How McGrath Ballina | Lennox Head | Byron Bay Transformed Their Maintenance Game with Tapi
With a mix of long-term property managers and newer recruits, Kimberly’s team knows what it takes to juggle the fast pace of property management - and how much time maintenance can take away from the work that really matters.
McGrath Ballina | Lennox Head | Byron Bay
Customer since: 2024
Biggest wins: Fewer outstanding jobs, happier team, calmer communication
Meet the Team Behind the Transformation
Kimberly leads the property management team at McGrath’s Lennox Head office, part of the wider McGrath Northern Rivers Group that operates across Alstonville, Ballina, Lennox Head, and Byron Bay. With a mix of long-term property managers and newer recruits, Kimberly’s team knows what it takes to juggle the fast pace of property management - and how much time maintenance can take away from the work that really matters.
When the McGrath team rolled out Tapi in late 2024, they didn’t just adopt a new piece of technology - they changed the way they worked.
The Challenge: “It Took Some Convincing…”
Like many property management offices, the team had well-established processes. Some staff had been managing properties for decades. Change - especially tech change - doesn’t always come easy.
“It did take some convincing to get our staff on board,” Kimberly says. “But our hardest critics, day one, were the ones to go ‘Oh, this is great. Oh my God, this is amazing!’”
Once Tapi was in place, the shift was immediate. Tasks that once caused stress became seamless. The skeptics became advocates.
Onboarding That Felt Personal
From the very start, Kimberly’s team saw the difference in how Tapi approached onboarding.
“Having you come into our rooms just made it more personal. The staff could ask as many questions as they liked. Our operations team got to see the running of it from start to finish - how we were going to roll it out, educate our owners, and make sure it worked for everyone.”
The focus wasn’t just on the property managers - Tapi helped ensure owners and trades were also confident and comfortable. That foundation set the team up for success from day one.
The Results: “Everything’s Just a Lot Calmer”
Once Tapi went live, the impact was obvious - and immediate:
- Fewer outstanding maintenance jobs.
- Faster communication.
- A happier team.
“The automation reminders are just a game changer for the staff,” Kimberly explains.
“Where previously that panic would set in - now they’re like, ‘Okay, we’ve got this.’ A lot of the work is already done for them. The troubleshooting, the details, the photos and videos - it’s all there. It’s an easy send to owners or trades for the next step.”
The combination of automation and communication tools didn’t just save time - it improved the culture in the office.
“Everyone’s enjoying their job a lot more. The communication is clearer all around, and we don’t get hounded anymore - tenants and landlords love the regular updates.”
What used to be one of the most stressful parts of the job had become one of the smoothest.
The Outcome: A Game Changer for the Industry
When asked if she’d recommend Tapi to others, Kimberly doesn’t hesitate.
“A hundred per cent. I do all the time. I wish this was in place when I was a property manager! I’ve just stepped into a team leader and new business role after having my own portfolio for 24 years - and I’ll tell you what, this is a game changer for the industry.”
From Chaos to Calm
For the McGrath Ballina | Lennox Head | Byron Bay team, Tapi turned property maintenance from a daily frustration into an organised, transparent, and surprisingly enjoyable process.
“Everything’s just a lot more calmer, clearer communication all around.”
And for us at Tapi, that’s exactly what success looks like.
See how Tapi can help your property management business deliver a world-class experience.
