The agency's sales were growing faster than its systems. Enquiries arrived through WhatsApp, Instagram and listing sites, and the founder, the associates and a two-person admin team handled every one by hand.
What I found
- Enquiries that came in after hours waited until morning, and many never reached a viewing.
- Client details sat in chat threads and personal spreadsheets, so leads slipped through.
- Proposals and shortlists were rebuilt from scratch for every client, slowing every deal.
- The founder had no single view of each associate's pipeline.
What I did
I ranked the gaps by the lever they hurt and the revenue at stake, then designed, built and launched the systems below. I still run their upkeep and release schedule.