How do you scale property development to 1,500+ apartments without scaling your headcount at the same rate?

In this episode, we sit down with Peter, Head of IT at Billbergia, to unpack how a leading Australian property developer is using AI to transform defect management, improve customer experience, and drive measurable ROI through the First Focus AI Investment Fund Initiative Billbergia’s customer lifecycle can span up to 10 years — from first sales engagement through to the six-year defect liability period.

When a building launches, hundreds of residents move in at once, triggering a surge of defect tickets. The challenge? Triage them quickly, accurately, and without increasing admin overhead.Instead of starting with high-risk sales automation, Billbergia focused on backend AI-driven defect triage to prove value fast In this conversation, we explore:

- Why backend AI can be the smartest first step

- How AI triages defect tickets and routes them automatically

- The role of human-in-the-loop validation

- Leveraging 10 years of defect photos and data

- Measuring ROI through FTE efficiency and scalability

- Why adoption risk is lower than you think

If you're exploring AI in construction, property development, or any high-volume service environment, this is a practical blueprint for implementation.

⏱ Key Chapters

00:00 – Introduction to Billbergia & The Growth ChallengePrivately owned developer scaling high-density projects across Sydney and Brisbane

02:00 – The 10-Year Customer Lifecycle ProblemWhy fragmented systems and manual processes create friction

05:00 – Why Start with Backend AI (Not Sales)Proving ROI quickly through defect and liability automation

06:30 – AI Defect Triage in ActionRouting tickets, filtering non-defects, integrating booking systems

08:00 – Quantifying ROI: Headcount vs ScalabilityHandling greater ticket volumes without linear FTE growth

09:30 – Image Recognition & 10 Years of DataTraining models using historical defect photos

15:00 – Human-in-the-Loop & Continuous Improvement Accuracy safeguards and building a long-term AI knowledge asset

If you're all-in on AI — or soon will be — this episode demonstrates how to move from experimentation to operational impact.

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In this episode, Nandita from Lipman Burgon & Partners, a private wealth advisory firm serving ultra high net worth clients, shares how they’re transforming their investment due diligence process using AI

.Lipman Burgon & Partners were selected as one of the winners of the First Focus AI Investment Fund initiative, with this project being supported and delivered in partnership with First Focus. Together, we’re building a human-in-the-loop, Azure-based solution designed for accuracy, governance, and measurable ROI.

By using AI to ingest, collate and summarise large volumes of factual investment information, the team expects to:

- Significantly reduce due diligence turnaround times

- Increase coverage of fund managers and investment opportunities

- Enable analysts to focus on higher-value evaluation and decision-making

- Deliver projected efficiency savings of more than $100,000 per year

KEY CHAPTERS:

0:00 – Introducing Lipman Burgon & PartnersOverview of the firm and why rigorous investment due diligence is central to their value proposition

.1:26 – The Due Diligence Challenge (2–4 Weeks per Investment)Breaking down the current process: high-level screening, deep dive analysis, and reviewing hundreds of pages of reports.

3:01 – Quantifying ROI: From Weeks to Cost Savings. How they calculated the potential efficiency gains and projected $100K+ annual savings.

4:46 – Scale & Leverage: What AI Actually Improves. How AI enables broader coverage, deeper analysis, and better decision-making — without increasing headcount.

6:01 – The Technology Stack: Azure, Copilot & Human-in-the-Loop Controls. Why governance and experienced analysts remain critical in high-stakes financial decisions.

15:22 – Driving Adoption: Co-Designing with the Investment Team. How empowering end users from day one improves buy-in and practical implementation.

17:21 – Measuring Accuracy, Managing Risk & Knowing When to Pivot. Handling the “80% problem,” avoiding hallucinations, and defining clear success milestones.

AI projects don't just finish when the initial build is delivered. That's why we created CORE.

CORE is our managed AI and automation service, designed to help organisations go beyond traditional IT and turn AI initiatives like these into long‑term productivity engines.

Learn more about CORE here: https://firstfocus.com.au/core

In this episode, Brendan Ritchie sits down with Ross Sardi to unveil our new service offering 'CORE' and unpack how managed services need to evolve as businesses go all-in on AI, automation, data governance, and security.Rather than bolting AI onto old infrastructure-led MSP models, this conversation flips the thinking completely, starting from a clean slate and designing managed services around outcomes, ROI, and real business enablement.- Why traditional MSP models are no longer fit for purpose- What “AI-first managed services” actually mean in practice- The role of data governance, security, and compliance in AI adoption- How automation and AI should reduce effort, not add complexity- Why enablement and training matter more than tools- How to turn your technology spend into a revenue driver, not just risk mitigation- What businesses need to do to ensure ROI from AI platforms and LLMs- What our CORE offering entails

We’ve just completed our 14th MSP acquisition, with more already in motion!In this episode of M&A Focus, Brendan and Ross discuss the exact playbook we use to ensure two things happen every time we acquire a business:- The people who join us feel respected, supported, and excited about the future, and- The customers we inherit become 10/10 fans within six months of integration.Get the real conversations, lessons learned, and the behind-the-scenes mechanics of making acquisitions work for humans and for business outcomes.We cover the staff experience, customer expectations, cultural alignment, the pod model, the integration timeline, and how we communicate through a period where people often feel the most uncertainty.If you're growing through acquisition, or preparing to be acquired, this is your playbook.🔖 Chapters00:00 – Why We Bought This MSP: Staff + Customer FitWhy cultural fit and ICP alignment are the real reasons behind every acquisition — and how that shapes the entire transition.02:34 – Supporting Staff Through an AcquisitionHow we help employees who didn’t choose us understand who we are, where we’re going, and why they matter. Respect, clarity, and real career opportunity.06:40 – Customer Reactions & Reducing UncertaintyWhat customers worry about on Day 1, how we communicate when communication is limited, and why many end up relieved they now have access to bigger capability.10:55 – The Pod Delivery Model ExplainedHow we keep the “small MSP feel” while providing big-MSP resources — and why pod GMs are critical for client experience and stability.14:17 – Events, Connection & Culture After a SaleHow we use shared learning, in-person events, and community to help staff and customers feel part of the broader First Focus family.16:50 – The 6-Month Integration RoadmapA peek into our dedicated integration team, tool cutovers, communication cadence, and how we ensure every customer is fully transitioned and supported.

In this episode of M&A Focus, Brendan Ritchie and RossSardi break down the real technology, cybersecurity, culture, and integration risks that determine whether an acquisition creates value or becomes a costly mistake. Drawing on experience across 14+ acquisitions, Ross explains what tolook for in tech due diligence, how to manage post-acquisition integration, and how to decide between single-brand vs multi-brand strategy after buying acompany.

🔎 Key Topics:

- What to check in technology due diligence (tech stackmaturity, licensing risks, security posture)

- The biggest cybersecurity risks during M&A and how toavoid breaches during the transition period

- How to identify deal-changing red flags before you buy abusiness - How post-merger integration works (systems, people, security, data,processes)

- When to keep an acquired company’s brand vs when tocollapse everything into one

- Why every business becomes a technology business inM&A, whether you like it or not

⏱️ Key Chapters:

00:00 — Why We’re Seeing So Much M&A Activity Right NowBrendan & Ross unpack the spike in buying and selling across the market andwhy tech sits at the centre of every deal, regardless of industry.

05:12 — The Tech & Security Due Diligence Playbook Whatexperienced buyers actually look for: stack maturity, licensing issues, hiddenrisks, and the mindset needed to protect price and future integration.

12:40 — Integration Risks: The Overlap Period No One TalksAbout Why the post-acquisition “bridge period” is one of the highest-riskwindows for breaches and how to mitigate it even if you can’t log into everysystem during DD.

21:18 — One Brand or Many? How to Decide Post-AcquisitionStrategy Ross shares real lessons from running multiple brands vs. unifyingeverything under one banner and why clarity beats confusion every time.

MSP and business owners are selling at a rate we haven’t seen in years, but not for the reasons you might think.In this episode, Ross Sardi and Brendan Ritchie break down the real factors driving the surge in exit conversations: generational fatigue, economic pressure, AI-driven change, customer expectations, valuation trends, and the growing awareness that selling is no longer a last resort, but also a strategic move.Whether you’re planning to sell, scale, or simply survive the next wave of industry transformation, this conversation gives you the clarity you need.Grounded in real acquisition experience and market insights, we explore what’s changed in the past 6–12 months, why more owners are initiating conversations themselves, and how to think about timing your exit for maximum value.KEY CHAPTERS:00:00 – Why So Many Owners Are Exploring an Exit NowIncreased inquiries, inbound sellers, and the shift in owner behaviour.02:30 – The Generational Wave: 15–20 Years of FatigueWhy long-term owners are hitting a natural transition point.05:10 – The Capacity Ceiling: When Your Business Maxes OutWhat happens when the owner is the linchpin and the team is at full load.07:40 – AI, Automation & The New Business ModelWhy the next era demands reinvention and why some owners would rather exit.10:45 – What This Means for Your Business StrategyHow to think about selling, staying, reinvesting, or restructuring.

In this final episode of the Finance Focus series, Ross Sardi (CEO, First Focus) and Jarrod Morris (Founder & CEO, Bolden) explore what finance looks like in the age of artificial intelligence.From automation and analytics to hiring the next generation of finance leaders, this discussion explores how AI and robotic process automation (RPA) are changing everything and what that means for finance teams, executives, and businesses of every size.Discover how AI is removing manual processes, enhancing data analysis, reshaping the CFO role, and even democratising app development through low-code and “vibe coding.”Whether you’re a finance professional, business leader, or curious about how AI is impacting corporate strategy, this episode will give you a grounded yet forward-thinking view of what’s next for finance in 2025 and beyond.KEY CHAPTERS:00:00 – Welcome to Episode 5: Finance in the Age of AIThe hosts introduce the series finale and outline the focus on AI’s impact on financial processes and leadership.01:00 – AI + RPA: Automating the Manual Finance WorkloadHow AI and robotic process automation are revolutionising repetitive tasks and freeing finance to focus on strategic value.04:00 – From Automation to Intelligence: Data and Analytics in FinanceWhy AI-driven analytics are transforming decision-making and the risks of relying on bad data.06:45 – Garbage In, Garbage Out: Ensuring Data QualityHow businesses can build reliable datasets and use AI to improve reconciliation, reporting, and accuracy.10:00 – Does the Data Make Sense? Context Is EverythingFinance’s evolving role in providing insight, validation, and strategic context to AI-generated outputs.14:00 – The Future of Finance Leadership: Enabler, Not GatekeeperHow AI is democratising financial knowledge and transforming the CFO from controller to collaborator.20:00 – Hiring in the Age of AI: Curiosity Over CredentialsThe new must-have traits for finance professionals (curiosity, adaptability, and problem-solving) and the rise of fractional CFO models.29:00 – Redefining Success: How to Measure CFO Impact in 2025Why performance metrics for finance leaders should focus on execution, innovation, and technology enablement.30:30 – Building Bespoke Finance Tools: The Power of “Vibe Coding”How AI is empowering non-technical leaders to create custom financial tools and the risks of shadow IT.39:00 – Final Thoughts: Finance as the Central Nervous System of BusinessRoss and Jared reflect on finance’s dual role in shaping and being shaped by technology and the importance of continuous learning in AI.

In this episode of Finance Focus, Brendan Ritchie sits down with Ross Sardi and Jarrod Morris to unpack one of the most overlooked parts of digital transformation: adoption.You’ve invested in technology, built the business case, and forecasted the returns… but what happens if your people don’t use it?Explore how adoption rates multiply ROI, why executive sponsorship is essential, and how to turn resistors into advocates.🔥 You’ll learn:- Why ROI × Adoption Rate = Actual ROI — and how to boost both- How to identify and engage “constructive resistors” in your team- The role of leadership in modelling adoption (“a fish stinks from its head”)- Why zero-based budgeting and continuous improvement matter for long-term ROIIf you’re a CFO, technology leader, or finance professional navigating digital transformation, this conversation will help you turn tools into outcomes and make every dollar deliver.Chapters: 0:35 – Why adoption is the multiplier for ROI1:30 – Measuring and respecting adoption metrics3:00 – Internal vs external adoption (staff & customers)5:00 – Changing behaviour and onboarding momentum6:00 – Involving users early in discovery7:00 – Executive sponsorship and leading by example8:30 – The Technology Acceptance Model explained9:40 – The psychology of adoption and the power of “why”11:20 – Dealing with resistors and driving cultural alignment13:30 – Turning resistors into champions15:00 – Avoiding perfection paralysis: solving for 80%16:30 – Continuous improvement and zero-based budgeting18:00 – Wrapping up: adoption as a mindset

In this episode of Finance Focus, host Brendan Ritchie is joined by Ross Sardi (CEO, First Focus) and Jared Morris (CEO & Founder, Balden) to unpack one of the biggest challenges facing modern finance teams — choosing the right technology stack.Together they explore why so many Australian businesses are frustrated with legacy ERPs, what’s driving the shift to modular, cloud-based finance tools, and how to build a curated, best-in-class tech stack that keeps your data accurate, decisions fast, and teams happy.💬 Key discussion points:- Why most ERPs create more problems than they solve- The real cost of manual processes and disconnected tools- How process mapping can transform your finance operations- What an ideal modern finance stack looks like (and the tools behind it)- The importance of single-source data entry for real-time reporting- How Australian mid-market businesses can build smarter, scalable finance systems📈 Whether you’re a CFO, COO, or finance leader in a growing Australian organisation, this episode will help you modernise your finance systems.🕒 Key Chapters0:00 Intro – Welcome to Finance Focus: Building the Right Finance Tech Stack0:35 The Problem with Current Finance Tools – Frustration, manual work, and gut feel decisions1:45 No Single Source of Truth = Slow or Bad Decisions – Why data trust is everything3:50 The ERP Headache – Why so many businesses are ditching legacy systems6:20 The Shift to Best-in-Class Apps and APIs – From all-in-one to curated stacks10:30 Mapping Processes Before Tech Decisions – The key to building a fit-for-purpose stack13:45 Real-World Example: Xero, Unleashed, Lightspeed, Shopify + Causal16:10 Avoiding App Bloat and Driving Adoption – Designing systems around people18:50 Wrap-Up – Finance Tech That Empowers Better Decisions

Most businesses know they need to invest in technology, but few can actually prove the return.In this episode of Finance Focus, Ross Sardi (CEO, First Focus) and Jarrod Morris (CEO, Bolden) sit down with host Brendan Ritchie to break down the ROI gap: why so many technology and AI projects fail to deliver results, and what smart Australian businesses can do differently.💡 Learn how to connect every tech project to your profit and loss (P&L), measure success quarterly, and avoid falling for the vendor ROI mirage.If you’re a CFO, CEO, or business leader wondering whether your technology spend is really paying off then this episode is for you.🔍 What You’ll Learn- The real reason most tech and digital transformation projects fail- How to map technology investments directly to ROI- Why adoption metrics matter more than early results- How to set realistic ROI timelines (and when to walk away)- The five key ROI drivers: efficiency, revenue, quality, productivity, and risk- How to spot inflated vendor claims and avoid the “ROI mirage”- Real-world examples of AI ROI done right👉 Connect with us on LinkedIn: https://www.linkedin.com/company/first-focus-it👍 Like this video, subscribe, and hit the bell so you never miss an update!