PICA is Australia’s largest strata management company, with 265,000 lots under management. Its managers attended around 4,000 strata committee and annual general meetings between March and May 2020 – just as they would usually do.

This was partly thanks to the necessary legislative changes across states and territories, which have enabled significant efficiency gains for the strata sector (and convenience for owners corporations) by allowing electronic signatures and online document witnessing for management agreements.

Group Managing Director Wayne Walker says he has been “amazed by our ability to effect change at speed.”

“We use Strata Vote to automate meeting agendas and enable online voting on decisions. The meetings have been more focused and effective, and they’re no longer always late at night.” 

PICA had also been planning to roll out a new cloud-based contact centre, Genesys Cloud. “Pre-COVID, we thought it would take us six months. But when the crisis hit, we accelerated implementation across all 30 offices in just two to three weeks.”

The platform provides an expanded service offering, so everyday queries can be handled by his team remotely. This frees up more time for Walker’s team to respond to new client needs. 

“Our clients were hungry for information at the start of the crisis. They wanted guidance on how to manage their buildings safely,” explains Walker. He is now looking at new opportunities for ‘behind the door’ services – such as apartment repairs and maintenance and energy services. 

Additional information

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