Banksia's Transition to Digital Village Operations Management

Implementation Challenges

One of the most prominent hurdles during the implementation phase has been the demanding balance of implementing a new system while managing day-to-day duties as a Village Manager. Navigating this challenge required a pragmatic approach to setting priorities and optimising time management to ensure a successful rollout.

The online training sessions delivered by the PCS team are systematic and provide a step-by-step approach that equipped our team with the necessary skills and knowledge to adapt to the system and effectively train staff in a manner that is both intuitive and manageable.

Outstanding Training & Support

The support received from the PCS team to date has been one of the most positive aspects of our implementation experience at Banksia.

From the initial stage, the PCS team has been incredibly supportive during our transition to going digital. The guidance and proactive approach from our Account Manager, Elena Muller, has been invaluable and helped identify and address any issues as we integrate Banksia’s processes and workflows into the software.

The responsiveness of the help function within the platform and the availability of Head of Support, Adam Parsons, has facilitated a smoother implementation process.

Staff Feedback

The adoption of the new CRM system has been positive and sparked a fresh perspective from staff accustomed to longstanding processes. By centralising tasks previously spread across multiple spreadsheets, the system has effectively streamlined processes, encompassing everything from initial client contact to resident management.

Furthermore, the implementation has brought to light opportunities for integrating existing systems to enhance operational efficiency. While Banksia’s use of the property management features is limited due to prior investments in a separate maintenance and asset management system, the simplicity and user-friendly interface of the resident app is expected to be beneficial for both staff and residents.

Future Benefits

The consolidation of Banksia’s data to centralise all information, a venture that is still in its early stages, will streamline processes, enhance data management capabilities, and bolster security through online accessibility.

From a CRM perspective, maintaining a comprehensive record of client interactions – starting from the initial inquiry and continuing throughout the entire customer lifecycle – stands to bring significant advantages to Banksia. Furthermore, the ability to digitise documents and securely store contracts, condition reports, and other pertinent data in a digital system is in alignment with our environmental sustainability objectives and will allow quick access to information when needed.

Advice To Operators

For village operators considering the implementation of a digital system into their operations, it's vital to set realistic time frames for the transition process. It requires careful planning and adjustment of existing processes. This transition period is valuable for reviewing and optimising operations, to support staff, improve operational efficiency and community engagement, compliance and resident outcomes.

As technology continues to evolve, our market and client base are becoming increasingly tech-savvy, driving demand for online services and streamlined processes. Embracing digital solutions will not only provide my role as a Village Manager more time to engage with the resident community but also ensures that Banksia is well-positioned for the future.

Discover more about Person Centred Software's village operations software today!