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Case study · Enterprise Solutions
A property advisory firm gave every agent one shared view of leads, clients and follow-ups.
The challenge
Agents at the firm kept leads in personal spreadsheets, phone contacts and chat threads. When an agent went on leave or left, their contacts went with them. Managers had no reliable way to see which enquiries were active.
Leads from listing portals, referrals and the website all arrived in different places. Replies were slow, duplicates were common and nobody knew which source brought good clients. A new tool would fail if agents felt it only added paperwork.
Our approach
We shadowed agents and managers to see how a lead moves from first enquiry to signed deal. We noted where information was lost and which steps felt like busywork.
We shaped the CRM around properties, clients and deals, with only the fields agents actually use. Fewer fields meant better data and less resistance.
We set up the CRM, connected the website and listing portals so enquiries arrive automatically, and built follow-up reminders and assignment rules.
We trained small groups on real deals, gathered feedback in the first weeks and trimmed screens that slowed people down. Managers learned to read the pipeline reports.
What we built
Every contact, note and conversation is stored in one place the firm owns.
Enquiries from the website and portals create records and are assigned to an agent.
Reminders and task lists nudge agents when a lead is waiting for a reply.
Managers see deals by stage, by agent and by lead source.
What changed
When agents change roles, their leads and history stay in the system for the next person.
Automatic assignment and reminders mean new leads are answered while interest is still high.
Managers can see which channels bring serious buyers and spend marketing effort there.
Technology
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