How Civium Consolidated Four Systems Into One Cutting Dozens of Manual Processes for Every Application and Tenancy
“As property managers, we’re constantly juggling hundreds of tasks at once. Sorted helps us get more done and makes the entire experience so much better for all parties. Now, so many key workflows are made seamless, and data is automatically synced correctly in our core PMS. We save hours of time every day and can relax knowing the Sorted team is always there to help.”
Amy Gannon, Leasing Manager, Civium Property Group
Civium Property Group is a leading full service real estate agency based in Canberra. Established in 2003, Civium specialises in all aspects of residential and commercial property with 500 properties under management.
The challenge
Civium had several systems in place across their business. But with a lack of connectivity or consistency they often created more headaches and manual tasks than they were brought in to solve, and left both applicants and tenants frustrated:
• Systems not in sync: Civium used a separate system for applications, approvals, lease signing and onboarding. All promised to streamline processes, yet none talked to each other, or integrated seamlessly with the agency’s core PMS system (Palace). Dates, names and phone numbers were often missing in tenancy cards, or in the wrong place. This added hours of work by having to manually create tenancies and triple handle data across the systems.
• Room for error with manual processes: repeatedly entering large volumes of data by hand and constantly moving between systems exposed the agency to greater risk of human error.
• Frustrating online applications: Civium’s previous application system was full of glitches causing incomplete fields and frustrated applicants who frequently complained it was difficult to use.
The solution
Civium replaced several systems with Sorted, which became the single, centralised, and fully integrated engagement tool for their customers. Sorted enabled Civium to:
• Consolidate four separate systems into one
• Remove the headache of manual processes and double data entry when separate systems failed to work together — by integrating seamlessly with Civium’s core property management system, Palace
• Automate several key workflows such as tenancy agreements and reference checking
• Provide customers with a free mobile app to easily set up and manage their entire household, with the ability to: view all lease documentation, set up rent payments, book a mover, connect all their household services (gas, electricity, internet, insurance)
The Sorted platform was implemented across Civium and integrated with the agency’s property management system (Palace) in a matter of days. With full support and ongoing account management provided by the Sorted team, there were no interruptions to operations.
The results
• Eliminated up to 50% of manual processes
• Decreased turnaround of new tenants from several days to <24 hours
• Eliminated human error margin with 100% of data correctly in sync across systems
• Improved impression of agency with a superior modernised customer experience
• Break even on SAAS fees with revenue generated through Sorted marketplace referrals for tenants