Lead routing and viewing scheduling for 40 agents
Portal enquiries sat unread for hours. They are now scored, routed to the right agent and booked into a viewing slot within two minutes.
The first agent to reply wins, and nobody was first
Calder & Rowe took enquiries from four portals into one shared inbox. Whoever checked it next picked up whatever was on top. Evening and weekend enquiries, the majority, waited until the next working morning.
Score, route, book, in that order
Each enquiry is scored on stated budget, timeline and property match, then routed to the agent who covers that patch and has capacity. The system replies immediately with two or three viewing slots pulled from that agent live calendar and books the one the buyer picks.
Agents kept the override
Agents can reassign any lead in one click, and every reassignment is logged. We reviewed the log weekly for the first month and adjusted the patch rules three times. Overrides now run below 4% of leads.
Response time measured in minutes, not mornings
Median enquiry-to-response fell from just over four hours to two minutes. Viewings booked rose 28% against the same quarter the previous year, with no change in enquiry volume.
Buyers do not wait. We stopped asking them to.
CRSales Director, Calder & Rowe