CIO50 Australia 2024: Warren Havemann, Aveo

Name: Warren Havemann
Title: Chief Information Officer
Company: Aveo
Commenced role: December 2021
Reporting line: Chief Executive Officer
Member of the executive team: Yes
Technology Function: 40 staff, seven direct reports
 
Warren Havemann joined Aveo, Australia’s second-largest retirement living operator, in December 2021 to drive a critical transformation of its inefficient IT systems and re-establish an effective technological environment. His leadership laid the foundation for sustainable innovation, positioning Aveo as a leader in tech excellence in the retirement sector, while delivering substantial value.
 
Upon arrival, Havemann quickly assessed Aveo’s core pain points and developed a strategic short-term remediation plan to address immediate business challenges. He then crafted a comprehensive digital data and technology strategy, securing $20 million in funding over four years to execute it. He rebuilt Aveo’s digital data and technology team, reshaped the operating model, and fostered a culture committed to delivering the strategy’s objectives.
 
His approach was deeply person-centric, focusing on user experience-led integration of critical systems to ensure a seamless, cohesive customer journey from lead generation to post-purchase services. A major highlight of the transformation was the integration of three sophisticated new systems:
 
1. A state-of-the-art CRM system that manages the customer lifecycle end-to-end, integrated with platforms such as Agent Box, RealEstate.com, Domain, and Facebook to manage property conveyancing and settlements securely.
2. A redesigned web portal.
3. An integrated call centre system.
 
These changes streamlined marketing, sales, service, and administration processes, delivering value across multiple dimensions.
 
Highlights of Aveo’s transformation
 
Unified customer experience : Customers now experience a seamless journey through the sales cycle, with synchronised data across multiple systems ensuring timely, personalised, and consistent service.
  
Advanced analytics and insights: By merging data from the CRM, website, and call centre, Aveo unlocked powerful analytics that allowed it to refine marketing strategies, personalise interactions, and optimise resource allocation—leading to increased leads and sales conversions.
 
Operational efficiency: Automating data flows and eliminating manual data entry reduced Aveo’s cost per lead by 28 per cent within the first year.
 
Scalability and future-readiness: The scalable design and evergreen, agile development strategy ensure Aveo is well-prepared for future growth and tech advancements.
 
The transformation initiatives extended to both resident and internal systems, with notable improvements including a new personal emergency alarm system, a modernised home internet strategy, and significant upgrades to internal systems like an Azure-based data warehouse and a cloud-based zero-trust architecture. These advancements have not only improved Aveo’s operational performance but also enhanced its cybersecurity and disaster preparedness.
 
Value delivered to the organisation
 
Some of the highlights of the value delivered to the organisation though this transformation include:
 
– Increased lead conversion by 51 per cent within 12 months, reduced the cost per lead by 28 per cent, and boosted Net Promoter Score (NPS) from 27.8 in 2022 to 49.59 in 2023.
–  Improved operational efficiency through invoice automation, clearing a backlog of 1600 invoices, and reducing accounts payable staff by two-thirds.
– Strengthened cybersecurity with a 62 per cent improvement in Aveo’s Cybersecurity Maturity Model Integration (CMMI) rating.
– Enhanced employee engagement through collaboration, a DevOps culture, and a zero-tolerance policy for blame within the IT team.
 
Aveo’s Chief Executive Officer Tony Randello says Havemann was instrumental in driving change at the organisation. “Warren brings tenacity, intensity, and personality to a role that requires a complete transformation of IT infrastructure. He has never lost sight of his customers—both residents and business units—and has been personally involved in every project. He’s been more than a leader—he’s been a true sponsor of our transformation.”