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Inside Business | 2 min read

‘Customer Centricity’ are not just buzz terms

Alex Cohen

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Alex Cohen


Customers are at the heart of everything we do here at PropertyTree and Rockend. Maybe that’s why after 37 years of being in business we’re still the industry leaders, quickly becoming the hassle free Property Management solution. Our agile approach allows quick adaptation of your feedback, giving PropertyTree it’s competitive edge.

When you enter the PropertyTree office you quickly realise that customer centricity is not a top down strategy, rather it’s something that is at the heart of the company’s culture.

Opposing the oversized chess board game in the lunch break room is our “Customer Wall”. Updated weekly, it’s teeming with customer feedback. The good, the bad and the confused. In the words of our Chief Customer Officer Scott Downing “Every time a customer gives you feedback, it is a gift. Do something with it. Make sure they know that you have listened to it and that you have done something with it.” And we really do.

If you walk around the corner a spacious room will catch your eye. It’s glass walls covered in pink, blue and green bubbles just like a science lab. Inside you see the playful outer-walls juxtaposed with complex user journeys, diagrams and segmentation graphs from floor to ceiling. That’s where our masterminds gather daily to innovate, gather valuable insights and drive meaningful change.

Peering into the core of the business to see how meaningful customer centric change is made, it’s apparent the company breathes technology, research and data.

Tools are implemented to further the Net Promoter Score, to give customers a safe place to feedback through surveys, and listening tools are implemented to capture comments made through social media. There’s even an internal app that circulates the feedback you receive in real time.

At the end of the day what makes dealing with PropertyTree special is that personal touch that makes it feel like a family owned corner store. And that’s because the Customer Experience Team is handled locally. “We know what our customers want because they have a direct relationship with customer experience representatives. Customers are at the heart of everything that we do, they’re a person and not a number” says Fletcher Celand, Operations Manager – Customer Experience.

Whether you’re a social media native or a snail mail fan, there’s no shortage of ways to contact us:

  • Chat to us via live chat on our website or social media
  • Lodge a ticket through PropertyTree to keep track of all communication
  • Call us anytime between 8:30am-5:30pm Monday-Friday on 1300 657 700 to hear friendly Customer Experience Team representative on the other side
  • Read our indepth Knowledgebase articles for all your product queries – available 24/7
  • Upskill yourself and your team through training webinars, or classroom tutorials held in our Melbourne, Perth and Sydney offices. We can even come to your office if you need on-site help

And after you’re done we’d love to hear how it went – so take 2 minutess to fill out the survey and help PropertyTree be hassle free. In the words of Downing “We are fully committed to delivering industry leading service and products, and we need your help to do this.”


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