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Why staff training is key to PropTech success

Tuesday 12 March 2019

When you recruit a new member of staff, training should always be a priority. So we spoke to Neil Cobbold, who is chief operating officer of PayProp UK, to discuss why investing in staff training is important for the future.

Beyond initial training, ongoing training can improve staff output and skills on a sustained basis, ultimately benefiting your business. In addition, staff should also be trained on new products or services, and PropTech is no exception.

The true cost of a PropTech service
The explosion of PropTech in recent years has sometimes led to a blurring of the lines when it comes to the true cost of a new service.

In a crowded market with many suppliers competing for agents' business, there’s been lots of advice aimed at helping agents choose the best PropTech for their needs – but not much focus on properly managing the implementation stage after that with effective training and support.

Managing a seamless transition
Some systems are complicated and involve significant change, which can distract staff from day-to-day operations if implementation is not managed properly.

That's why training is vital, as well as working with a supplier that facilitates a smooth transition process. A key element of this is making sure that training and support is costed correctly – ideally as an inclusive and unlimited offering, if you should take on new staff.

Proper onboarding improves utilisation
For a PropTech product or service to become an invaluable asset, your staff needs to understand and use it to its full potential.

Making sure your team gets to grips with it early on could stop bad habits developing and increase utilisation of a service, maximising value for money.

So when considering new suppliers, you'll need to scrutinise your supplier's track record concerning key post-implementation processes such as onboarding and continued customer support.

One way to monitor this is through an industry award scheme like the ESTAS, which places great importance on post-implementation customer support.

Focusing on your business needs
How long staff training will take and who needs to be trained is also very important, considering the pressures on your staff.

That's why it can be beneficial to work with a supplier that takes the specific needs of your business into account and supports your staff accordingly.

Ongoing training and support can be just as valuable
Just as vital as implementation training is ongoing training and support. Post-implementation training can help staff understand new and additional features and become more efficient at using tools to their maximum capability.

You’ll need to consider how long additional training and support is on offer for, and whether there are any extra costs.

Having regular meetings and training sessions with your suppliers will benefit your business and should be used as an opportunity to ask questions and provide feedback. Good suppliers use this feedback to improve their offerings and implement new, useful features which agents want and need.

So next time you're looking at the merits of a PropTech service, make sure you consider the crucial factors of implementation and post-implementation training as well as support availability and cost.