92%
resolved on the first call
Ninety-two percent of cases are closed on the first contact, on the phone. Not triaged, not escalated, not passed to a level. Fixed.
for
ICT support, security, and what comes next
Prepared for Monarch Realty
Where things sit today, what we would change first, what it costs, and where this goes once the basics are boring.
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The short version
Three parts, one aim
Fix support, so IT stops costing your people time. Train them, so one bad click does not cost you a settlement.
Then point AI at the only two numbers that decide an office’s year: how many good agents you attract, and how many you keep.
Now
The problem is rarely the technology
Nothing here is exotic. The hardware works, the licences are paid, the email arrives.
What has gone wrong is the relationship around it: how support feels, how fast it moves, and who is in control when something breaks.
Now · the current reality
Where it hurts
- Bundled hours you cannot see the bottom of
- Support hours come bundled through Spark. Nobody can tell you what you used, what you did not, or what the unused ones were worth.
- Levels, not people
- Level 1 through 4 means your problem starts as a queue position. Every level in between is overhead you are paying for.
- No line of sight
- Projects arrive without a clear case for why they are needed or what they bought you when they are done.
- Over-engineered for the job
- IT feels more complicated than an office this size should need — and complexity you did not ask for is complexity you cannot audit.
- The cost feels heavy
- Not because any one invoice is large, but because it is hard to point at what this month bought you.
- Nobody has been trained
- The firewall is not where you will be attacked. Your people are, and they have been handed the tools and left to it.
The line under all of it
What is important to you does not feel important to them.
Bridge Point
Who we are
Hamilton-based, with a support team of ten, working with over 250 clients locally, nationally and internationally.
We run the whole stack — identity, Microsoft 365, devices, networks and security — and we build the automation and software that sits on top of it.
Bridge Point
Who we serve
- Businesses where downtime is money
- Transport, trades, professional services, property. Teams that are out of the office and on a phone more than they are at a desk.
- Offices that want one provider, not four
- Support, security and the software projects under one roof, so nothing falls down the gap between vendors.
- Regulated work, when it is called for
- Our subsidiary ClearMark advises the health sector on cyber security, getting organisations to CS-CMM level 2 as a minimum. That rigour is available to you without the overhead.
Bridge Point · the record
Two numbers we will be held to
100%
client retention, five years
Every client we have taken on in the last five years is still with us. Nobody is held in by a contract.
Part A
Fix the day job first
Before anything clever, support has to be fast and it has to be human. That is the first ninety days.
Then we take the repetitive half of IT administration and stop doing it by hand.
Part A · today
Change has to fight its way in
- Someone asks for something ordinary: a new agent starts Monday.
- It joins a queue, behind a process that has to be satisfied before anything can move.
- A person clicks it through Microsoft 365 by hand — account, licence, groups, mailbox, device.
- By the third follow-up it was easier not to have asked.
The friction is the message. When every small change is a battle, people stop asking for them — and IT quietly becomes the thing your office works around.
Part A · where we take it
Just ask for it, in plain words
- Anna types the request the way she would say it out loud.
- The assistant runs the onboarding you signed off — inside your tenant, through MCP and RPA.
- Every step is logged against her name, with approvals where they matter.
- Minutes, at 9pm, the same way every time.
The same chat window your people already use at home. The policy stays yours; the clicking stops being anybody’s job.
Add a new agent — Monday start, Papamoa office.
On it. Running the onboarding you signed off:
- Account createda.taylor@harcourts.co.nz
- Licence assignedBusiness Premium
- Groups and sharesPapamoa · Sales
- Mailbox and signaturefrom the office template
- Device enrolled, MFA enforcedready Monday 8am
2m 14s · logged against Anna · nothing left to chase
Part A · what changes
What that buys you
- Minutes, not days
- Onboarding, offboarding, licence changes and permissions run the moment they are asked for.
- The same result every time
- The process is written down once, as code. No version of it depends on who was on shift.
- An audit trail by default
- Who asked, what ran, what changed. That is a security control as much as a convenience.
- Your people doing the work they are for
- The time saved goes back into property, not into clicking through admin screens.
Part A
The shape of the change
Today
Support is a queue you join.
Admin is done by hand, by whoever is free.
The keys to the kingdom sit with the provider.
With Bridge Point
Support is a phone call that gets answered and usually ends it.
Routine admin runs itself, under rules you have signed off.
Your tenant, your licences, your data. We are easy to leave, so you will not want to.
Part B
The real attack vector is not your firewall
It is social engineering — the industry’s term for getting people to click dodgy links. In real estate it arrives as a convincing email about a settlement, to someone in a hurry, on a phone.
No firewall helps there. Training does, and it is the cheapest control you can buy.
Part B · why it matters
Where breaches actually start
60%
of breaches involve a person
Someone clicks, approves or hands over a credential. Every piece of technology around them worked exactly as designed.
Verizon Data Breach Investigations Report, 2025
$9
per person, per month
Risk Sense, the training we would put in first. The cheapest line on your security budget, and the one that moves the needle most.
Part B · Risk Sense
How the training actually runs
- Phishing simulation
- Real-looking emails aimed at your world — trust accounts, settlement dates, listing portals — to see who clicks.
- Contextual training when they do
- The lesson lands on the person who needed it, while it is fresh. Delivered chat-style, in a couple of minutes, not as an assembly.
- Reporting you can act on
- First-class management reporting: you know who is a risk, and you can watch the click rate by office trend down.
- Built for New Zealand
- Fully customised for NZ — the scams your people will actually see, not American examples with the wrong spelling.
Part C
The two numbers AI should be pointed at
An office’s year is decided by how many good agents it attracts and how many it keeps. Everything else is downstream of those two numbers.
So we do not start with the technology. We start by asking what would make a good agent join you, and what makes a good agent take the call from someone else.
Part C · where the value is
Attraction and retention
Attraction
What you can say in a recruitment conversation that nobody else in town can say yet.
“Your admin is done for you. Your listing paperwork, your appraisal pack and your vendor reports come back in minutes, not evenings.”
The agent you want is already choosing on tools and support, not just on split.
Retention
Agents rarely leave over one thing. They leave after a year of small frictions and a better offer arriving at the right moment.
Take the unpaid admin out of their week and the offer has to beat a job that is genuinely easier to do here.
Replacing a producing agent costs far more than keeping one. This is the cheapest retention spend you have.
Part C · an agent’s week
What we would take off them first
- Appraisal and listing prep
- Comparables, recent sales and the first draft of the appraisal pack, assembled before they sit down to write it.
- Listing paperwork
- Agency agreements, compliance fields and portal uploads filled from what was already entered once.
- Marketing copy, first draft
- Listing text in the office’s voice, ready to be edited rather than started from nothing at 9pm.
- Vendor reporting
- The weekly update vendors judge you on, written from the real numbers and sent without being chased.
- Database follow-up
- The past client and appraisal pipeline nobody has time to work. This is where the next listing already is.
Part C
Bigger than the internet was
The agencies that moved early onto the web did not win because the website was good. They won because they were two years ahead while everyone else argued about it.
This is the same shape of change, happening faster. The advantage goes to whoever starts building the habit now — and the agents worth having can tell which office has.
Part C · how we work
Co-design, in practice
- A half day with the people doing the job
- Agents, PAs, admin. We watch the real workflow rather than the one in the manual.
- Pick two, build small
- Two processes, working inside your tenant within weeks, measured against the hours they were costing.
- Keep what works
- What earns its keep gets rolled out across the offices. What does not gets killed without ceremony.
Pricing
A zero hour contract
No bundled block of hours to guess at, and no levels to pay for. A monthly price per seat for the things that run every day, and an hourly rate for the work you actually ask us to do.
If we are efficient, you pay less. That is the right way round, and it is the part of this proposal we are most comfortable being judged on.
Pricing · monthly
What it costs to run
Head office · 35 seats
DescriptionUnit / monthQtyTotal
MSPincludes anti-virus$2935$1,015
Risk Sensesecurity awareness training$935$315
Microsoft 365 backup$1535$525
Microsoft 365 licensingdepends on CAL type$24.5735$859.95
DNSapproximate$251$25
Total per month$2,739.95
Per agent
DescriptionUnit / month
MSPincludes anti-virus$29
Risk Sense$9
Microsoft 365 backup$15
Per agent, per month$53.00
- All pricing excludes GST.
- Agents are added and removed month by month — the office only carries who it has.
Pricing · labour
And when you need hands
Zero hour contract rates
DescriptionMinimumRate
Support½ hour$165
Network design and engineering½ hour$200
After hours1 hour$265
- All pricing excludes GST.
- Final pricing will need sight of your existing billing and admin access.
- Router management, patching and monitoring still to be scoped — we need more detail.
- Supplied under Bridge Point terms and conditions, with a minimum CPI-based increase annually.
- Payment terms are the 20th of the month following, with the 15th for final enquiry.
- Our standard terms and an account application form will need to be signed.
Next
From here
- Sign off to proceed
- Standard terms and an account application form, and we start. No lock-in beyond the month you are in.
- Audit Microsoft 365 and your backups
- The first thing we do is look properly at what you have, what it costs and where it is exposed. You keep the report either way.
- On site, at least half a day a week
- While we get to know you. Faces at the desk beat a ticket queue, and it is how we find the things nobody thought to mention.
Thank you
Ben Wilson · Director · Bridge Point
ben@bridgepoint.co.nz · 029 854 3951
Questions are the best part of this. Ask them now rather than later.