In the fast-paced world of property management, efficiency is everything.

So when teams are juggling multiple systems, it can create unnecessary complexity that impacts internal operations and the customer experience.

Gerard Northey, General Manager of Growth - Property Management at Ray White Canberra, knows this challenge firsthand.

Leading growth for a team of 50 property management professionals, he has seen how inefficiencies caused by fragmented systems can lead to frustration for teams and clients.

"If someone is away, they might not know where critical information is stored," he said. "It could be in an email, a note in a legacy system, or elsewhere, making it easy for things to slip through the cracks."

This lack of centralised information creates confusion, slows down response times, and can lead to costly mistakes. "An owner might say, 'I only want to deal with a certain person,' but the information they need isn’t accessible to others on the team. That’s when things start to break down," he said.

"A lot of property managers already feel overwhelmed. The industry turnover rate is about 18 months for a reason," Gerard said.

When property managers are stretched too thin across multiple legacy software systems, renters and property investors notice.

"If they’re juggling multiple systems, things get missed, and clients start feeling like they aren’t a priority. Even if things are being managed well, it can still seem chaotic from the customer’s perspective."

Gerard’s team made the switch to a single, integrated system—one designed to streamline workflows and enhance transparency. "Now, when we’re onboarding new clients, we’re not just telling them how good we are—we’re showing them how our system benefits them," he said.

A prime example? "If a landlord is overseas and has a question in the middle of the night, they can log in and find everything they need without waiting for someone to respond. If they’re worried about a tenant paying rent, they can check it themselves in real-time. That kind of accessibility makes a huge difference."

With a seamless system in place, Gerard’s team isn’t just operating more efficiently—they’re delivering a level of service that sets them apart.

"Now we can give our team confidence that what they’re promising will actually be delivered," he said. "It’s no longer about just having great people; it’s about equipping them with the right tools to succeed."

By eliminating system complexity, Gerard’s team has been able to focus on what matters most: delivering a standout customer experience that drives long-term business success.