EV­ERY­ONE'S TALK­ING ABOUT

Elite Property Manager - - Contents -

Beepo and Rock­end an­nounce train­ing part­ner­ship

AS AGEN­CIES ACROSS AUS­TRALIA look for ways to cre­ate ef­fi­cien­cies, pro­vide ex­cep­tional ser­vice and im­prove mar­gins, off­shoring is an in­creas­ingly pop­u­lar so­lu­tion. Now it's been made a whole lot eas­ier with a part­ner­ship be­tween Beepo and Rock­end; pro­vid­ing trained and ac­cred­ited em­ploy­ees ready to start work. Sa­man­tha McLean talks to Mark En­gel­mann and Fletcher Ce­land about what's in­cluded in the train­ing, and how it might help PM busi­nesses of all sizes.

Ad­e­quate train­ing is usu­ally one of the big­gest chal­lenges in im­ple­ment­ing off­shore teams. One of the main is­sues has al­ways been the strug­gle with a large num­ber of unique soft­ware prod­ucts along with leg­isla­tive and geo­graph­i­cal knowl­edge re­quire­ments.

But Beepo has re­cently de­cided to tackle this chal­lenge head-on by part­ner­ing with Rock­end to de­velop trained re­sources, other­wise known as ‘Rock­end Prop­erty As­sis­tants'.

With a Rock­end Prop­erty As­sis­tant, you can out­source a whole range of sim­ple yet time-con­sum­ing ad­min­is­tra­tive sup­port tasks, while it seems, skip­ping the usu­ally frus­trat­ing and com­plex train­ing process.

It's a one of a kind so­lu­tion that Mark En­gel­mann says will rev­o­lu­tionise the way peo­ple in the in­dus­try look at out­sourc­ing; pro­vid­ing an in­stant as­sis­tant who is ‘ready to hit the ground run­ning'.

“From chas­ing ar­rears, up­load­ing list­ings to por­tals, or do­ing tenant

checks to pre­par­ing leases, sched­ul­ing in­spec­tions and much more, the list of tasks that can be car­ried out is al­most end­less,” says En­gel­mann.

“Now, when you out­source, you can en­gage some­one who is fully trained to carry out the same tasks as you – as an ac­cred­ited user of Rock­end's soft­ware”.

The idea to up­skill em­ploy­ees in real es­tate soft­ware pack­ages came about through years of ex­pe­ri­ence in out­sourc­ing to the real es­tate in­dus­try.

“Ob­vi­ously, we are firm be­liev­ers in the ben­e­fits of out­sourc­ing, but if some­one isn't com­pre­hen­sively trained and doesn't know how to har­ness the power of the tools they're given, in­clud­ing the soft­ware, they won't achieve the re­sults you need in your busi­ness.

“We know that train­ing is a bar­rier and can be a sig­nif­i­cant drain on re­sources, es­pe­cially for small agen­cies.

“Now we have a pool of trained as­sis­tants ready to go.”

COM­BIN­ING TECH AND BEST PRAC­TICE

The train­ing pro­grams for Rock­end Prop­erty As­sis­tants were de­vel­oped in col­lab­o­ra­tion with Rock­end. The ma­te­ri­als cover the fea­tures and func­tion­al­i­ties of both REST Pro­fes­sional and Prop­er­tyTree and are de­liv­ered over a five-week pe­riod. The pro­gram also in­cludes how the prop­erty man­age­ment in­dus­try works in Aus­tralia and New Zealand in­clud­ing the leg­is­la­tion un­der­pin­ning the tasks, as well as how to com­plete those tasks in a best­prac­tice way.

“It is pos­si­ble,” says En­gel­mann, “That Beepo staff may be more thor­oughly trained on best prac­tice and us­ing ev­ery part of the soft­ware than some ex­pe­ri­enced prop­erty man­agers here in Aus­tralia.”

At the end of the train­ing, each Rock­end Prop­erty As­sis­tant is mea­sured on their knowl­edge, com­pe­tency and speed.

“It's only when they have suc­cess­fully passed those tests that they are able to be matched with clients and start work­ing on tasks,” says En­gel­mann.

NO DOWN-TIME

Soft­ware ser­vice provider Rock­end is also ex­cited about the pos­si­bil­i­ties the part­ner­ship will bring as both or­gan­i­sa­tions share the same cus­tomer

AT THE END OF THE TRAIN­ING, EACH ROCK­END PROP­ERTY AS­SIS­TANT IS MEA­SURED ON THEIR KNOWL­EDGE, COM­PE­TENCY AND SPEED.

ser­vice val­ues.

“Beepo is a trusted provider of out­sourc­ing ser­vices to the real es­tate in­dus­try and has a proven track record of con­nect­ing agen­cies with pro­fes­sional, qual­i­fied staff. Now, by team­ing up with Rock­end, their of­fer­ing moves to the next level,” Fletcher Ce­land, Head of Op­er­a­tions – Cus­tomer Ex­pe­ri­ence at Rock­end, ex­plains.

Ce­land says they teamed up with Beepo to de­velop Rock­end Prop­erty As­sis­tant af­ter ex­pe­ri­enc­ing Beepo's stel­lar ser­vice first hand.

“We orig­i­nally started work­ing with Beepo to sup­port some of our in­ter­nal pro­cesses re­lat­ing to the mi­gra­tion of our cus­tomers from one piece of soft­ware to an­other,” Ce­land says.

“From there the re­la­tion­ship grew, and we started to look for other op­por­tu­ni­ties – and the idea for Rock­end Prop­erty As­sis­tant was hatched.

“So when you out­source to a Rock­end Prop­erty As­sis­tant, you get some­one who is qual­i­fied, can hit the ground run­ning, and you don't need to worry about any down­time.”

SE­CU­RITY AS­SURED

Un­der­lin­ing Beepo's stand­ing as a leader in out­sourc­ing for the real es­tate in­dus­try is their com­mit­ment to se­cu­rity.

“Our fa­cil­ity in the Philip­pines has fi­nance in­dus­try stan­dard, triple-lay­ered se­cu­rity,” En­gel­mann ex­plains. “This level of se­cu­rity al­lows work of all kinds to be com­pleted in the fa­cil­ity.

Ac­cess to clients' cloud-based ap­pli­ca­tions is also sub­ject to the high­est se­cu­rity mea­sures with staff not be­ing given pass­words di­rectly and ac­cess locked down to the Beepo build­ing.

“Our em­ploy­ees log in with a sin­gle sign-in to ‘Beepo Se­cure', which then al­lows them to ac­cess the client's ap­pli­ca­tions. Ac­cess is locked down to the IP ad­dress of the Beepo of­fices so that they can't be ac­cessed from out­side com­put­ers,” says En­gel­mann.

COV­ER­ING ALL BASES

“The launch of Rock­end Prop­erty As­sis­tant re­in­forces our core propo­si­tion to help real es­tate agen­cies fo­cus on high-value tasks,” says En­gel­mann.

“By hav­ing ac­cess to a pool of as­sis­tants, ser­vice lev­els need not be im­pacted by things like the usual hol­i­days or sick leave. It also means that all knowl­edge about an agency is not held by a sin­gle per­son. If an as­sis­tant leaves or isn't avail­able, there's an­other as­sis­tant who can pro­vide an equal level of ser­vice.” SA­MAN­THA McLEAN

De­vel­oped by Rock­end, in con­junc­tion with Beepo, Rock­end Prop­erty As­sis­tant is a one-of-a-kind out­sourc­ing so­lu­tion for the real es­tate in­dus­try. To find out more about Rock­end Prop­erty As­sis­tant and how to start ex­pe­ri­enc­ing the ben­e­fits of out­sourc­ing, visit rpa.rock­end.com.au or beepo.com.au/rpa.

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