How Ray White Bundaberg closes maintenance jobs in under 16 days, with Tapi + PropertyMe

The numbers

"Life saving! It has entirely changed our views on how we see maintenance."

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Kasey Toreaux, Property Manager, Ray White Bundaberg

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500 managements, and a backlog that wouldn't budge

Ray White Bundaberg runs 500 managements on PropertyMe. The portfolio was in good hands. Maintenance was another story.

The jobs themselves weren't the problem. Everything around them was. One repair could split into several email chains, and nobody knew which one was current.

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"Maintenance was not easy to track. Multiple threads of emails around one item of maintenance became so consuming."

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With no reminders, things slipped. "It was time consuming, jobs were lost, lack of follow ups, no reminders," says Kasey.

Owners and tenants were left guessing too.

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"It was a lack of clarity for both landlords and tenants because nobody knew if anything was being actioned. Jobs that were lost caused frustration for everyone involved."

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The team tried to work their way out. "Some staff were working after hours in an attempt to get the numbers down." It didn't stick. "The backlog of outstanding maintenance didn't seem to shift no matter how it was tackled."

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The fix walked in the door

Director Warren Hitzke knew more hours weren't the answer. Every job needed following up, every time, without relying on someone to remember.

The answer came from inside the team. "One of our new property managers had used it in a previous agency. She highly recommended Tapi."

What won Kasey over was reach. "The ability to notify and contact everyone so seamlessly."

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Keep PropertyMe. Add the follow-up.

The team didn't want to change the system they run their business on, and they didn't have to. PropertyMe stays the source of truth. Tapi connects to it and takes on maintenance.

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Specialist on top of the platform they trust. No big changes for the team.

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Live in two weeks

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"It was very smooth. It was a lot to understand, but our Zoom calls made everything really clear to understand."

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The team went live within two weeks of signing. Maggie Kilmartin from Tapi's Onboarding team ran setup and training, and the team rated it 100%. Gosia Hammond, Sales Consultant, put it simply: "Love[d] the customer service so far!"

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Under 16 days, report to invoice

Jobs that actually close. The average job now completes in under 16 days. That's measured to invoice, not just to the tradie marking it done.

60% less time chasing. The team estimates Tapi has cut 60% of the time they spent following up. The daily habit is simple: "Needs Attention is a daily check, and utilising reminders." Stuck jobs surface on their own. Tapi does the nudging.

Everyone on the same page. "It has been clear and open communication that's visible for everyone involved. Everyone is able to view what stage the maintenance is at."

One hot water system, one round of messages. "Being able to gain multiple quotes for a hot water system at the same time also allowed us to contact the tenant and owner at the same time too." No email ping-pong.

11 hours back in month one. Tenants now report jobs through Tapi's tenant concierge, which saved the team 11 hours in the first month alone. "Majority of our tenants find it super useful because they don't have to call or email. Our owners were also happy when we explained the program to them."

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From pain point to selling point

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"We aren't dreading maintenance like we were."

"Our team is significantly happier. We finally have such a healthy workflow. Property management will always have stressful moments, but this is one thing that really makes all the difference."

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The process that once cost the team their evenings now goes into the pitch. "We have it mentioned in our web books. We also mention it to all owners and buyers agents who enquire about management."

Kasey's advice for agencies weighing it up? "Once you try it, you won't go back!"