How APG Plugged a $58K Revenue Leak Without Hiring a Single Person

Overview

Australasian Property Group (APG) is a property consultancy known for designing and managing Specialist Disability Accommodation across Australia and New Zealand. As their portfolio grew, the systems that worked at smaller scale started creating operational blind spots and costly churn.

The Challenge

APG’s growth exposed three recurring failures:

• Lead capture chaos. Enquiries came from forms, social DMs, WhatsApp, calls, and email. Staff manually copied data into a generic CRM, often a day late.
• Project build bottlenecks. Every new build repeated the same 35 trade and compliance tasks. Spreadsheets and reminders could not keep owners and subcontractors aligned.
• Post-handover drop-offs. Maintenance requests arrived in email threads and were frequently missed, contributing to client losses.

The Solution

We built a single workflow layer that made the system do the remembering:

1. One inbox for every enquiry. Website forms, chat, social DMs, email, and WhatsApp flow into one place with automatic tagging and routing.
2. Self-building project templates. Every new property spawns a task template with deadlines, owners, and role-based alerts.
3. Ticketing that talks to people, not threads. Tenants submit issues via a form or SMS bot. Each request becomes a tracked ticket with an owner and time-to-close metrics.
4. Event-powered email automation. Registration, reminders, and follow-ups run automatically so the team can focus on delivery, not manual coordination.

Results

Takeaways

• Automate the first contact. Speed-to-lead is a revenue metric, not vanity.
• Template repeatable work. Humans should handle exceptions, not checklists.
• Support protects revenue. If it is not tracked, it will be dropped.