Property Zen

Building a scalable operations framework

When one of Australia’s largest strata management firms faced mounting inefficiencies across thousands of email threads, duplicated tasks, and frustrated committee members, they turned to Town Square to bring calm back to communication. Within weeks, the business began to see measurable improvements in response times, collaboration, and team wellbeing - proving that clarity isn’t just good for operations, it’s good for people.

Strengthening cross-functional collaboration

For years, the firm managed communication almost entirely through shared inboxes.
While their managers were organised, the tools they relied on weren’t built for the realities of strata. Hundreds of emails per day meant critical updates were buried, ownership was unclear, and teams spent hours each week chasing information that should have been at their fingertips.

Their goals were simple but ambitious:

• Reduce time lost to email triage and duplication.
• Increase visibility across portfolios, schemes, and committees.
• Improve transparency with owners and empower committees without adding to workload.

After reviewing multiple workflow and ticketing platforms, the team chose Town Square - the only workspace designed specifically for strata’s unique communication ecosystem.

Through AI-powered triage, context-linked case files, and committee access built on visibility rather than noise, Town Square transformed a sea of emails into structured calm. Every message, file, and decision found its place, creating one source of truth per issue.

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Outcome

Six months after implementation, the results spoke for themselves:

• 62% reduction in internal email volume.
• 40% faster average response time to owner queries.
• 100% onboarding of owners and committees within the first 30 days.
• Unanimous team adoption, with managers reporting higher job satisfaction and lower stress levels.

As one Senior Strata Manager put it:

“What once involved endless email back-and-forth now happens quickly and seamlessly. My response times are faster, my stress levels are lower, and owners finally feel heard.”

Town Square didn’t just improve communication — it restored confidence, structure, and calm leadership across every level of the organisation.

Order restored. Calm delivered.

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