How the client benefitted
Freed up time chasing renewals
Automatic processing in renewals freed up time
Staff no longer chasing voicemails trying to contact tenants
Introducing character to process built landlord loyalty
Our Strategy
The majority of this client's tenancy renewals were simple. They involved a call to a tenant to ask if they want to renew, and then a call to the landlord to confirm they also were happy to renew the tenancy.
However, tenancy renewals were taking a long time. It became apparent that it took an average of 5 phone calls to contact the tenant and then get the "Yes" needed to progress. Similarly, it took another 5 phone calls to contact the landlord and then get the "Yes" from them.
Kerfuffle created a four-step simple automation:
1. Delivered an SMS to the tenant, 70 days before the renewal is due, with a link to a chatbot.
2. The chatbot asked about the renewal and obtained further information if the renewal was "no".
3. Then delivered an SMS to the landlord, 65 days before the renewal is due, with a link to a chatbot.
4. The chatbot asked about the renewal and obtained further information if the renewal was "no".
This freed the agent to focus on the 20% of cases where the renewal is complex and freed them from chasing voice mail messages.
Moreover, this work was provided for free as part of the agent's membership subscription.
Simon Whale
MD & Founder
#CRM Systems / #Lettings / #Sales
I have worked in the property industry for over 20 years. CRM has been my life for the best part of 3 decades, which is a dubious bucket list claim! I am best known for my time as a Director at...View bio
