WE LISTEN. WE INNOVATE. WE ENGAGE.

OUTSOURCEWITH USCRBiz Australian Real Estate (CARE) Team

STATEMENT OF THE PROBLEM

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The real estate industry in Australia is expanding and becoming more competitive by the day. With this, the demands and challenges to increase rent rolls and exceed sales targets among real estate practitioners have become more resonant. Specifically, the key problems identified for both Property Managers and Real Estate Sales Persons are:

Less time to build and strengthen client relationships;

Low value tasks that eat up resources and drive operational expenses; and

Misaligned skillsets that produce variations in quality services.

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Cool Runnings Business Solutions (CRBiz) is a Digital Transformation company, providing your business specific services to meet your operational, planning, technical, and strategic needs.

We are an emerging leader in process transformation.

We hire the best people, we have proven business processes, and we have the mindset that can help you optimise costs by up to 60% and allow you to focus on your core tasks to grow both your business and brand presence.

At CRBiz, we add value to your business and deliver the ultimate customer experience – The Better Way.

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BRINGING YOUR WHY TO LIFE –THE BETTER WAY

Not only do we pride ourselves on having the right people with the right skill sets. We listen and execute based on business needs, providing bulletproof and personalisedprocesses. With a quality-centric culture, we offer results-driven solutions.

Single Point of Contact (SPOC). To ensure fidelity in communication and spot on service delivery, we have a dedicated person to serve as coordinator or focal point of information.

Customer Satisfaction Survey (CSAT). We employ a survey tool to measure if our service delivery meets or surpasses customer expectations. This is also our means to generate documented feedback to improve certain business processes and strengthen progress towards concerted objectives and goals.

Business Review. Our trademarked meeting agenda creates a discipline around ensuring clear and concise communication between the businesses. Keeping the team focused on the most important priorities and accountable for what they committed to. Any issues that arise are identified, discussed, and solved. Done via video conferencing, the end-goal is to create an effective two-way feedback conversation with our clients.

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WE LISTEN.

We change the game. And we don’t settle for anything less than what our clients deserve. With the business world rapidly evolving, innovation has become among our core thrusts. We create and transform novel perspectives into processes and services that meet market needs.

Continuous Process Improvement (CPI). We are process experts. We conduct full analytical work, identify bottlenecks and opportunities for growth, and address them through employing Lean Six Sigma methodologies which result to operations and cost optimisation, waste elimination, shorter turnaround or lead times, and higher quality.

Technology Ready. We are armed and ready. We can seamlessly integrate with any of the legacy systems that our clients utilise. Our team of experienced software developers and business analysts are ready to address any software-related issues to secure business continuity.

CRBiz Lockdown. Aimed at securing access across computer networks and cloud computing environments, we have developed an in-house enterprise-grade Identity and Access Management (IAM) and Privileged Identity Management (PIM) proprietary software.

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WE INNOVATE.

We bank on lasting partnerships. Through collaborative approach, we understand in-depth the goals of our clients and their products and services and help them deliver results. Through our pool of experts, we scientifically engineer and direct sustainability strategies. Our end goal is client success - your success.

Human-Centered Design (HCD). Quality lies within our DNA. Our approach is geared towards maintaining long-term success through customer satisfaction. Our clients determine the level of quality and we work around it. We utilise a design and management framework that develops solutions to problems by involving human perspective in every step.

Dispute Resolution Process. We capitalise heavily on maintaining relationships. With our customised dispute resolution process, disputes or conflicts are addressed through mutually acceptable resolutions.

Knowledge Sharing. We uphold synergistic collaboration. In the area of learning and development, we co-create materials and co-facilitate training and staff development programs. In designing learning materials, the Intellectual Property (IP) rights are retained to our clients, observing strictly their existing style guides and processes.

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WE ENGAGE.

CRBiz has successfully delivered full-serviceoutsourcing among its global clients in varying industries.

We have helped businesses optimise costs and reduce turnaround through our innovative and no-nonsense approach. We understand in-depth the processes and take them to the next level, eradicating roadblocks and improving outcomes.

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OUTSOURCING WITH US

CONTINUITY AND RISK MANAGEMENTWith a Business Continuity Plan (BCP) in place,redundancy in power and connectivity, and aworkplace installed with CCTV and biometric access, security and 99% uptime are ensured.

STAFFING FLEXIBILITYWe have a solid and highly-skilled workforce which can address your staffing concerns, including downtime issues brought about by unexpected absences or holidays. Our workforce solutions can easily scale up or down based on changing business needs.

FOCUS ON CORE ACTIVITIESYour resources can be utilised on high value core activities, leading to customer satisfaction and increased brand value. We take the back office functions while you focus on growing the business.

OPERATIONAL CONTROLAs an extension of the business, turnaround is significantly reduced through working within the same time zone. KPIs are met through establishing solid Standard Operating Procedures (SOPs) and manageable SLAs.

COST AND EFFICIENCY SAVINGSGood acquired partnerships can lower the price of labourand other operational expenditures.

DEVELOP INTERNAL STAFFWe support both the personal and professional growth of our employees. In partnership with our clients, we open to our employees various training opportunities. We have quality and coaching programs in place. For underperforming staff, we employ a Performance Improvement Plan (PIP).

REDUCED OVERHEADCosts related to developing or improving technology and obtaining infrastructure are significantly reduced.

BRAND AFFINITY AND PROTECTIONWe wear the brand. We champion your brandculture and reflect it on the way we do business with you and your customers.

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CRBiz AUSTRALIAN REAL ESTATE (CARE) TEAM

The CARE Team has two main divisions: (1) General Administration; and (2) Sales Support – to assist both Australian Property Managers and Sales Persons.

We take care of your back office business functions by providing experienced and well-trained people who can help optimisetime and costs by up to 60%.

Now you can focus on tasks that will grow both your business and brand value.

We create your Real Estate job roles based on identified business needs. Here are some of the generic roles we currently have and a snapshot of their respective responsibilities.

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Certified Property Management Associate (CPMA)• Qualifying tenants thru the Tenancy Application Process;

• Booking appointments, sending notices, and making follow-ups for routine inspections;

• On-boarding new tenants and documenting lease renewals;

• Follow through on tenant arrears;

• Customer Relationship Management (CRM) software data entry, management, and cleansing;

• Coordination with local suppliers for repairs and maintenance; and

• General reporting, among others.

Certified Sales Associate (CSA)• Cold calling of prospects for auctions, property sale, and appraisal;

• Preparation and sending out of market reports;

• Sales Management software data entry, management, and cleansing; and

• General sales documentation support and reporting, among others.

Remote Accountant (RA) • Management of general ledger;

• Preparation of end-of-month reports;

• Commission tracking, reporting, and payments;

• Handling of invoice requests; and

• Other accounting and bookkeeping job functions.

Marketing Coordinator (MC)• Social media management;

• Uploading of updated property listings to various channels;

• Virtual coordination and booking of newspaper ads;

• Content writing support and copy editing;

• Creation of newsletter and/or monthly reports;

• Image or video editing; and

• Other marketing job functions.

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SERVICE ADD-ONS

True to our vision of putting customers at the forefront of change, we invest on technology, as well as develop leaders in areas of client engagement, process improvement, quality assurance, and learning and development, among others.

In-House Support TeamThe CARE In-House Support Team has a dedicated Client Success Manager (CSM) to ensure seamless client management and staff development; an Account Quality Analyst (QA) to evaluate and help improve the staff’s progress in terms of service quality; and an Account Trainer to develop and facilitate training programs.

After Hours Support StaffThe business never sleeps. With this in mind, we provide a 24/7 solution to address business-related emergencies and other requests that fall outside official work hours and require immediate resolution. We offer the services of a generalist staff who can provide after hours support, including weekends and holidays.

LiveChat Support We offer 24/7 real time customer service support to visitors on your website.

Chatbots and other Customised AppsWith our team of experienced developers, we can easily plug in to your website and other legacy systems any customisedapplications that may help improve your services.

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CRBiz ON-BOARDING PROCESS

We strategise before we execute.

This is one of the management principles that we employ in running our business. With a quality-centric culture, we ensure that we are right on target every step of the way. Real Estate is such a diverse industry so we make sure that we hire the best people and that we capture the processes exactly the way they are to ensure that we remain on top of the league.

While we personalise and customise our services based on specific client needs, the CRBizOn-boarding Process provides a framework to guide both the way you outsource and how we make things happen.

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Job Creation• Identifying the job role and responsibilities to be outsourced

• Coordination with the CRBiz Talent Acquisition Team to determine the specific skills required of the job role

• Marketing and headhunting

Talent Acquisition• Screening and shortlisting of candidates from a pool of

well-educated and English speaking talents

• Written/skills assessments and HR interviews

• Client interview (Can be done face-to-face or through video conferencing)

• Background check and actual job offer

Process Documentation, Training, and Certification*• Process capture and mapping (We can send a training consultant

onsite or your team can visit us)

• Creation of training materials/manuals

• Industry, Language, and Culture Training

• Quality and Coaching Orientation

• Dispute Resolution Process Overview

• Data Privacy Overview

• Product Training (Actual knowledge transfer of processes to be outsourced including the use of client legacy systems and communication tools)

• Certification

*This is co-managed by CRBiz and the client.

Transition and Nesting Period• Supervised service delivery and client engagement

• Go live! (Staff is expected to be fully familiarised with the processes, legacy systems, and communication tools; and can now work independently)

• Continuous quality checking and coaching

Business as Usual• Full service delivery and client engagement

• Continuous support, reporting, and optimisation

• Continuous quality checking and coaching

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We take security very seriously.

With what we have under our sleeves, we’re sure that we can satisfy the diverse levels of security being demanded by modern businesses and maintain the level of security that our customers require. We’re fashionably modern and we’re compliant to international standards.

Office and Employees• Secure workplace located in the heart of Clark Freeport

Zone, a modern industrial estate and premier service and logistics hub in the Philippines;

• Biometrics and alarm systems;

• Roving guards; and

• CCTV surveillance system.

Data Privacy• In-house enterprise-grade Identity and Access

Management (IAM) and Privileged Identity Management (PIM) proprietary software;

• Regular software updates;

• Secure printing; and

• Employee background check.

Business Continuity• Resilient and agile infrastructure and systems;

• Redundancy in power, connectivity, and hardware; and

• Relocation plan with minimal downtime.

SECURING PEOPLE AND DATA

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DELIVERING EXCEPTIONAL RESULTS

Your partnership with us can help bring your business to greater heights. With our proven processes in place and extraordinary talents on-board, we’re sure to help you land into your wanted destination – The Better Way.

Being partners with CRBiz results to:

Reduced Costs. By turning over to us the back office functions of your business, we help you reduce operational costs by up to 60%.

Increased Sales and Rent Rolls. You can now focus on growing the business by having more time to engage with clients and work on other revenue-generating activities.

Optimised Business Processes. With a team led by process experts, we partner with you in managing bottlenecks and eliminating roadblocks in your current processes to drive better outcomes.

Improved Brand Presence. Through our team of experienced marketers, we help you devise strategies to expand your brand reach, from planning to execution.

Maintained Work-Life Balance. We make the impossible possible. By allowing us to help you unplug from the routine low value tasks that eat up your time, you can now have time for personal activities.

Better Workplace Culture. With a healthier work environment, obstacles can easily be overcome and high employee satisfaction is sustained.

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MOVERS AND SHAKERS

Sean is a business process fanatic with over 30 years of experience, specialising in Supply Chain crisis recovery. He has extensiveexperience working for Startups to Fortune 500 companies, from the Sydney Organising Committee for the Olympic Games to delivering strategic business solutions on every continent. He has worked with Kirin Holdings Co. Ltd, Danaher Corporation, and Olympus.

He holds a Bachelor of Science degree, is Oracle and American Production and Inventory Control Society (APICS) accredited, has a Green Belt Certification in Lean Six Sigma, and has a Post-Graduate degree in Hypnosis and Neuro-Linguistic Programming (NLP).

Peter has over 20 years of experience in operational and strategic leadership, as well as extensive project and change management initiatives focusing on large (200+ seat) Call Centre and Shared Services offshoring within a number of Global Financial Services companies both in Australia and UK. He has devised and implemented new operational models and delivered transformational change programs using Human-Centered Design principles to ensure that customers are at the forefront of change.

He holds a Post-Graduate degree in Strategic Management, Degree in Project Management, Green Belt Certification in Lean Six Sigma, Directorship Certification from the Institute of Company Directors in Australia, and is an Agile Scrum Master.

Sean Sullivan, Chief Executive Officer Peter Few, Chief Customer Officer

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Karl is responsible for the business operations in the Philippines, including product design, project management, user experience, and IT. Karl brings to the position over 15 years of industry experience in operations, digital marketing, and personnel management.

His primary goal is to ensure that clients get high value solutions for their needs and ensure continuity across project implementation, customer support, and accounts while keeping CRBiz at the cutting edge of design and development. With many years of experience in the technology landscape, Karl has an in-depth knowledge on how technology can enable any business to scale and grow.

Paolo has more than 8 years of experience in diverse industries, specialising in business process analysis, creative consultancy, and strategic communication. He has significant industry experience in Australian Real Estate and has been certified in various Property Management software like Property Tree and REST Professional. He is also certified in Console to Property Tree data migration.

His past experiences include an Operations Management role in Southeast Asia’s oldest bank and an Expert Level role, focusing on process documentation and quality optimisation, in the shared services unit of one of the largest global law firms. He previously held an international assignment as Senior Project Officer in one of the top government agencies in the Gulf region.

He holds a Bachelor of Science in Development Communication degree.

Karl Wilcockson, Chief Operations OfficerPaolo Jeffrey Gan, CSM (Real Estate)

Ready to take your real estate business to greater heights?

Talk to us now!

St. Ives, NSW Australia+61 (0)2 8379 2144sales@crbiz.com.au

www.coolrunningsbusinesssolutions.com.au

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