Enquiry follow-up for a real estate agency

The situation

An agency with 12 agents receives enquiries through two property portals, its own website, WhatsApp and phone. Portal enquiries arrive by email and are forwarded to agents by the office manager. Out-of-hours enquiries wait until morning. Agents agree viewing times through long message threads, and notes about what a buyer liked are rarely recorded.

What we would map first

• Time from enquiry to first human reply, by source and by hour of day.
• How many enquiries are duplicates of the same person arriving through two channels.
• What share of viewings result in a second contact, and what happens to the rest.

The real estate map shows the full flow with the viewing-feedback loop.

What we would change

• Capture every enquiry into the CRM automatically, check for an existing contact and merge duplicates.
• Assign by area, price band and agent availability, with a fallback if the first agent does not respond in a set time.
• Send an immediate acknowledgement with viewing slots the agent has already made available.
• After each viewing, ask the agent for two taps of feedback and use it to suggest similar properties.

What stays manual

The first conversation. A fast acknowledgement is useful, but a buyer wants a person who knows the property. Negotiation, valuations and anything involving advice also stay with agents.

What we measure

Time to first reply by source, share of enquiries that reach a viewing, viewings per agent per week and share of viewings with feedback recorded.

Typical outcome targets

Replies in minutes in place of hours, fewer lost enquiries and a CRM that reflects what is really happening. We agree the figures with you after measuring the starting point.

This case study describes a typical project of this kind. It is not a named client story, and the targets are planning figures we would agree with you after a free review, not results we are claiming.

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