Case Study: propper
propper is a fast-growing Australian Property Management company with dedicated real estate experts and customer service specialists. They were referred to Buddle by another happy Buddle customer in 2019. Before they found Buddle, they were looking at building their own internal function for hiring a team in the Philippines, however they realised that they would need a much larger scale to make it viable.
Two Buddle RPs to Team of 9
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When propper first became a Buddle client, they hired two Tenant Portfolio Officers to begin with. Since then, they have grown their Buddle Team to nine across several departments including Operations, Finance, Property Management, Leasing Management and System Development.
Some of the most important roles Buddle Remote Professionals play for propper are: Property Management Assistant, Leasing Assistant and Technology Administrator.
Before Buddle
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It was not without trials and errors that this successful partnership came about. A few years prior to using Buddle, propper had engaged a large Philippines-based BPO (Business Process Outsourcing) company to recruit, manage, and dispatch their support team in the Philippines. However, they were not satisfied with the quality of their recruitment process, which was slow and lacked regular updates.
On top of that, there were post-recruitment staffing issues with the BPO vendor. Some of these issues were related to the need to work onsite at the BPO's office (e.g. travel costs, travel delays, conflicts or issues working in an office with staff from 50 other companies).
The large size of the BPO also meant they could not proactively and sufficiently manage these issues. There were also frequent changes in account managers which resulted in disjointed service.
After Buddle
With Buddle, things have improved dramatically with all the above pain points having been addressed. propper's recruitment process is now “extremely well-run” , says Jorden Minos, propper’s COO/CPO.
For every new hire, Buddle provides propper with at least 3 top quality candidates highly suitable for the job description provided by propper.
These candidates are hand-picked by Buddle’s experienced in-house recruiters within a couple of days after the job is posted, if not hours.
Working with Buddle, there have been “zero post-hire issues”,
partly because the team are hired to be Working From Home which makes the remote operations smoother in many ways, but also because of Buddle's ongoing investment in the wellbeing & engagement of the RPs.
Happy Days
propper's Buddle Team has enabled high customer service and efficiency levels for the propper business.
“The Buddle team are reliable, loyal and high-achieving individuals who enjoy their day-to-day work with Propper, which has allowed us to seamlessly take away a lot of the administrative burden from our on-the-ground property management team” says Jorden.
This in turn allows propper’s local property management team to focus more of their time and energy on relationship-based work with their customers and deliver high-quality service – a huge value add to propper’s growth.
According to LongView...
A combination of time saved plus reduced costs for the same activities being done by the local team has led to significant savings.
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