How Hamlet Helped WOTSO Grow from 15 to 30 Locations While Streamlining Operations Scaling a flexible workspace business from 15 locations to 30 is no small feat. The complexities of billing, member management, bookings, and operations multiply with every new site. WOTSO – one of Australia’s leading coworking and flexible space providers – faced these challenges head-on. With Hamlet as their operational backbone, they didn’t just expand; they refined their processes, increased revenue, and built a scalable foundation for future growth.
This case study explores how WOTSO partnered with Hamlet to streamline their operations, increase efficiency, and unlock new revenue opportunities – all while delivering a seamless experience to their members and staff.
The Challenges Before Hamlet Before partnering with Hamlet, WOTSO was facing serious growing pains. Managing operations across 15 locations had become a tangled web of manual processes and inefficient tools. Here’s what they were up against:
Manual, Labour-Intensive Billing Their accounting team relied on printed spreadsheets to manually check and reconcile billing each month. This slow, error-prone process required six full-time accountants just to stay afloat – managing tens of thousands of invoices by hand.
Booking Inefficiencies Double-booked meeting rooms were a common complaint, frustrating members and draining staff time to resolve avoidable issues.
Limited Online Functionality Selling meeting rooms or day passes? That had to be done manually. Their website didn’t allow for self-service bookings – which meant revenue was being left on the table every day.
Failed Technology Solutions WOTSO had already tried custom-built tools and an off-the-shelf alternative. Neither worked. The former was inflexible and costly; the latter didn’t understand how real flexspace operators work.
Fragmented Operations With no single source of truth, data was scattered across multiple systems. Reporting, lead management, and member comms were all disconnected – making daily operations clunky and hard to scale.
The Solution: A Partnership with Hamlet Enter Hamlet. Founded by operators who’d lived these problems first-hand, Hamlet was designed from the ground up for flexible workspace businesses – especially those in Australia and New Zealand.
From billing and bookings to CRM and reporting, Hamlet gave WOTSO the centralised platform they needed to take control of their operations and set the stage for national growth.
The Implementation: Phased Rollout for Maximum Success Rolling out new software across dozens of locations isn’t something you rush. Hamlet worked side-by-side with WOTSO’s team to implement the platform in careful, manageable phases.
Phased Deployment The rollout started with five locations – a test group for refining data imports, billing configurations, and training. Once the process was perfected, Hamlet onboarded three to four additional locations at a time until all sites were live. This approach allowed for real-time adjustments and minimal disruption to members or staff. Hands-On Training and Support Hamlet didn’t just hand over the platform – they joined WOTSO’s teams onsite and remotely to deliver personalised, practical training. Each location had access to direct support from Hamlet’s team – no overseas call centres, just local humans solving real problems. Tailored to WOTSO’s Needs WOTSO offers more than just desks. They needed support for storage, parking, and wellness spaces too. Hamlet adapted the platform to suit WOTSO’s unique product mix – making sure every space type could be managed, billed, and booked effortlessly.
Features That Drove Growth WOTSO didn’t just get a new tool – they got a powerful suite of features that transformed their business. Here’s what made the difference:
Automated Billing Hamlet’s billing engine delivered near-perfect accuracy (99%) across tens of thousands of transactions each month. Invoicing, credits, adjustments – all automated, synced, and mirrored with Xero in real-time. Result: WOTSO reduced their finance team from six to two people, freeing up time and slashing overheads. Live Resource Booking Members could now book meeting rooms, day passes, and hot desks in real time – no staff intervention required. This boosted conversion rates, unlocked passive revenue, and created a seamless digital experience for members. Centralised CRM Hamlet’s CRM gave WOTSO the tools to manage leads, quote prospects, and nurture relationships – all from one place. No more toggling between systems or losing leads to inbox black holes. Data-Driven Decision Making With Hamlet’s reporting dashboard, WOTSO could track occupancy trends, revenue breakdowns, and member behaviour. When data showed strong demand for meeting rooms, they quickly converted underutilised offices into bookable spaces – creating new revenue streams in days, not months. Improved Member and Staff Experience Members loved the intuitive platform and transparent billing. Staff – from front-of-house to finance – reported better workflows and fewer headaches. Operational and Financial Wins Since moving to Hamlet, WOTSO has experienced tangible benefits that go beyond software. Here’s how it’s impacted the bottom line:
Accuracy and Efficiency Billing errors are now a thing of the past. Hamlet ensures that invoices are timely, correct, and integrated with Xero – without human error.
Revenue Growth Self-service bookings and add-ons across locations have created new income streams, all without needing additional staff.
Team Productivity With admin tasks automated and centralised, WOTSO’s team can focus on what matters most – community building, retention, and growth.
Scalable Operations Expanding from 15 to 30 locations would have been a logistical nightmare without the right systems. Hamlet made it seamless.
The Results: Scaling Smarter with Hamlet WOTSO’s growth story isn’t just about opening new doors – it’s about doing it smarter, faster, and with less friction. The numbers speak for themselves:
50% reduction in HR overheads by automating billing and streamlining operations.10x improvement in billing efficiency – what used to take hours now takes minutes.Increased revenue thanks to better conversion, smarter resourcing, and online booking.Stronger insights from real-time data on what members want and how to deliver it.Why Hamlet Works for Multi-Site Operators Hamlet isn’t just a billing tool or a booking platform – it’s the operating system for flexible workspaces that want to grow with confidence.
With features tailored for flexspaces, support from a local team who gets it , and proven results across dozens of sites, Hamlet is built for ambitious operators.
If you’re looking to reduce admin, increase revenue, and scale without the stress – it might be time to see what Hamlet can do for your space.
👉 Ready to see Hamlet in action? Book a demo now.
