Seeking a solution to help manage high volume maintenance requests with complete transparency between teams and trades

Little Real Estate manages over 25,000 properties across Australia and is working to redefine the property landscape to ensure their customers receive unparalleled service from experienced real estate agents who help build a rewarding property portfolio. Given the nature of its business, Little Real Estate was already aware of the importance of client service and delivery and were really looking to enhance and enrich that service.

"We were managing high volumes of maintenance requests from tenants across Australia and using several different platforms and tools when it came to property maintenance workflows, but they didn't link up together. There was a clear lack of visibility across teams and things could easily get lost," says Greg Banks, National Customer Care Manager at Little Real Estate.

An advanced property maintenance solution that could automate the workflow seemed like the best way forward for us to continue delivering real and rewarding service, and Little Real Estate took the plunge and decided on proptech startup, Bricks + Agent.

"Bricks + Agent was ultimately the right choice because it offered the best combination of features and transparency that we needed. Its ease of use and design make facilitating maintenance extremely easy. It was also possible to quickly import our existing databases to the platform which meant the property management teams would have all their client and trade professionals data accessible from the platform and be able to communicate directly from the platform to all parties without having to change programs".

Little Real Estate signed up with Bricks + Agent in 2018.

Sharing information, knowledge and keeping customers satisfied

Little Real Estate started seeing the results with Bricks + Agent only a few months in, after teams were trained and confident in the using the solution. Team productivity has improved, important information is secured in the event of property managers exiting the business and are delivering exceptional client service to tenants, landlords and trade professionals.

"Push notifications have completely improved individual and team efficiencies, When a job is posted by a tenant we are instantly notified and if a manager isn't in the office they are still actioning tasks from their mobiles. Also, we are seeing better engagement with our trades. By having the ability to communicate directly with them through the app and send reminders to book in jobs when they haven’t contacted the tenant has been a real game changer for us," says Mark Haigh, Property Manager at Little Real Estate.  

"The speed at which property managers receive a tenants email to the time the job is sent and the trade has contacted the tenant is second to none. Previously, this could have taken a property manager five steps in a workflow to complete across various programs. It's these types of time-saving features that make Bricks + Agent valuable to busy agencies.

These value-drivers were exactly what Little Real Estate needed, which ultimately led them to being the first key real estate agency to partner with Bricks + Agent in Australia. After receiving their first maintenance request to Bricks + Agent in September 2018, they have been able to complete thousands of maintenance and repairs jobs for tenants and landlords and put more focus into growing rent rolls.

‍