Prime Property Management, a leading residential leasehold managing agent in London and the Southeast, oversees complex portfolios ranging from small unit blocks to massive 350-unit developments. To support a team of 100 across two regional offices, the business requires absolute operational precision. As Head of Operations, Molly has been instrumental in modernizing the firm's internal knowledge sharing and streamlining core processes. By implementing Waybook as their "Company Intranet," Prime Property Management has achieved a 90% utilization rate, ensuring that their "single source of truth" is always just a click away for every team member.
As Prime Property Management continued to expand, their original cloud storage setup - which served the team well in its early stages - began to reach its natural limit for a rapidly growing, high-performance organization.
The team previously relied on Google Drive to house company policies and procedures. However, as the volume of documentation grew, navigating multiple folders became increasingly time-consuming. With various versions of documents existing in different areas, it was becoming a challenge for the team to quickly identify the most current procedure, occasionally leading to inconsistencies in how files were saved or managed.
Because information was not always instantly accessible through standard search functions, team members often needed to consult their managers for guidance. This created a cycle of internal questions that, while supportive, took up valuable time for leadership. Managers found themselves frequently redirecting the team to information, highlighting a need for a more self-service approach to knowledge.
In the highly regulated world of property management—where fire safety and legislative compliance are non-negotiable—having a high degree of certainty in documentation is essential. To maintain their high standards, the business identified a need for a system that ensured new team members could confidently access the latest safety protocols without relying solely on manual, one-to-one training.
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"The challenges we were facing before we had Waybook involved ensuring everyone followed the right policies and procedures. It was difficult to keep everything organized in a way that people felt 100% confident in what they were following."
Molly recognized the opportunity to level-up the business by creating a centralized, professional knowledge base designed to provide instant answers to the front-line team.
Prime Property Management transitioned all critical knowledge into Waybook, creating a structured library categorized by internal team policies, company-facing protocols, and fire safety. Unlike the previous system, edit access is restricted to Directors and Ops leads, ensuring that once a policy is published, the team knows it is the definitive version.
The team now utilizes Waybook’s search function as their primary tool. For team members on the front line or taking calls, information is no longer buried in folders. Whether they need a specific fire safety protocol or need to identify a property manager's location, the search bar provides the answer instantly.
To move beyond static documents, Molly utilized Waybook’s engagement features, including call-out boxes, embedded Loom videos, and quizzes. This allows the business to not only share information but to verify team understanding, especially when legislative changes require the team to review updated materials.
"Now we’ve got Waybook, it’s all broken down in the library into sections. Everyone knows that is where you should be going - check Waybook - and you can guarantee that that is what you should be following."
The rollout at Prime Property Management focused on setting the team up for success. Molly built a comprehensive library before the launch to ensure immediate value. She conducted live demonstrations for each department on big screens and transitioned information out of the old drive to encourage the team to adopt Waybook as their primary resource. This "Waybook-first" approach was fully supported by the management team.
"To make the rollout successful, I made sure I had a really solid library in there before we rolled it out. I actually started to remove documents from Google Drive... so if they needed to get that information, they had to go to Waybook."
Since implementing Waybook, Prime Property Management has experienced a significant shift toward a more agile and informed workforce.
The team has achieved a high adoption rate, with Waybook becoming a permanent, helpful fixture on every team member's desktop throughout the day.
By centralizing editing permissions, the business has ensured that every team member is working from the same, most up-to-date procedures.
By using "News" and notification features, the business has moved away from "all-team" emails, keeping company updates centralized and easy to find.
Front-line team members can now identify internal structures and specific property details in seconds, enhancing the speed of their service.
"The business value is efficiency. It’s getting stuff done quicker. That’s one of our company values: 'Get stuff done.' Using Waybook enables people to do everything quicker."
The impact of Waybook at Prime Property Management has transformed their internal culture; it has become their "Company Intranet." It has empowered managers to focus on growth while the team has the autonomy to find answers themselves. When questions arise, the team now naturally looks to Waybook as their first port of call.
"Waybook is really our single source of truth. Everything that team members need to know and use within the company is sitting in Waybook."
As Prime Property Management continues its growth journey, Molly plans to further empower department heads to manage their own specialized sections while maintaining brand consistency. The goal is to keep Waybook as the centralized hub that ensures the business remains innovative and at the forefront of the industry.
"That single source of truth has really helped us and we just want to build it out more and be more sort of innovative and streamlined with how we're doing things as a business."
By evolving from traditional shared drives to a structured, searchable knowledge base, Prime Property Management has leveled-up its internal operations. Waybook has provided the 100-strong team with the clarity they need to live out their company value of "getting stuff done" with total confidence.
