Agency
Miles & Barr
Contact
Simon Thompson
The way the marketplace is going, with demand being high and stock low, the number of quality enquiries coming through makes the system a no-brainer. The ability to customise to make the questions suit your market and agency is a real asset. Highly recommend!
Challenges
- Volume of enquiries per property
- Wasted time speaking to unqualified potential tenants
- Missing out on qualifying questions due to time
- Frustration from clients due to volume of enquiries preventing us from replying immediately
Benefits
- Quality of applicants greatly improved
- Customer service improved
- Happier team
- Better understanding of tenants’ needs
- Viewing-to-let ratio reduced
- Financial savings
Challenges
Why invest in Agent Response?
Chris Watkin and Nichol & Co were saying great things about it and we were being inundated with enquiries for our rental properties and didn’t have enough time to return all of the calls. Not only did this look poor from a customer service point of view, we were actually missing out on hot enquiries.
Perceived benefits of using Agent Response?
- To improve customer service levels
- Help reduce complaints
Onboarding experience
After a demonstration we went back with a number of queries to customise the system for our agency. They were extremely helpful and responsive, leading to painless customisation of the system for our specific needs. The tech is brilliant in its simplicity, making it easy to understand and use.
Benefit
Quality
As the system allows us to ask each tenant specific questions, we found that this reduced the overall number of enquiries, and those who took the time to complete the questions were serious about moving.
Benefit
Volume
We used to receive between 100–200 emails a day, a huge amount for our team to respond to and follow up with on top of their other work. This has now reduced and we are seeing quality over quantity.
Benefit
Service
The system not only makes how we run our lettings team more efficient, we have also improved our customer service, as the number of enquiries has reduced and, in turn, the number of complaints.
Benefits
Understanding
The pre-qualifying questions give us a greater understanding of a prospective tenant’s situation and needs. Having this understanding from the start has meant that our viewing-to-let ration has reduced because we know that the tenant viewing is the right fit for that particular property.
Financial Benefits
Direct savings: The savings we have benefited from equate to one member of full time staff.
Indirect savings: We have not changed how we market, yet we are letting properties quicker.
Team Feedback
Everyone is comfortable with Agent Responder, how to use it and the benefits it provides, both directly and indirectly, for on our agency. Our team have requested further amends to customise the system even more and improve the experience for our clients and team; these have been implemented and proved extremely successful.
Results
The way the marketplace is going, with demand being high and stock low, the number of quality enquiries coming through makes the system a no-brainer. The ability to customise to make the questions suit your market and agency is a real asset. Highly recommend!
