PropTech company, PropertyMe, has been named the ABA100 Winner in the Australian Business Awards 2020 for CX Management.
It comes just one month after surpassing one million properties managed in PropertyMe – almost 50 per cent of the 2.3 million rental properties in Australia.
Now in its 15th year, the Australian Business Awards provides an opportunity for high-performing organisations which implement world-class business initiatives and develop innovative products and services to be acknowledged and honoured for their achievements both nationally and internationally.
Lisa Pentland, Director of Customer Success at PropertyMe said the company was honoured to be recognised as the ABA100 Winner for CX Management.
“The award represents our commitment to supporting our community and setting the gold standard for customer experience in the PropTech industry,” Ms Pentland said.
“At PropertyMe, we are always exploring new ways to delight our customers and anticipate their needs at every single touchpoint of the customer journey.
“It’s paramount to us that customers feel heard, appreciated, and empowered every step of the way.”
To better support customers, PropertyMe expanded their service offering over the course of nine months.
This included implementing four additional customer-centric support channels, overhauling their Knowledge Base, establishing a specialist onboarding team and enhancing PropertyMe’s proprietary migration tool.
As a result, PropertyMe saw a four per cent increase in customer satisfaction, a significant reduction in support escalations, a 61.2 per cent decrease in median full resolution time and the creation of what they describe as a world-class onboarding experience.
“The success of these initiatives has been instrumental in fast-tracking the transition and onboarding of hundreds of agencies to the PropertyMe cloud to enable business continuity during these unprecedented times,” Ms Pentland added.
Tara Johnston, Program Director at the Australian Business Awards, said each year the ABA100 Winners are recognised for the successful development of new and improved products and services and for implementing business processes that improve efficiency and performance.
“Introducing new approaches to processes, products, and services ensures a constant focus that helps build a dedicated market base and ensures that organisations remain responsive to business and customer needs,” Ms Johnston said.
“A culture of continuous improvement consists of incremental initiatives and innovations to achieve best practices.
“An innovative working approach also appeals to employees with higher levels of creativity and lateral thinking, helping organisations to hold on to their best talent.”
For more information, please visit propertyme.com.au.
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