Quick Wins: How LJ Hooker Strata ACT reduced inbox chaos and provides client service excellence.
-
Email volume significantly reduced across all sites
-
Trackable workflows ensure nothing slips through the cracks
-
Transparent committee updates improve trust and engagement
-
Managers feel more supported and less reactive
-
Service guarantee delivered — and tracked — through resvu
-
resvu now fully rolled out as the team’s operational standard
What challenges did LJ Hooker Strata ACT face before using resvu?
Strata management is complex and for LJ Hooker Strata ACT, growth meant growing pains. Their team was under pressure to stay responsive, deliver great service, and manage high workloads across a busy portfolio.
But like many strata firms, their systems hadn’t kept up. Most communication lived in inboxes. Tasks were tracked through memory or spreadsheets. Managers were doing their best, but there wasn’t a reliable way to see what was on foot, what had been missed, or who was responsible.
“The biggest challenge was heavy reliance on email. The problem with that is as a business we had no idea what our staff were and weren’t doing to an extent.”
— Tim Maly, CEO & Managing Director
“When there were potential complaints escalated to me and my other senior staff and we’d look into it, there were things going back a couple of months to six months where they hadn’t been actioned. They may have been replied to, but fallen off the radar because there was no workflow or task management in place.”
— Tim Maly, CEO & Managing Director
This lack of visibility created unnecessary pressure for managers, made complaint handling difficult, and left committees in the dark.
How does resvu improve task tracking and operational visibility?
resvu gave LJ Hooker Strata ACT what they needed most, a central place to manage, assign, and follow up on work. Every request could now be sorted, prioritised, and tracked in real time. Leaders had oversight. Managers had clarity.
“That’s exactly what resvu’s done to help us, in terms of making sure that there is a separate platform that can manage those things for us. Makes sure there’s a way to be able to sort, filter, prioritise those things. But also more importantly, we as a company had a mechanism where we knew what tasks were on foot and who we can assign those to to make sure those things get done.”
— Tim Maly, CEO & Managing Director
The impact was immediate. Things stopped slipping through the cracks. Teams could cover each other during leave. And the business had the confidence that nothing was falling off the radar.
How did resvu improve committee communication?
For many strata teams, managing committee expectations can be one of the toughest parts of the job. And at LJ Hooker Strata ACT, the move to Committee Hub changed everything.
Committee members no longer had to dig through long email threads or wonder what was happening behind the scenes. They could log in, see updates, track discussions, and feel confident their manager was taking care of things.
“The committee members can see what we’ve done. They can see the note trail, they can see the comments. It gives them certainty that their manager has actioned something.”
— Pascal Deschanel, General Manager
Even committees that had been frustrated in the past quickly turned around.
“I floated the idea of trialling Community Hub with a committee that had been unhappy. The next morning I got a glowing email: ‘We loved it. Can we use this for everything?’”
— Pascal Deschanel, General Manager
How does resvu reduce stress for strata managers?
The emotional toll of strata management is often overlooked. When you’re constantly responding to complaints, trying to remember every task, and defending decisions — burnout creeps in fast.
resvu helped LJ Hooker shift away from that reactive environment. Managers could lean on the platform to provide context, show what had been done, and take the pressure off their inboxes.
“It’s taken the stress away from managers who feel like they’re being yelled at and having to defend themselves. Now they just say, ‘Check the app.’”
— Tim Maly, CEO & Managing Director
And with full visibility, it became easier to take leave without fear of things falling apart.
“It’s allowed us to have people go on leave and come back without complete anxiety. You can go and have your holiday and you’re not stressed that no one is across your portfolio.”
— Tim Maly, CEO & Managing Director
How does resvu replace email with more reliable communication?
resvu’s tracking tools also gave the team confidence that things were landing. Managers could see whether a client had opened a message, whether they’d replied, and what steps had been taken — no more guesswork.
“Everything’s tracked. You can see when the client read it, you can see when the email went out, you can see what action they took.”
— Tim Maly, CEO & Managing Director
It replaced anxiety and “just checking in” emails with clean records, clear timelines, and reliable documentation.
How does resvu help LJ Hooker Strata ACT deliver a service guarantee?
Perhaps the biggest operational shift has been the introduction of a formal service guarantee. It’s a promise the team puts on their website — and one they can now actually deliver on, thanks to resvu’s tracking and task visibility.
“It gives us the ability to make sure we can offer service guarantees.”
— Tim Maly, CEO & Managing Director
“We say on our website that we’ll get back to everyone by the end of the next business day, and now we can actually measure and track that we’ve done it.”
— Tim Maly, CEO & Managing Director
This is more than just a policy. It’s a signal to clients that LJ Hooker Strata ACT is serious about accountability — and that they have the tools in place to prove it.
What results did the team achieve after rolling out resvu?
- Since implementing resvu across all sites, the LJ Hooker Strata ACT team has:
- Replaced inbox chaos with structured task management
- Improved committee engagement and communication
- Reduced stress and improved culture for strata managers
- Built internal accountability and oversight
- Delivered a consistent, measurable service guarantee
“resvu has become our standard. It’s just how we do things now.”
— Pascal Deschanel, General Manager
Their journey is proof that great service isn’t just about working harder — it’s about giving your people the right tools to work smarter.
Ready to modernise your strata operations?
Whether you’re drowning in email, chasing committee decisions, or looking for a better way to support your managers. resvu gives you the structure, oversight, and communication tools to run a better business.
