Case Study: Estate Agency

An estate agency, with a chain of branches nationwide, needed a centralised information management system to keep track of the properties on their books, along with details of all enquiries against them, discussions with vendors and purchasers, etc. CTL were asked to provide the system, which has now been operating successfully for some months.

The branches access the system via the Internet, and can immediately see the current state of negotiations relating to any property in which they are interested. The initial breif for this system was to enable a local subsidiary of the parent group to manage their customer care operations. Changes in property status and information are input by each individual branch and the central database is updated.

Customer service representatives at a central office would then be able to contact the customers with regard to service issues and marketing related activities. The results of these contacts are then stored in the database and a reporting mechanism can be used to provide company level information.

The system has since been enhanced to provide a service for multiple subsidiaries each with their own customer service department and tied to a global database. The service provides each subsidiary with (effectively) their own instance of the customer service system and can be customized to meet their individual needs.The system has also had an interface added for the easy addition of new subsidiaries , password and user management and a log in mechanism. The system will eventually tie in to the property management system used by branches to market and track properties,vendors and potential purchasers. The system also has the ability to produce group level reports across subsidiaries.

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