Customer Success Story: ACE Body Corporate Gold Coast South

How ACE Gold Coast South Grew Its Portfolio Substantially on a Platform It Trusts.

A boutique that runs closer to its clients than most

ACE Body Corporate Gold Coast South is a franchise of the national ACE Body Corporate Management network, owned and operated by Anna MacMaster since 2021. Based in Mermaid Beach and covering territories from Pimpama down to Coolangatta, the business is deliberately kept lean. Anna is directly involved in every committee relationship. Decisions don't need to travel up a management chain. Every client is known by name. Anna is herself an Accredited Strata Community Manager with two decades of property industry experience across legislation, compliance and education.

Since Anna took ownership, the portfolio has grown substantially, at a pace that would traditionally require significant team expansion. Growth has averaged more than 20% a year and has come entirely through word of mouth and repeat business, with no marketing spend. Client retention is close to perfect, with almost no client turnover since Anna took over.

What makes the growth notable is what has driven it. The team has stayed lean throughout. The additional workload has been absorbed by the platform rather than by new hires. For Anna, this is the operating model, and it rests on a level of confidence in Urbanise that has been built over years of daily use.

At a glance:

• Growth: Substantial portfolio growth since 2021, averaging more than 20% year on year

• Marketing spend: Zero, with all growth generated through word of mouth and repeat business

• Retention: Near perfect, with almost no client turnover since Anna took ownership

• Operating model: Portfolio expansion absorbed by the platform, not by proportional team expansion

• Automation: Levies, arrears, reminders and debt collection running end-to-end without manual intervention

• Business continuity: Team continued to operate and lodge insurance claims after severe weather events while other offices in the region were closed

  
  

"Without Urbanise, we'd need more admin support to keep up with the growth. Levies, arrears reminders, debt collection, financial reporting: the things that would take extra hands to do manually just run in the background. That frees us up to spend our time looking after clients, not processing paperwork." — Anna MacMaster, Owner, ACE Body Corporate Gold Coast South

Automation as the operational engine

The features Anna returns to first are the ones running quietly in the background. Levy issuance, arrears management, reminder workflows and debt collection are all automated inside Urbanise, and the office does not touch them unless something is genuinely unusual. Legal debt collection is only engaged at the fourth tier of reminders, and even then, it is pre-approved by committee resolution, so referral happens without a fresh round of admin.

Onboarding a new building follows the same pattern. When incoming schemes are already on Urbanise, the transfer is fast. The setup workflow itself is simple and logical, and Anna's team handles it in-house on all but the largest, most complex ledgers.

"It's set and forget. That's one of the huge features of the platform. We're not doing debt collection manually. We're not issuing levies manually. It just runs autonomously." — Anna MacMaster, Owner, ACE Body Corporate Gold Coast South

A system built on trust over years of daily use

For a business that competes in relationships and responsiveness, the platform has to be right first time, every time. Reports have to be correct. Committees have to see consistency across their statements. New clients must be confident that the numbers are accurate before they land.

After years of daily use, Anna's team has that confidence baked in. The recently released levy preview functionality has become a routine part of quality control on top of that, especially for special levies where the amounts involved run into thousands of dollars per lot, and for new buildings where a setup error would be visible to the committee immediately.

"It's so close to a faultless product. After years of daily use, we know we can rely on it. When we click approve on a budget, everything produces the way it should. We have trust in the system." — Anna MacMaster, Owner, ACE Body Corporate Gold Coast South

Downstream, the same reliability shows up in day-to-day client service. A committee member or lot owner calls with a query, and by the time the introduction is over, the team is already inside the record. Levy balance, work order status, invoice progress, committee approvals, communication preferences: all one navigation away. Most calls close on the first touch, without a callback.

"You just need a name or an address and you're already in there. You can see if they're financial, what work orders are open, or whether an invoice is with the committee. It saves so much time." — Anna MacMaster, Owner, ACE Body Corporate Gold Coast South

Urbanise is the source of truth

The relationship the team has with Urbanise is not just about efficiency. It is about confidence. Anna has tried other tools over the years, and the comparison has reinforced how much she relies on Urbanise being right, first time, every time. Everything else in the tech stack works around it.

"Urbanise is always going to be our source of truth. It's the one thing that's always going to be correct. When something interacts well with it, our lives get easier." — Anna MacMaster, Owner, ACE Body Corporate Gold Coast South

Business continuity is business as usual

When severe weather hits the Gold Coast, the office needs to respond immediately. That has been tested. During a tornado event that ran through the Northern Gold Coast, the team was already logging into Urbanise remotely and issuing work orders for damage reports as they came in. When a cyclone impacted the region more recently, the office had insurance claims lodged the day after impact while other offices in the region remained closed for a week.

"During the cyclone we had insurance claims lodged the day after impact, when other offices in the region were still shut. We had the phone diverted, the laptop open, and work orders flying out. It was easy." — Anna MacMaster, Owner, ACE Body Corporate Gold Coast South

Support built around strata expertise

The Urbanise platform is one part of the picture; the people behind it are the other. ACE Gold Coast South works closely with Urbanise's dedicated customer success team, which includes former strata professionals who understand the day-to-day realities of managing schemes. That combination of product depth and industry experience shows up in the pace and quality of support responses.

"Support responses are phenomenal now, often the same day. Having people in the support team who understand what strata management actually involves makes a real difference to how quickly things get resolved." — Anna MacMaster, Owner, ACE Body Corporate Gold Coast South

Looking ahead: healthy growth, quality clients, and an exciting roadmap

The next phase for ACE Gold Coast South is about the shape of the growth rather than the pace of it. Anna and the team are becoming more selective about which new schemes they take on, focusing on portfolio health, profitable client fit, and a manageable pace of work.

Urbanise remains central to how the business scales from here. The team has evaluated other platforms over the years and consistently returned to the same conclusion: nothing else brings together the automation, functionality, and support that Urbanise provides. What we are most excited about is what's coming next for us, and the future of Urbanise. The Urbanise roadmap continues to deliver new automation and AI capabilities that will strip more repetitive admin from the day-to-day, giving the team even more capacity to focus on client relationships and complex work.

“Having worked with other platforms, Urbanise is by far the best fit for ACE South Gold Coast. We genuinely value the platform and the way it supports our business.” — Anna MacMaster, Owner, ACE Body Corporate Gold Coast South

About Anna MacMaster

Anna MacMaster is an Accredited Strata Community Manager with more than two decades of property industry experience across legislation, compliance and education. She joined the ACE Gold Coast team in mid-2018 and became the owner of ACE Body Corporate Gold Coast South in 2021, later expanding into the Coolangatta territory.

About Urbanise

Urbanise.com Limited (ASX: UBN) is an Australian-headquartered software-as-a-service company providing cloud-based technology to the strata and facilities management sectors.

Through its two platforms, Urbanise Strata and Urbanise FM, Urbanise supports customers across Australasia, the Middle East, Europe and South Africa. Its technology helps strata and facilities managers improve customer service, reduce operational costs, access key business insights and manage their operations more effectively.

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