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resvu

Oct 04
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Positive client experiences help build happier communities

By blog No Comments

Better client experiences = higher revenue

 

In community management, the path to happy clients, higher revenue and a competitive advantage from the competition is through providing an exceptional service experience.

At Resvu, our focus is to build a single-platform customer service solution that revolutionises the way that community management companies service their communities.

Empowering the industry to build a better homeowner experience for everyone.

A great client experience is a tool for growth

 

When businesses focus on providing better client service experiences, they can increase their revenues by 4% to 8% compared to their competitors in the same market. So, by offering excellent client support, businesses can make more money and be more successful.

This growth isn’t just a result of superior products or services, it’s about creating promoters — loyal customers who are more likely to buy more, stay longer, and advocate for your services.

Did you know, promoters have a lifetime value that can reach 6 to 14 times that of detractors, depending on the industry.

For community management companies, boosting the service experience to convert lot owners and residents into advocates of your community. Word of mouth is a powerful tool!

Put yourself in your clients shoes

 

A great differentiator of companies that do client experience “well” is they deeply understand their customer. They’re not afraid to challenge the status quo, they’re constantly putting themselves in their clients shoes.

At Resvu, we always question how we’re doing things, and if we could be doing those things better?

Sure, our customer success team has won awards, but that doesn’t mean we are (or our processes) are perfect every time.

With every interaction we have a quick introspective look, and ask ourselves. Are there any opportunities to improve our processes?

While we’re being introspective, if we go way back. We’re talking way, way back, before Resvu was even a thing.

It was just our CEO Tom having to drive all the way across town on a 43c degree day to put up a sign printed on a piece of paper, alerting residents to the pool being out of order.

Without him thinking… “surely there must be a better way” not just for him, but also the residents of the community that were his responsibility. Resvu might not exist!

Experience leaders display deep empathy toward clients’ core needs. Listening to feedback, fixing pain points and hopefully create opportunities for “wow” moments.

A Marathon, Not a Sprint

 

Creating experiences that delight and stand out requires a long term way of thinking.

It’s about committing to continuous improvement, and knowing that it’s the daily interactions that build the service rapport. As well as being aware that trust can be lost with one misstep. So it’s important that your service level is consistently great, not just sometimes great in short bursts.

At Resvu, we understand that genuine, proactive, innovative, and collaborative approaches to service can transform community management. Our platform embodies these principles, offering tools that streamline communication, simplify processes, and enhance transparency—essentials in building trust and loyalty.

  • Streamlined Communication: Our platform cuts inbox clutter in half, facilitating seamless interactions between community managers, boards, and lot owners. This ease of communication is integral in resolving issues swiftly, ensuring every stakeholder feels heard and valued.
  • Proactive Solutions: Resvu empowers community managers with proactive communication tools, enabling them to anticipate needs and address them efficiently. This forward-thinking approach keeps communities not just satisfied but genuinely delighted.
  • Empowering Self-Service: By providing homeowners with the tools to manage everything from maintenance requests to pet applications, Resvu enhances efficiency for both managers and residents, freeing up valuable time.
  • Security: Trust is the foundation of any thriving community. Resvu prioritises data protection, giving both community managers and residents peace of mind that their information is safe and secure.

In the journey towards providing a higher standard of service, community management companies face the challenge of not just meeting but anticipating the evolving needs of their stakeholders. By partnering with Resvu, companies are equipped with the tools, security, and innovative solutions needed to elevate their service, transforming every lot owner and resident into a promoter of their community.

Start your own success story

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Mar 05
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Client Story: Tower Body Corporate

By Case Studies

Tower Body Corporate

 

Location: Gold Coast, Australia

Partnered with Resvu since: 2022

Tower Body Corporate was founded on the premise of creating the ideal body corporate management service. As lot owners in several buildings themselves, they were dissatisfied with the way things were managed.

They were tired of things like… the time it took to receive answers, complete lack of modern technology, inefficient meetings and overall poor service.

With one of Tower Body Corporate’s core beliefs being “We believe that using the right technology improves efficiency and reduces costs” Implementing Resvu was their next move towards providing outstanding service to their clients and solving the above problems.

”We’re happy because the customers are happy and that’s the main thing. They find the Resvu platform easy to use, and like the access it provides – that’s what we are after as a company.

William MarquandGeneral Manager and Senior Body Corporate Manager

Tower Body Corporate has been using the Resvu platform for two years now, we caught up with them to see how it’s going.

 

How has Resvu contributed to increased efficiency or productivity in your business?

Resvu has helped us streamline the applications we manage – lot owners can make their submissions online via the app and committees can vote for them there too.

 

What specific features or aspects of Resvu do you find most valuable?

Proactive Communication & Alerts – it’s really efficient to be able to send out a quick alert or reminder to owners who are signed up. We can contact them immediately in the case of an emergency or even if it is just to advise that the power will be out for a couple of hours.

 

Describe a moment when working with us that made you think, “Wow, this is awesome!”

We were really happy to see owners start using it as soon as the app was launched. It showed that it was what the customers wanted.

 

In what ways has our Resvu saved you time, money, or resources?

The Resvu platform has helped us move some of our processes away from the standard of emails coming in and out. It centralises our work in one place so there is less need to refer back to previous email threads, meaning we can let it do its work in the background while we focus on foreground problems.

Start your own success story

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Feb 06
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We Need to Protect our Community Managers

By blog

It’s late Friday afternoon, and Sarah, a dedicated community management professional, is about to wrap up her week. Just as she’s about to shut down her computer, the phone rings. It’s a lot owner, furious about a decision made by the committee—a decision Sarah had no control over. The call quickly escalates, harsh words are thrown, and Sarah is left to absorb the abuse, trying to de-escalate while her own stress levels soar.

Sadly this is a common occurrence in the industry. Community managers, like Sarah, navigate a minefield of emotional labor, often facing undue criticism and blatant disrespect. It’s a massive issue that needs attention.

We need to protect our Community Managers

 

It’s no secret that community managers are busy. These professionals are faced with managing complex tasks, thousands (usually millions) of invested dollars worth of assets, and the massive responsibly of looking after people’s homes. All while being expected to be a phone call away, 24 hours a day, 7 days a week.

It’s absolutely crucial that these people are well looked after, by giving them a safe place to work, not only physically but mentally.

Due to the sensitive nature of some of the topics a community manager deals with, it’s not uncommon that challenging situations arise. And with such a diverse array of stakeholders, respect is a non-negotiable when it comes to communication. Especially to your community manager, who probably has 10,000 other jobs they’re currently dealing with.

The Impact of Job Stress

 

Every job has some degree of stress and Community Managers are no different. Although there are unique pressures community managers face, including juggling multiple communities, dealing with complex legislation, and often being the middleman between conflicting parties. But then there’s also the expectation to be available round-the-clock with instant replies. The lines between work and personal life can blur, leading to extreme burnout, maybe enough burnout for them to exit the industry completely?

The industry is only growing and becoming more complex every day, attracting new talent to the industry is proving to be a challenge. So, we should be protecting these managers, to reduce the risk of even more turnover and industry exits.

Stress manifests as physical exhaustion, mental fatigue, and emotional strain, impacting health and well-being. Which nobody should have to deal with, especially from their job.

Promoting Work-Life Balance & Flexibility

 

Speaking of industry retention, job seekers are placing more emphasis on the importance of work-life balance

“Work-life balance and wellbeing have also increased in importance notably since 2015, with 53% of employees citing them as “very important” compared with 61% of today’s workforce.” (gallup, 2022)

A part of protecting our managers is providing them the freedom to do their job effectively in a way that works for them. Organisations can play a significant role by implementing flexible working arrangements, encouraging time off, and promoting a culture where work-life balance is respected.

Empowering teams with the technology to work in a way that suits them is something the high performing management companies do differently, read more about the topic on this blog post here.

The Role of Organisational Culture & Support Systems

 

Establishing support systems within the workplace, such as mentorship programs, peer support groups, or access to counselling services, can provide community managers with the resources they need to navigate workplace challenges effectively.

But it also must come from the top, with management advocating for their community managers right to expect a standard of respect from stakeholders.

A healthy work environment plays a huge role in community manager wellness. An organisational culture that values transparency, communication, and mutual respect can significantly reduce workplace stress. By creating an environment where community managers feel supported and valued, companies can encourage positive mental health, boost morale, and increase job satisfaction.

Respecting Community Managers and No Tolerance for Abuse

 

The unfair reality of the community management profession often involves dealing with verbal abuse and unreasonable demands from stakeholders. The constant barrage of negativity takes a significant emotional toll, even for the most experienced professionals. The role has a lot of emotional labor involved, and it needs to be made clear that enduring abuse should not part of the job.

Like other public facing roles, there need to be safeguards put in place to protect community managers and reframe the public perception of the role.

Clear policies protect managers and ensure a professional, supportive atmosphere. After all, a managers job is to coordinate everything and everyone required to make communities a better place to live, for everyone.

Oct 04
Love0

What are High Performing Management Companies Doing Differently?

By blog No Comments

In the fast growing and constantly changing landscape of strata, the past few years have presented unique challenges, driving the need for innovative solutions to navigate the exploding industry.

The 2023 Macquarie Bank Strata Management Benchmarking Report gives us a behind the scenes look into the way Australian Management companies are operating. Exploring the unique traits of high-performers and what they’re doing differently to drive success.

But what is a high performing business?

 

A business is considered high performing based on having strong revenue and profitably growth year-on-year. With this growth comes a better position to thrive into the future, no matter what’s in store. The citera used in the Macquarie report is:

📈

Growing revenue and profit in FY 2022 vs FY 2021

💰

Profit margin >20%

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Manage at least 1000 lots

These businesses see benefits across the board, with stronger organic growth, higher revenue per lot and a much higher retention of strata managers.

Surprisingly only 1 in 5 businesses met these criteria.

What makes a high performer, a high performer?

 

But how are they achieving these outcomes? The secrets of their success are hidden in their investments. These high performers are investing higher in areas like tech solutions, their team and business acquisition.

Higher performers are using more tech, and 75% of them are saying they will invest in the next 12 months to improve business performance.

“Higher performers invest more in technology than other businesses, enabling their staff to work remotely and collaborate more easily online.” (Macquarie Bank, 2023 Strata Management Benchmarking Report)

 

Currently, 1 in 6 Australians live in Strata

 

The growth of the industry has been massive, with it doubling in the last 20 years. And it doesn’t look like it’s slowing down any time soon.

With this exponential growth, there’s also been an alarming drop in management company profit margins in recent years. Despite an 84% increase in revenue there has been a crazy 30% decrease in profit margins since 2005.

Staffing cost increases and loss of key staff are two major profitability roadblocks. Reducing the high level of staff turnover in the industry is a massive opportunity to save on costs.

In 2022, 33% of strata managers changed employers – compared to just 14% in 2018.

Staff Turnover is a huge money drain

 

In a (nearly) post pandemic world, hybrid work arrangements and flexibility are a non negotiable when it comes to job satisfaction. This plays a huge part in staff retention, which is one of the highest profitability roadblocks.

Embracing technology can help keep your staff happier

 

The pandemic accelerated the modernisation of operations, with a significant investment in communication tools and IT infrastructure required. This investment led to improved efficiency, connectivity, and flexibility in the industry.

Giving your team access to a flexible working arrangement has so many great outcomes like Improved work-life balance, increased employee satisfaction and morale, higher retention rates, enhanced productivity, access to a wider talent pool, increased diversity and inclusion, boosted employee engagement and improved health and well-being.

Improve staff happiness and profit margins by embracing technology

 

“Technology enables strata to improve efficiency, build connectivity and offer flexibility – something that’s incredibly important in attracting and retaining top talent,” Macquarie Business Banking’s National Head of Strata, Tim MacKenzie.

Technology is key to staff flexibility, efficient workflows and customer engagement.

 

Top ways businesses are fighting staff turnover by increasing team happiness

  • Prioritising staff wellness and happiness has become a priority.
  • Collaborative and supportive business culture
  • Flexibility in their roles regarding how and where they work
  • Ensuring they have adequate tools and training
  • Recognition for contribution Remuneration in line with or ahead of market
  • Development or progression opportunities

Engaged and happy employees lead to a better client outcome.

Oct 04
Love0

One million emails saved in 2024 – our goal

By News

The community management industry has a problem – it relies too much on email.

 

Emails are overwhelming our community managers. Currently, they’re used to undertake the majority of admin work – like requests and resident enquiries. Around 80% of a managers inbox.

And how is manual email a tool that can scale with your business? spoiler alert, it’s not.

What if email was only utilised what it’s actually good for? Building relationships? Instead of everyday admin.

The industry is being weighed down by its reliance on email. Leading to problems like lack of transparency, poor customer service and work-life balance.

Resvu was founded to make the industry a better place for everyone.

Community management is often a hidden industry. It has been left behind compared to similar industries like real estate. But at the same time, the industry is growing and becoming complicated.

Resvu’s mission has always been to fix the problems in community management.

A centralised, transparent and secure platform for you & your team to manage requests. With less time spent on admin, and more time spent on growing your business.

The Resvu Platform is a game-changer that solves the industry’s email problem.

Our mission to change the industry for the better isn’t just talk, we’re working on it everyday.

With the launch of the Custom Forms feature in January of 2023, we’ve seen great adoption from our clients. They’ve told us about all the cool ways they’re using it specific to their community. As well as the library of useful templates included.

Combining automation, self-service and intuitive workflows. It has already made a massive difference in cutting down on email usage. And making as many actions as possible taken by the management company to solve a clients needs, as transparent and visible as possible.

In 2023 Resvu saved the industry…

🧘‍♀️

70,000 emails

💰

$106k dollars

⏳

1650 hours

This is the actual value of wasted admin time!

We’re just getting started. Which is why in 2024, we have set ourselves the goal of saving One Million emails.

One million emails that never had to be written, read or replied to. Taking a huge weight off the industry and helping to make it a better place for everyone involved.

We’re so confident in ourselves, that we’ve popped a counter right at the top of our website so you can keep track of the tangible change Resvu can bring to your management company.

Wish you had a little bit of extra money, time and inbox space? Get in touch today to see how we can help.

Oct 04
Love0

Resvu awarded prestigious Strata Services Business – Excellence in Service Award at Strata Community Awards for Excellence

By News

Resvu awarded prestigious Strata Services Business – Excellence in Service Award at Strata Community Awards for Excellence

 

Resvu is proud to have been awarded the prestigious ‘Strata Services Business – Excellence in Service’ award from the Strata Community Association Queensland.

We are very honored to receive this award, especially considering the high quality of the other Queensland and national brand finalists who have been serving this industry for many years at such a high standard.

Taking this award reaffirms our mission of improving the profitability and creating a far more efficient client experience in the industry.

Resvu CEO Tom Welsby accepting the award

On the evening of the awards the judges said:

“Resvu impressed the judges with their outstanding dedication, innovative solutions, and strong ties to the strata industry. With a substantial amount of lots managed both locally and overseas, they’ve proven their commitment to excellence. Their clever motivational strategies and charitable initiatives have set them apart.”

– Strata Community Association Queensland

We want to thank our amazing customers in supporting the Resvu product over the past years. We are thrilled with what the Resvu team has achieved, and even more thrilled about what we will accomplish in the next 12+ months and beyond.

Our goal is to help management companies handle more lots with fewer staff. We also aim to improve the experience for lot owners by making it more efficient, transparent, and memorable.

“I really want to put a massive thanks out to our clients in this room. You’ve really, really listened to us, we’ve listened to you, and our system is improving every day. 

“And a massive thanks to the team. There are 25 of us down in Adelaide, and some in the US now as well, and every bit of energy we have is put into our system and building it up well.”

– Resvu CEO Tom Welsby

Oct 04
Love0

CTSM Sound Body Corporate – Resvu exceeds expectations

By News

Resvu has proven to be professional and informative throughout the on boarding process and we trust that it will significantly contribute to increased efficiency and productivity in our daily operations.

We believe that the introduction of Resvu into our business will be transformative. The platform’s seamless integration and user-friendly interface will facilitate the streamlining of our customer service processes. This, in turn, will lead to a reduction in administrative overhead and a notable increase in operational efficiency.

Not only has Resvu enhanced our internal operations, but it will also leave a positive imprint on our customers’ daily lives. The convenience and accessibility of the platform will result in heightened client satisfaction. Clients will appreciate the ease with which they can access information, lodge a work order, and obtain application forms at their convenience. We believe that in time, our client engagement will improve, fostering a more positive relationship with our clientele.

In terms of exceeding expectations, Resvu has certainly risen above our initial anticipations. When we first signed on with the platform, we expected a degree of efficiency improvement, but the extent to which it will positively impact our business operations has truly surpassed our projections.

The time and cost savings are beyond what we initially envisioned, reaffirming our belief in the platform.

There was a defining moment when we were genuinely wowed by the possibilities of the Resvu product. This moment came when we saw that our communities will see real benefit by being able to easily communicate with each other book or reserve facilities at the property and easily lodge an application for improvements or pet approval.

When it comes to community management and customer service, our residents expect nothing short of efficiency, transparency, and seamless interaction. Resvu has emerged as an instrumental tool in Body Corporate Management in meeting these expectations. We believe that its impact on our daily operations and customer satisfaction is exciting.

In conclusion, we believe that Resvu will prove to be an indispensable asset, revolutionising the way we manage and interact with our clients. The platform’s efficiency enhancements, valuable features, and overall positive impact will solidify its place as a cornerstone of our business operations. We are grateful for the consistent support and continuous innovation that the Resvu team provides.

Oct 04
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Strata Living – How Resvu Revolutionised their Strata Management

By News

I can’t speak highly enough about the outstanding technology solutions provided by Resvu in our strata and body corporate industry. The mobile app and the Resvu software are easily the best I’ve seen in Australia.

 

It’s easy to follow, intuitive, and efficient. From the moment we engaged their services, their team demonstrated unparalleled professionalism, expertise, and efficiency in handling our property’s strata needs.

The Resvu app and software have streamlined communication between residents, committee members, and service providers.

This has significantly improved the overall transparency and coordination within our community.

Their app portal makes it incredibly convenient for residents to access important information, submit requests, and stay updated on important announcements and ongoing requests.

What also truly sets Resvu apart is its commitment to addressing issues promptly. Their responsive customer support ensures that concerns are resolved in a timely manner, fostering a sense of trust and satisfaction among all stakeholders.

Thanks to their meticulous back-end management portal, we’ve witnessed a noticeable enhancement in our maintenance management strategies. All communications and updates with our maintenance affiliation are streamlined.

All managers can now see live updates on all maintenance tasks without having to go through lengthy email and chat correspondence from multiple sources.

Also, the seamless integration with StrataMax, a widely-used and comprehensive strata management software, is a great plus!

In summary, Resvu has revolutionised our strata management experience through its tech-driven approach, exceptional customer service, and dedication to fostering a better community management solution.

If you’re looking for a tech company that goes above and beyond for your strata management needs, look no further! Kudos to the entire team at Resvu for their outstanding efforts. Keep up the fantastic work!

 

Alastair M
Managing Director, StrataLiving

Feb 07
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Stratacare – Their first year with Resvu

By Case Studies

Over the past year, we’ve incorporated Resvu into our operations. At the outset, we initially introduced the app exclusively to clients managed by our Gold Coast branch.

We wanted to understand how well our clients would adapt to this new platform. The feedback and results were overwhelmingly positive. Encouraged by this success, we decided to implement the Resvu platform to all schemes under our management.

This integration of Resvu into our operations has proven to be a game-changer. Not only has it become an integral part of our daily operations, but it has also significantly optimised our workflow. Its intuitive design and powerful features simplify tasks, making the entire process more streamlined and efficient.

The ease with which our team and clients have been able to adapt to Resvu underscores its user-friendly interface and the efficacy of its functionality.

 

Sarah P, Branch Manager of Stratacare Gold Coast.

Oct 04
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What Is a Strata Committee Member?

By News

What is a Strata Committee Member?

As a member of the Strata Committee, you have to make decisions for the owners’ corporation about managing and maintaining the strata scheme. Here are some of the key tasks and responsibilities you may have as a Strata Committee member:

  1. You must attend meetings for the Strata Committee. These meetings are for discussing issues and making decisions on behalf of the owners’ corporation. It is important to review the agenda and supporting documents before the meeting so that you can contribute effectively.
  2. To manage the strata scheme, review and approve decisions on repairs, maintenance, and improvements. It is important to act in the best interests of the owners’ corporation and to make decisions that are fair and equitable.
  3. Your job is to manage the strata scheme’s money, like budgeting, collecting levies, and using funds correctly.
  4. Stay in touch with owners by regularly updating them on decisions and developments related to the strata scheme.
  5. You may need to handle conflicts between owners or between owners and third parties. It is important to handle disputes in a fair and professional manner.

Overall, as a Strata Committee member, you play a critical role in managing and maintaining the strata scheme on behalf of all owners.

Always be proactive and communicate well while acting in the best interests of the owners’ corporation. For more information, visit: https://www.nsw.gov.au/housing-and-construction/strata/serving-on-a-committee

While this is a focus for NSW, it can still help provide a basic understanding of what needs to be done.