RiTA Case Study
LJ Hooker City Residential Perth came on board as early adopters of RiTA. As well as utilising all of RiTA’s existing services for sales agents, leasing and BDMs; we set about to explore what RiTA could do for property managers.
“RiTA has become our number one recruitment tool and our team love working with her. We have also enjoyed working with AiRE on their pilot programs for RiTA, exploring what might be possible with Ai and property management. We are excited about her future in our business.” – Rebecca Halton nee Freeman, CEO LJ Hooker City Residential Perth.
The team at LJ Hooker City Residential Perth have been working with RiTA for over a year and have participated in several experimental pilot programs. By successfully learning how to do many different tasks, RiTA now works for almost all team members across every aspect of the business.
Sales team and BDMs
“RiTA gives our sales team purpose every morning and as a business, we are providing quality leads to our sales team and BDM each and every day.”
The sales team and BDMs receive Ai powered suggestions from CRM and marketplace data. These suggestions combine contact information with reasons to call and organise the work in terms of priority and urgency.
Offshore lead generation team
LJ Hooker City Residential Perth utilises an offshore resource in the Philippines to assist with lead generation activities. The team at AiRE gave RiTA a custom strategy to find opportunities within the pool of orphan data that was owned by the office.
Within a few months, so much appraisal work had been generated, the business had to rapidly recruit onshore resources in order to meet the demand proving that some problems are good to have.
Listing and leasing agents
RiTA is able to identify intent then intelligently and automatically respond to portal and website enquiry from buyers and tenants.
In terms of customer experience, RiTA’s capabilities go far beyond a generic automatic response. Responses are customised to the brand voice of LJ Hooker City Residential Perth which is a blend of professional, earnest and aspirational.
The responses are also scenario dependent. For example, if a customer asks about the price of a property listing, RiTA is smart enough to respond differently, and correctly, dependent upon whether the property is for sale by private treaty or auction – she even knows if the property is available, under contract or sold.
RiTA also directs customers back to the business’s own website rather than re-directing that valuable traffic back to the portals.
Property management team
“We have introduced a world-first RiTA assisted Tenancy Application Process. This has cut our turnaround time from 48 hours to 4 hours.”
We created a custom solution to automate many aspects of a tenancy application processing workflow. RiTA is able to proactively manage communication with the tenant, referees and even between the property management assistants and property managers. A comprehensive brief is available for presentation to the property owner an rapid time thanks to RiTA’s ability to process information.
Over the past 12 months, RiTA has become the first receiver of all maintenance requests. After a thorough inbox analysis, we found that the majority of emails were relating to maintenance (around 40 emails per day) with an average of one new maintenance job being created per day. There was an overwhelming amount of noise in the Property Manager inbox seeking more information about the next best right thing to do. We implemented a RiTA-driven process to capture and collects all of the information reporting to a job in a mobile-friendly format before creating a task in the PropertyMe message centre.
“This has cut down time to action.”
Leadership team
RiTA’s reporting capability has increased the level of clarity and visibility between the leadership team and their data. RiTA uses Ai capabilities to measure unique performance goals, including:
- Personal engagement between agent and database contact;
- Nett acquisition of new contacts with property ownership information;
- Communication channel breakdown; and
- The geographical spread of property ownership data.
RiTA’s market monitoring capabilities also empower leaders to make decisions with a real-time snapshot of their relationship and opportunity-share in the marketplace. Based on this picture, a strategic priority can then be assigned to data acquisition activities – and refined based on geographical areas of focus.
RiTA also identifies potential lost opportunities: where clients from the CRM list their property with competitors.
“By helping us to track our lost opportunities and marketplace, we can plan for the future.”
RiTA also helps with accountability with radical transparency on outcomes for RiTA and the humans working with her.
