Saving Time and Money

The Challenge

Prior to taking on Agent Response, our lettings teams were drowning in leads.  As an example, we had 200 email enquiries for 7 properties over a single weekend.  The guys and girls on the front line simply couldn't cope, the commercial reality meant we were unable to add any additional staffing resources.

The (good) applicants were growing in frustration as we simply weren't getting back to enough of them in a timely manner. Put simply, we were drowning!

Analysis

Looking at the data from a high level, there was a total mismatch between the volume of leads coming in and the amount of stock actually available. When analysing the results, less than 5% of lettings leads resulted in any income.

Compound this with applicants not attending appointments and we have as pretty thankless task in front line lettings.

The Solution

Sine we have introduced Agent Response, all inbound email and telephone calls are met with an autoresponder politely pointing them towards an application form.

We have found this to be the embodiment of the 80/20 principle.  80% of the people don't reply. No problem.  20% of people do. Great! these are the ones we wanted anyway and haven't had to raise a finger to find them.  In the last 6 months, we have found this to be an absolute win/win for everybody.

1. The customer experience has improved with all serious applicants being contacted straight way.
2. Our lettings negs can now have genuine job satisfaction by being able to help those who want to be helped.
3. Our business has saved about 40% of the average lettings negotiators day. Freeing them up to do higher value tasks saving us a fortune in fools errands.

I would estimate that each branch is potentially saving close to £8,000 per annum.

It's genuinely the most effective bit of tech we have in our business.

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