Project overview
The agency handles sales and lettings from a single high-street office. Negotiators spent hours copying details between the portal leads, their CRM, calendars and emails.
They wanted to spend less time on admin and more with buyers and vendors.
Great service, too much admin
Three tasks were eating the team's time:
Re-typing leads
Portal enquiries were copied into the CRM by hand.
Manual viewing confirmations
Each viewing needed calls and emails to buyers and vendors.
Chasing feedback
Feedback after viewings was collected by phone, if at all.
What success looked like
- Save at least 6 hoursof admin a week.
- Confirm every viewingautomatically.
- Collect feedbackafter every viewing for vendors.
Our approach, step by step
- 1
Automation audit Week 1
Mapped every step from enquiry to offer and identified the repetitive tasks.
- 2
Lead capture Weeks 2–3
Connected portal and website enquiries straight into the CRM with instant replies.
- 3
Viewing workflows Weeks 3–4
Automated viewing confirmations, reminders and next-day feedback requests.
- 4
Vendor updates Week 5
Weekly vendor updates compiled automatically from viewing feedback.
Before and after: key metrics
Admin and response metrics before vs two months after launch.
| Metric | Before | After | Change |
|---|---|---|---|
| Admin hours per week | 14 | 5 | ▼ 9 hrs |
| Viewings with feedback | 35% | 100% | ▲ 65 pts |
| Viewing confirmation time | 4 hrs | <5 mins | ▼ fast |
| Leads re-typed by hand | 100% | 0% | ▼ 100 pts |
The results
Admin time fell in the first month and stayed low as the team relied on the new workflows.
“We used to spend Monday mornings on admin. Now it just happens, and vendors get better updates than ever.”