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How a Real Estate Agent used A CRM and Slack to Increase Revenue and Gain Competitive Edge

Amy used CRM in Real Estate
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Problem Without a CRM

Amy runs a Real Estate business in Vancouver, Canada, that she inherited from her grandmother without any CRM. Like her grandmother, Amy has a knack for selling, and when she looked for a job out of university, her grandmother suggested Amy should work for her selling houses.

Grandmother Suggested CRM to Resolve the Sales Problems

Meet The Team​

Each person on the team plays a vital role in the company’s overall success of the business.

Amy Jensen

Broker

Amy focuses mostly on commercial properties and manages the business.

Trish Foster

Assistant

Responsible for managing the phones, appointments, data entry and other admin tasks.

Sale Agents

Agents

The sales team is responsible for hitting the sales goals. They mostly sell residential properties. 

Becky Dean

Marketing

The marketing manager is responsible for attracting new leads, listing packages, and advertising.

Both sales channels have long, complicated sales cycles that tend to build up mountains of files that include documents for deals, contracts, listing details, brochures, pictures, videos, notes, etc.   The sales were slipping year over year this quarter, and I had a sinking feeling that something was broken, but didn't know where to start looking. 

Amy

Owner

The Process

Amy’s team sells in two sales channels: Commercial and Residential. Here’s what their sales process looks like.

Marketing Stage - Innovation - Retarget Ads

Stage 1

The marketing manager is responsible for attracting people interested in selling or leasing their properties. This is done using different marketing tactics to attract and nurture new prospects interested in selling or leasing their properties.

When a new lead comes in, a starter listing package is created, and the lead is emailed to the Agent Admin Assistant. 

Stage 2

The Administrative Assistant is then tasked to update the database, assign the lead to the appropriate agent and schedule an appointment with the lead.

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CRM for Sales Team - Innovation

Stage 3

The agent is now responsible for contacting the prospect and convincing them to sign a contract with the team. They also stage the property and prepare it for showings. They also work with the production team to arrange for the photos and videos needed for marketing.

Stage 4

The files and info updates are passed back to the Assistant to update the database and work with the marketing manager to schedule the production team.

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Marketing Stage - Innovation - Retarget Ads

Stage 5

The marketing manager updates the packages, website, and ads with the new photographs and videos. Once that’s done, she begins the ad campaigns.

Stage 6

The assistant will book apportionments for the agents to show the property to interested buyers.

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CRM for Sales Team - Innovation

Stage 7

The agents are responsible for the sales activities leading up to pre and post-closing.

The Problem

Sales are down year over year. I received clients' complaints that houses are sitting too long on the market or they're not getting the price they wanted. The sales team is pointing fingers at both the assistant and the marketing manager. The assistant is complaining that the sales team is missing appointments. This is when I broke down and asked my grandmother to come back in and look at what was going wrong. The sales were slipping year over year this quarter, and I had a sinking feeling that something was broken, but I didn't know where to start looking. 

Amy

Owner

In Comes Grandma

The first thing her grandmother did was map out the process on the whiteboard. She then took a deep dive into the spreadsheets and calendars. After that, she reviewed all the communications between the agents, assistant, and marketing manager over the past two months.

Grandmother Suggested CRM to Resolve the Sales Problems

What Grandma Uncovered

The first thing her grandmother did was map out the process on the whiteboard. She then took a deep dive into the spreadsheets and calendars. After that, she reviewed all the communications between the agents, assistant, and marketing manager over the past two months.

It was clear to Amy’s grandmother that there was more than one problem.

#1

Emails were getting missed by the agents and marketing managers

#2

The spreadsheet was a mess

#3

Tasks were delayed or missed completely.

#4

The cold calling services expired and the marketing manager forgot to renew it.

The Solution

The frustrating part was that these simple problems that we could solve. I didn't see it at first, but eventually, it became crystal clear that email was a significant factor in most issues. Time in the real estate business is a killer—delays in listing, staging and marketing the property as an impact on sales. It's simple. If the listing's not ready, potential buyers won't see it, and our competition will take those buyers out of the market.

Amy

Owner

Pipedrive CRM - A Simple Solution To Simple Problems

We needed a way to speed up the stages and provide a way for our team to collaborate faster and in realtime. We also needed to hold people accountable.

Amy used CRM in Real Estate
Pipedrive CRM

Pipedrive

So we decided to use the Pipedrive CRM to manage all our customer and deal information. We also used to automate tasks that held the person accountable. It’s help me to customize our sales process and create multiple sales pipelines. We were able to report or more than just sales results. Pipedrive allowed to set goals for tasks completed. This gave me insight into team productivity.

Slack

Slack is a project management tool that allowed us to create channels. A channel is a place for everything related to each listing or task. Everyone on the team sees the same messages and we’re all on the same page. The best part is that’s in real-time. We could share files, connect on a call, and collaborate more effectively. 

Slack with CRM

Using the Pipedrive CRM, they could automate tasks that saved everyone a lot of time and supercharged their sales process. This is when I broke down and asked my grandmother to come back in and look at what was going wrong. The sales were slipping year over year this quarter, and I had a sinking feeling that something was broken, but I didn't know where to start looking. 

Amy

Owner

Optimizing deal organization

Safeguard Data

Everyone in real estate knows how complicated the business is in general. They also found that making a mistake on legal documents could have both a legal and financial impact on the company.

One Place For everything

Amy found that Pipedrive enabled her to collect and organize the deal documents like signed contracts, images, videos and other legal documents in each deal within the CRM. This made it easy to keep it all organized.

We always know where to look when asked for information about a deal. The best part, all the information is under the deal, and we can access it fast. We no longer gave to search through folders or request the info from anyone. It's all there, and everyone who needs to has access to it. My grandmother pointed out flaws in the sales process when she'd mapped our sales process on the whiteboard. We could see that there were glaring issues. For example, it took too long to move each deal through each stage. The root cause was emailing. The team was late to respond to each other, which put tasks on hold. Using slack and our CRM, we can make requests in real-time and schedule reminders to go for task due dates.Amy's grandmother helped point out flaws in the sales process when she'd mapped their entire sales process on the whiteboard. Amy could see that there were glaring issues with how long it was taking to move each deal through each stage because of the time it was taking to create each task and the time it took for the team to read the email.

Amy

Owner

Competitive Edge

“You see, a lot of my competitors have the same problem as I did. Our team is now more organized, and we’re selling more. Our customer complaints are down too because our team has more time to focus on customer experience and less time on administrative tasks.”

Amy used CRM in Real Estate

What to Learn More

To find out more about using Pipedrive to help you scale your business, book a call with one of your account managers. We will learn more about your business and show you how to optimize your processes.

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