From ropes to drones: how innovation transformed a family business

The idea that changed everything

In 2010, Mark Smith was nearly two decades into a career spent working on ropes when he made a connection that changed the game.

He’d been manually working his way up and down buildings since 1993, so when he noticed a certain technology being used in other fields, he saw the opportunity at hand. 
 
“Motorised rope ascenders were initially used in military operations and rescue operations,” said his daughter, Carmen Khung-Smith, office manager at CPR Facade Upgrade Specialists.

“But my dad had the idea to use it on project sites.”

The technology helped workers move around buildings more efficiently, but Khung-Smith said it also sparked a much bigger shift in thinking.

“The innovation really started there,” she said. “From that point, my dad thought, that's one way we can improve our systems and there must be hundreds of other ways.” 

That mindset still shapes the business today.

Finding better ways to work

What began as a rope-access business has evolved into a team of facade technicians, engineers, architects and drone operators focused on inspecting, repairing and maintaining buildings.

The business now operates across three key areas — inspecting and scoping property facades to identify defects, carrying out remediation works, and providing maintenance and aftercare services. 
 
“All of our tradespeople and our equipment is moved using rope instead of scaffolding,” Khung-Smith said. “We like to say we're gentle on buildings and the people who live and work inside of them.”

For building owners and residents, that can mean less disruption during projects for those living and working inside.

Following the introduction of motorised rope ascenders, Smith went on to develop the SkyPod workstation — a fully mobile and independent workstation designed to operate at height.

For Khung-Smith, that willingness to challenge established ways of working remains one of the company's defining characteristics. 

“It's a very kind of old school industry that hasn't seen a lot of innovation and tools or processes,” she said.

“Our team, especially led by my dad, he's working on new products and new processes to increase work efficiency.”

Seeing buildings differently

That focus on improvement now extends beyond how workers access buildings to how buildings are inspected and managed.

“We use drones to collect photos and videos of every single defect,” Khung-Smith said.

“Then we're able to quantify that and scope it. It makes it a really pinpoint accurate assessment of a building, which is something we haven't seen in the industry.” 

The drone-based service, known as Facade Intelligence, allows CPR to create detailed assessments of building facades before work begins.

For customers, that means fewer surprises.

“Starting with a really up close and precise inspection is key for us,” Khung-Smith said.

“It allows us to avoid under-scoping, or over-scoping a project which leads to blown out timelines and budget changes for clients.” 

Why innovation matters

CPR's story is one example of how Australian businesses are using innovation to solve practical problems and improve productivity.

Commonwealth Bank Group Executive, Business Banking, Mike Vacy-Lyle said innovation often isn't about breakthrough inventions.

“Businesses are resilient. Australian businesses are remarkably resilient,” he said.

“Innovation to me is finding a way when things get tough, making things happen in a market that has a lot of challenges facing it.”

He said innovation is particularly important as businesses manage rising costs and a challenging operating environment.

“I think it's absolutely critical that right now businesses are improving their margins, managing their cost base, becoming more productive, and innovation helps them do that.”

Celebrating Australian innovators

Businesses like CPR are among the innovators Commonwealth Bank hopes to recognise through the CommBank Innovation initiative.

Vacy-Lyle said the program is designed to showcase entrepreneurs and businesses that are finding new ways to improve products, services and productivity.

“We really need to make heroes out of innovators,” he said. 

More than an awards program, CommBank Business Innovation is designed to help businesses refine and showcase their ideas. Entrants will present their business case to a panel of judges, connect with other entrepreneurs and gain access to education, mentoring and development opportunities. The program aims to celebrate innovation while helping businesses build the skills, confidence and networks needed to take the next step.

How to enter

CommBank Innovation is open to Australian businesses across all industries.

Businesses do not need to be CommBank customers to enter.

“At CommBank we are backing innovation because we know that innovation benefits society through improving productivity levels,” Vacy-Lyle said. 

“We are backing innovation across Australia and across the economy.”

Entries can be submitted through the CommBank Innovation website.