For the last four months, our superstar Operations Director, Emma Bennett, has been working tirelessly to assist with the launch of our brand new CRM system. A new platform which enables us to communicate with our sellers, buyers, landlords and tenants much more efficiently. As a company, we feel passionately about providing our clients with excellent customer service, so we are delighted that this process has been made even simpler and more effective for our team to achieve this goal. Below we share more details about our new CRM and what it means for us and our clients based in and around Tunbridge Wells…

What is a CRM system?

CRM, also known as Customer Relationship Management, is a system that can be used to manage relationships with clients effectively and in a timely manner. With a CRM system in place, every question, every service request, every preference and every past contact detail about each client is instantly available, which means that every new interaction can be personalised, relevant and up to date.

As well as tracking every phone call, email sent, meeting held and presentation delivered, CRM systems can also be used to add notes, schedule follow-ups and organise the next steps that need to be taken. With no CRM, these details can easily get lost or forgotten and meetings or phone conversations may not be followed up on as promised.

Why did we change our CRM systems and choose street.co.uk?

We started looking into a new CRM about 18 months ago as the system we had in place had adapted and evolved from when Deborah began the business 10 years ago. We had engaged a new CRM about 5 years ago but realised very quickly that it was not fit for purpose, so we reverted back to our original CRM which, while clunky, worked. As the business has grown in terms of staff size and transactionally, we realised that a new CRM would help us become more efficient, freeing up time to better service clients.

We carried out masses of research on numerous CRMs in the market and were hugely impressed with street.co.uk. Although a new player in the market, the developers were ex estate agents so understood the industry and the functionalities which were needed to develop a system to work around almost every imaginable scenario possible – and as you can imagine there were a lot of them!

Making communication between us and our clients as seamless as possible

For the past four months, Emma has been working with the team from street.co.uk to ensure that all the data they migrated to the new CRM is accurate and located where it should be. What a task it was and we are so proud of all the hard work that went into bringing this project to fruition.

On July 12th, the system launched, and so far, so good! We have explained to our extensive database of clients and contacts what we have done and the feedback from the end user is very positive! 

Taking the leap to invest in a system as big and important as this was a decision we could not take lightly, and we are absolutely thrilled with the initial results. To know that our clients are well informed and supported at each step of the way with us, from the beginning to the end of their house sale or let, purchase or rental, feels very exciting.

We are delighted to have launched our new CRM in July and look forward to offering our team and our clients an improved and more efficient way of communication throughout their house sale or purchase. Do get in touch with us if you have a property to sell or let in or around Tunbridge Wells, as our knowledgeable team are always on hand to discuss your needs.