Case Study: Garry Nash & Co and Re-Leased
From manual to meaningful: Levelling up with Credia AI
Founded in 1981, Garry Nash & Co has been a trusted mainstay of the Wangaratta, Victoria real estate market. The agency manages the largest commercial property portfolio in town, with over 280 commercial and nearly 400 residential properties.
Their team of 26 includes directors, property managers, leasing experts and support staff, all working together in a heritage office that blends tradition with hands-on hustle.
With a blend of deep local knowledge and a strong reputation, Garry Nash & Co has always aimed to set the industry standard for professional property management.
As their portfolio expanded, legacy systems and manual processes began to create real barriers to efficiency, compliance, and job satisfaction. The team knew it was time to rethink how they worked.
Here’s how Garry Nash & Co transitioned from slow, siloed admin to a connected, AI-powered platform - freeing up their experts to focus on what truly matters.
Jennine Kingston | Commercial Property Manager
Siloed Systems, Manual Work, Growing Risk and Lost Time
Before adopting Re-Leased, Garry Nash & Co relied on a server-based property management system that left teams frustrated and created operational bottlenecks:
- Manual, slow processes: Up to 95% of admin tasks were handled manually. Setting up a new tenancy often took 30–60 minutes, with additional time spent double-checking data entry and chasing down missing documents, recalls Jennine. Basic tasks like retrieving documents, managing insurance, or running reports required jumping between spreadsheets, system folders, and slow software. The bank reconciliation took hours, with each transaction having to be individually receipted.
- Siloed information: Each department (commercial, residential, sales, accounts) operated in its own digital silo. “We didn’t have a clue what residential were doing, and they didn’t have a clue what we were doing.”
- Compliance risk: There were no reliable reminders for lease renewals, insurance expiries, or maintenance. “Nothing came up to remind you - if it wasn’t set up at the start, it could get missed.”
- Time wasted: Simple admin tasks could take hours. “It would take 15–20 minutes to upload a document, and you’d be waiting for screens to load.”
- Missed opportunities for growth: The administrative burden meant less time engaging with clients or expanding the business. “We wanted to be out and about liaising with clients, not stuck behind a desk.”
“We needed to implement a cloud-based system, because our old system was that antiquated."
Moving To Re-Leased for a Single Source of Truth
Recognising it was time to modernise, Garry Nash & Co adopted Re-Leased in August 2022, selected for its purpose-built platform, strong automation, and commitment to ongoing enhancement.
“We wanted a cloud-based system that was quick and immediate. With Re-Leased, we could access everything anywhere.”
- Cloud-based accessibility: Staff could access the platform from anywhere - at home, on the road, or in the office. “Home, office, or onsite - if they ask about arrears, I’ve got it in seconds on my phone.”
- Unified system: All property data, documents, communications, and team workflows centralised in one platform, breaking down department silos.
- Automated reminders and workflows: Re-Leased’s automated calendar prompts, compliance tracking, and AI-powered document management replaced unreliable manual reminders. “Everything’s visible at a glance. The calendar surfaces the whole month so I know instantly how many rent reviews I’ve got to tackle.”
- Scalable for growth: The reduction in manual work freed up capacity, allowing the business to grow its portfolio without immediately needing to add headcount.
The implementation process included onboarding, data migration, and hands-on support from the Re-Leased team. The transition wasn't always seamless, especially for staff used to old workflows, but the team saw immediate gains.
How Re-Leased Transformed Garry Nash & Co’s Operations
Time Savings and Efficiency
- Document upload and management: What used to take 15–20 minutes per document is now seconds. “The minute documents come in, they’re put straight into the system. There’s no time lag, no handing off to someone else. Re-Leased makes that easy.”
- Automated reminders: Lease renewals, insurance, and compliance dates are never missed. “The calendar gives us all prompts - rent reviews, everything.”
- Centralised insights: Reporting is faster and more accurate. “I find out all the stats from the Insights reporting in Re-Leased.”
“I reckon 95% of our work was manual before Re-Leased. Now I’d say it’s down to about 65%. And it’s getting better each day.”
Risk Reduction and Compliance
- Compliance tracking: Essential safety measures, annual reports, and building compliance are now managed in one place. “We can glance and know exactly where everything is.”
- Audit trails and accountability: Every document and action is tracked, making it easy to resolve questions and demonstrate compliance.
Empowering Teams and Supporting Growth
- Freeing up time for high-value work: Property managers spend less time on admin and more time building relationships, supporting clients, and growing the portfolio. “Real insight comes from being out there, you learn more on the ground - conversations with owners and what’s moving in the market.”
- Supporting adoption at every pace: The team embraced AI at their own speed, with early adopters helping others build confidence. “You get excited when one of the team says, ‘I just learned to do this and it worked!’”
- Capacity to grow: The efficiency gains mean the business can handle more properties without needing to immediately hire more staff.
“We now have the capacity to increase our portfolio. That’s the big one. That’s the revenue. That’s a game changer.”
Streamlined Payments and Trust Accounting
With Re-Leased Pay and integrated Trust Accounting, Garry Nash & Co has modernised how money moves through the business. Re-Leased Pay allows tenants to make payments directly via email or in-app by credit card or direct debit eliminating manual follow-ups and cutting reconciliation time dramatically.
“Re-Leased Pay is excellent. In a convenience-first world, it cuts friction and makes payments quicker and easier.”
Behind the scenes, Re-Leased’s built-in Trust Accounting ensures funds are handled securely and accurately, automatically matching payments and maintaining clear, compliant ledgers.
Together, these tools have given the team real-time visibility over cash flow, reduced administrative overhead, and created a smoother experience for both staff and clients.
Real Change, Real Momentum with Credia AI
Garry Nash & Co leaned in early with Credia AI, joining the beta as on-the-ground property professionals and feeding valuable insights back into the product. This helped the team see the power of AI for tasks like extracting lease data, automating insurance management, and answering lease queries instantly.
Today they use the Credia suite to lift accuracy and free up time: Credia Extract handles document-heavy work by pulling key details from insurance records, invoices, leases, and compliance files, while Credia Advise acts as an instant property expert, answering lease and tenancy questions with cited sources and offering proactive suggestions.
The result is more focus on high-value work, fewer errors, stronger teams with less burnout, better client service through truly proactive management, and the capacity for each manager to confidently handle more tenancies.
“AI makes the work lighter: it does the heavy lifting and picks up all the information.”
The impact of Re-Leased and its AI capabilities goes beyond numbers:
- Morale and team culture: “It’s fun, and it makes it easier to do when things are fun. You get pleasure out of learning and seeing what’s possible.”
- Learning and sharing: Early involvement in beta testing helped the team feel included and ahead of the curve. “You feel part of the team before it even goes live.”
- Adoption at their own pace: Some team members dove in fast; others needed time and support but everyone saw tangible benefits.
“Don’t be scared of AI at all. I was hesitant. I thought, ‘It can’t possibly do all this’ but it does. Just give it a shot and learn with it.”
Benefits of Credia AI
- Document Management: With Credia Extract, documents arriving by email (leases, insurance, invoices, compliance reports) are uploaded, and key data fields are automatically extracted, eliminating much of the manual re-keying. Reducing the risk of human error.
“The AI features like document extraction and chat with the lease have been game changers.”
- Credia Advise - Chat with Lease: AI-powered chat enables staff to type questions (e.g., “When does this lease renew?” or “What are the special conditions?”) and get instant answers, even with multiple lease formats. Saving hours of searching and increases confidence when responding to clients.
“The chat with lease is amazing. I just type in what I want to ask and up it comes immediately. It saves so much time – especially when every lease is different.”
“I’m excited about AI because it’s only going to get better and better. If it can do this now, imagine what’s next.”
Garry Nash & Co has seen a clear lift in team satisfaction and client service: staff now spend more time on relationships and inspections, and far less on repetitive admin. The team also celebrates small wins, reinforcing a culture of learning, innovation, and continuous improvement.
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Empowering Property People
The transition wasn’t just about technology, it was about empowering the team and making daily work more rewarding.
“With Re-Leased giving us time back, everyone wins - happier teams, happier management, and more goals met.”
- Team Engagement: Early adopters helped others get comfortable with new workflows. Staff now regularly share tips and celebrate learning wins.
- Inclusivity in Tech: The business respects that everyone adopts new tools at their own pace, supporting each other through the learning curve.
- Peer Recognition: The team feels seen, valued, and equipped – not just by their employer, but by the technology partner they work with.
“You get excited when one of the team says, ‘I just learned to do this and it worked!’ It’s fun, and it makes it easier when things are fun. That’s what Re-Leased has brought to our jobs.”
