invextech
Case study
Portals, the website, phone calls and referrals each ended somewhere different. The work was not selling property. The work was finding out what had come in.
The challenge
Enquiries reached the business through property portals, the website, direct calls and agent referrals. Each route landed in a different place, so the first job of every morning was reconciling them by hand into a spreadsheet. By the time an enquiry had an owner, hours had passed, and the person who eventually called had no idea whether a colleague had already spoken to them.
Our approach
Nothing should wait for a person to notice it. Every route into the business had to create the same record automatically, the moment it arrived.
The same buyer appearing through two portals had to resolve to a single record, otherwise the duplicate-contact problem would survive the rebuild.
Agents were not going to adopt a system that was slower than the spreadsheet. The fastest path through the day had to be the one that recorded the data.
What we built
Every enquiry route now writes into the same CRM through a single capture layer, with the source attached to the record before anyone sees it.
New enquiries are checked against existing records to catch repeat contacts, then assigned to an owner by territory and availability rules the team can edit.
Sequences run on a schedule after first contact, and a deal that goes quiet past a set threshold raises a reminder to its owner instead of simply ageing.
How it ran
We followed a sample of recent enquiries from each of the four routes and timed what actually happened to them.
Before configuration, we defined what one enquiry means, what makes it a duplicate, and what qualifies it.
The new intake ran alongside the spreadsheet on live enquiries so the team could compare before committing.
Routing rules and sequence content were left editable by the team, with training on their own live pipeline.
The outcome
No enquiry depends on someone opening an inbox or checking a portal to exist in the system.
Assignment happens on arrival by rules the team controls, rather than in a morning meeting.
Matching runs against existing records, so two agents do not unknowingly work the same buyer.
The business can finally see which intake routes produce real conversations rather than volume.
On names and numbers. Client names are withheld and performance figures are not published here. Both belong to the client, and we share either only with their written approval.
Systems and technology
Services involved
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