Get your CRM grade and see how you compare to other agencies

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You’ve carefully defined what information is most important to hold about your current and future customers. Your team has a strong culture of consistently adding to and updating the information you hold about people, as well as your conversations and correspondence with them

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You regularly audit and update your CRM to ensure the information stored within it is accurate and up to date with information from data providers, everything your staff are doing as well as the business your competitors are generating.

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The people who receive communications from your agency feel, as much as possible, as though you’re communicating with them as an individual. Communications are targeted to specific recipients based on their interests or situation.

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Your staff use regular, consistent follow-ups to show prospects the level of service they can expect when working with your agency.

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You segment and analyse the information inside your database to pinpoint contacts that match specific criteria – for example, contacts within a particular demographic, or who are warm sellers, or who haven’t been contacted by your agency for three months.

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Staff use your CRM to track their performance within a specific farm area or type of property within an area. Using this insight, agents are able to target their efforts in a considered way to strategically grow their market share.

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Agents use your CRM to streamline large, time-consuming tasks as well as small, regular tasks to increase their productivity and capability.

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Your CRM doesn’t restrict your staff to working only from the office or require any double data entry. Agents are able to use, input and make changes to the data inside your CRM from their mobile phone or tablet.

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You could open the contact record for any potential buyer within your CRM and quickly understand what their budget and requirements are.

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Your database is your most powerful marketing tool. Where possible, agents use the CRM to proactively find buyers whose specifications and price requirements match the property they have just listed.

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Staff are able to quickly generate marketing collateral within your CRM to get buyer eyes on a property with minimal delay.

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When it comes to marketing a property, your CRM supports agents to tailor their method of sale depending on the property’s specifications, seller requirements or state of the market.

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In your office, there is a shared understanding that great customer service means keeping sellers informed, every step of the way. Staff tap into your CRM’s functionality to regularly inform sellers of sales progression, provide buyer feedback and update them on agent activity for the duration of the sale.

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Your CRM supports your staff to have difficult conversations about pricing by surfacing key data points around enquiry level, buyer feedback and more. Agents use this data to educate sellers on the current state of the market and how this impacts the sale of their property.

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Your staff have the tools to measure campaign performance throughout the sale and can identify any potential issues ahead of time.

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There is a standard agency-wide process in place for managing contracts and settlements. Everything within that process can be done from within your agency’s CRM, without needing to use multiple, single-function systems.

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Your CRM provides you with a comprehensive understanding of your agency’s position for reporting and forecasting. When you need to make a financial decision, you tap into your CRM

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Your agency uses automation and bulk action functionality to scale agents. Admin staff are able to action tasks on behalf of agents, freeing up agent time for more dollar productive activities. For the same reason, staff holidays, absences and exits don’t put the brakes on getting work done.

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All of the listing details recorded inside your CRM are identical to the details recorded on the portals and your agency website.

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Even if admin staff are the main CRM users in your office, agents know how to find the information they need and complete simple tasks within your CRM system.

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CRM is not ‘one size fits all’. You understand the importance of fitting your CRM to the way you do business, rather than the other way around, and the templates, workflows etc within your system have been customised for your agency’s brand.

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Through your CRM, you are easily able to access key data points that give you a clear picture of an individual agent’s conversion ratios, the number of current and potential opportunities, as well as the number of calls they’ve made, emails sent and inspections conducted. You are able to use the insights from your CRM to make informed business decisions.

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Your CRM allows you, or those employed by you, to grant and restrict access to particular data to employees based on their role.

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You have processes in place to ensure everyone in your agency is consistently entering data in the same way. The records in your database are clean and up-to-date, and are an accurate reflection of the work being done by your staff.