to service gaps or delays," she said.

When evaluating alternatives, Lisa and her team were drawn to Ailo’s ability to consolidate and streamline operations into a single platform.

“Ailo streamlined everything into one central system, reducing the need for multiple platforms and manual processes. One of the standout features has been Ailo’s project management tools, which provide a structured, step-by-step workflow for our team,” she said.

Previously, property managers relied on paper checklists or memory to track critical tasks. With Ailo, workflows are automated and structured, ensuring nothing gets overlooked.

“Now, everything is built into Ailo—they simply follow the workflow, ensuring nothing gets missed," she said.

"Ailo has significantly reduced stress and improved efficiency, allowing our team to focus more on delivering a great experience rather than worrying about whether tasks have been completed.”

Beyond simplifying daily operations, Ailo has also given leadership clearer oversight.

For Lisa, one of the most profound shifts has been in team confidence.

“One of the biggest changes we’ve noticed is that our team feels more empowered and confident in their ability to deliver on promises made to clients.”

In the past, property managers secure new business, only to struggle with the reality of disjointed systems. Now, they have the backing of a platform that allows them to follow through.

“With Ailo, they can confidently say, ‘This is how we operate, and this is what you can expect.’ The system provides the structure and visibility they need to follow through, which in turn builds trust with clients and strengthens relationships.”

This confidence has also translated into improved work-life balance.

“Property management is a demanding job, and it’s essential that our team feels supported," she said.

From a leadership perspective, the impact of Ailo has been significant.

Lisa also emphasised that while technology is crucial, property management remains a relationship-driven industry.

“Ailo complements our leadership approach, which prioritises both operational efficiency and strong team relationships. While technology is important, we know that property management will always be about relationships," she said.

"Ailo enhances our ability to deliver on that by freeing up time for our team to focus on client engagement rather than admin tasks."

A structured approach to change management was another key factor in the transition.

"Ailo provided clear communication strategies, helping us guide our clients through the change smoothly.”

Having transparent, structured communication with landlords and tenants minimised disruption and ensured a smooth transition.

Beyond operational improvements, Ailo has strengthened Ray White Canberra’s market position.

Today’s landlords expect instant access to information, and Ailo delivers.

“Whether they want to check rental payments, maintenance requests, or lease details, they can log in anytime, from anywhere. This level of transparency builds trust, making it easier to attract new clients and retain existing ones.”

The transition has also enabled the business to scale sustainably.

Lisa is clear about the long-term benefits of this transformation.

“With Ailo, we feel excited and confident about the future. The transition has been transformational, and our team has embraced the system because they see the real, tangible benefits in their daily work.”

For Ray White Canberra, the impact goes beyond efficiency—it’s about delivering an experience that landlords, tenants, and property managers genuinely value.

“Ailo isn’t just a system—it’s a strategic shift that enables us to grow, attract more clients, and retain them for longer. By giving our team the tools to deliver on their promises, we’re setting a new benchmark for property management.”

And, as Lisa puts it, this is just the beginning.