Case Study: InFocus and Re-Leased
How InFocus Levels Up Efficiency and Team Confidence with Re-Leased
InFocus Commercial Real Estate is a dynamic Commercial & Industrial Sales, Leasing and Asset Management Business based in Penrith, Western Sydney. InFocus is a small team that oversees a diverse portfolio of nearly 300 properties and more than 500 tenancies, spanning office, retail, commercial, and industrial assets. Their mission is to deliver high-level service to owners and tenants, continuously looking for ways to elevate client experience while maintaining operational excellence.
Mikaliha Harris | Head of Asset Management
The Challenge: Outgrowing Manual Processes and Legacy Software
As InFocus expanded, their existing systems, legacy software, spreadsheets, and manual checklists, struggled to keep up with the demands of a modern, mixed-use portfolio. The team faced several obstacles:
- Cumbersome, error-prone workflows: Essential tasks like data entry, rent reviews, and reconciliations required numerous manual steps, leading to errors and inconsistent results
- Limited visibility and control: Information was scattered across multiple systems, making it difficult to track lease events and provide timely, accurate responses to clients
- Heavy administrative burden: End-of-month accounting and compliance tracking consumed hours, detracting from higher-value work and team morale.
- Scaling concerns: As the portfolio grew, maintaining their standard of service became unsustainable without a better system.
“Everything took 15 to 20 steps to do one task, which then took you two or three hours. It was just heavy on the manual entry and wasn’t as automated as you’d expect a software to be.”
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The Solution: Embracing Re-Leased for Modern, Connected Property Management
Recognising these challenges, InFocus set out to find a property management platform designed for the complexities of commercial real estate. After evaluating several options, Re-Leased stood out for its balance of automation, user-friendly design, and reliable support.
A key moment in the journey came when the team attended a Re-Leased Roadshow, keen to understand how AI could support proactive management during a period of limited staffing.
“We went to the roadshow wanting to learn more, I don’t even think the speaker got through his opening before I said, ‘Sign us up.’ You had me hook, line, and sinker.”
Key Implementation Steps:
- Transition from legacy software: InFocus moved from a desktop-based system with spreadsheets and checklists to Re-Leased’s cloud-based platform.
- Automated core processes: Features like automated bank reconciliations, rent reviews, and trust accounting reduced manual work and sped up routine tasks.
- Team onboarding and support: Close collaboration with Re-Leased’s onboarding team ensured a smooth transition, even under tight deadlines.
Results: Efficiency Gains, Team Confidence, and Stronger Client Relationships
With Re-Leased in place, InFocus experienced transformative improvements:
Dramatic Time Savings
End-of-month processing reduced from 2 to 3 hours to just 40 minutes, freeing the team to focus on higher-value work. Trust accounting is now streamlined end to end, with fewer checks and far less manual reconciliation.
“From start to finish and waiting for the reports to come through, 40 minutes. That’s a property manager’s dream.”
Enhanced Team Confidence and Morale
Live, centralised dashboards give the team instant visibility into all tenancy and property data. Team members can confidently answer client questions in real time without searching through files or reports.
“The biggest change is the team’s confident in what they’re doing and saying. It’s all on one screen, two clicks.”
A Game-Changer with Re-Leased Pay
Re-Leased Pay became a standout transformation, helping tenants stay on track and dramatically reducing arrears. By offering flexible payment options like credit card and set and forget direct debits, InFocus is actively making it easier for tenants to meet their obligations, and they’ve seen the relationship shift as a result.
“I have tenants who were always consistently in arrears now in advance. Owners ask, ‘What have you done?’ And I tell them, ‘It’s the system, it works for them now.’”
Giving tenants more choice and convenience has helped build trust and goodwill. Instead of feeling chased, tenants can see that the team is trying to support them and make payments simpler. It has improved cash flow and reduced the time spent chasing payments.
“It instantly notifies them if a payment fails, instead of us chasing for a week. They just submit the next payment. It’s been a huge game changer.”
Next-Level Accuracy and Compliance with Credia Plus AI
Credia Plus delivered immediate impact across the business, reducing administrative load and strengthening data accuracy.
AI-driven invoice extraction and lease validation significantly cut processing time and eliminated errors before they caused downstream issues.
Bulk uploads for compliance documents, once a major drain on the team, can now be completed in minutes.
“With Credia Plus, we went from two hours of data entry to 45 minutes. It checks the lease for us, errors are caught before they become a problem.”
The team also uses Credia to quickly interpret lease clauses, speeding up responses and reducing reliance on manual review of long agreements. This has helped them remain proactive and maintain their high management standards even during busy periods.
Human Perspective: A Supportive Partnership
Throughout their journey, InFocus emphasised the partnership and responsiveness from Re-Leased’s product and support teams.
“Everything we’ve implemented, onboarding, Re-Leased Pay, Credia, it’s all been a smooth transition. It hasn’t made me want to rip my hair out. With your support, we just keep getting better.”
Mikaliha also highlights how Re-Leased actively seeks and acts on customer feedback through conversations at live events, roadmap sessions, and initiatives like the Customer Love Sprint. Being able to share ideas, vote on improvements, and see them appear in the product reinforces that the platform is being built alongside customers, not in isolation.
“Re-Leased actually takes the feedback on. We can put ideas out there, vote on them, and you can see straight away what matters to property managers. It really feels like you’re building it for us.”
