Virtual AssistantsWhere systems meet scale

Adam HooleyLPMA Business Coach

What we’ll cover today

● The Myths about Outsourcing

● The Benefits of Outsourcing

● Cost Savings

● Next Generation Virtual Assistants

● What Can Be Outsourced

● Building Processes

● Implementation

● Security Questions

The MythsHave done it and WASN’T successful

● Saw VAs as a solution to an existing problem

● No processes for VAs● No Support for VA● No integration into the team● No onshore conduit● Spoon feeding work● Wrong job/wrong salary

Have done it and WAS successful

● Proper Planning● Were already process driven● Defined and well documented

systems● Integrated into the team● KPI monitoring & Reporting● Transparency

Benefits● Reduce wage costs by up to 70%

● Increase efficiency by up to 2X

● Improve customer service both onshore and offshore

● Forces systems and procedures to be created

● Allows the business to scale

● Reduces team churn

● Reduces client churn

● Become a business of attraction for PMs

Cost Savings

Next Generation Virtual Assistants

● Graduate VAs○ Nurses, mechanical engineers, graphic designers

and paralegals○ Long term commitment - 1.1% Churn rate○ English speaking

● Old Style V’s new style○ OLD - Low Level tasks e.g. paying bills, database

work, preparing leases which are generally part time or put in a pool

○ NEW - Highly skilled people taking on autonomous FTE roles

$2,000

$1,500

$1,000

$750

$500

PM level tasks

Asst level tasks

Low level system

Mail merge & data

Part timers

Salary expectations

● Low Cost● Low Risk ● Reduces Debtor Days● Easy to Learn● Covers wide area - good for training

Lease Renewals

Repairs & MaintenanceRent Arrears

Routine Inspections

Leasing Management

Marketing & Entry Notices

QA and Reporting

● Removes headache of locating / booking / chasing trades / repairers / tenants and landlords.

● Significantly frees up the PM’s time

● Low Cost● Low Risk ● Lessens the properties’

vacant days

● Compliance managed● Improves quality● Less rework

● Takes additional time consuming workload away from PM now that their confidence n the team has grown

● Assists rent roll growth● Introduces compliance / safety

tasks

● Low Cost● Low Risk ● Lessens the properties’ vacant

days

1 3

● Property Managers now start receiving instructions from their team regarding inspection times and locations.

● Takes the reporting paperwork away from the PM

5 7

2 4 6

What tasks can be outsourced

Building Processes

LoomLoom can be used to do screen recordings for instruction videos on specific tasks. This increases the accuracy of each task.

TrelloTrello is ideal to create online procedures and checklist for VAs to follow. These can be used as procedures and workflow manage tools

Building Processes cont.

Google HangoutsGoogle hangouts is perfect for any online training, general video calls and team meetings. All google users have access to this.

Google ChatGoogle chat is great for day-to-day communicating between the onshore and offshore team member. All google users have access to this.

Implementation

Planning

Recruitment

Build Systems

Week 1 Week 2 Week 3 Week 4

2 Weeks

2 Weeks

2 Weeks

4 Weeks

Security

Thank You

Adam HooleyLPMA Business Coach