Pattison Estate Agents
Driving efficiency and improving customer experience through process automation.
Founded in 1977, Pattison Estate Agents operate 27 offices across the North East, with over 200 members of staff. The leadership team understood the importance of digital technology to realise further growth plans but found their legacy systems were impacting negatively on customer experience, creating inefficiencies for admin staff, and restricting opportunities for innovation.
How we helped
We reviewed current systems and mapped the experiences and pain points of employees and customers through a series of discovery workshops. From here, we created a 12-month plan for incremental improvements whilst building a new CRM to provide a more stable base for future development.
Within these 12 months, we delivered a new CRM and website that worked together to:
Automate and speed up internal processes around buyer registration, branch reporting, property promotion and the management of viewings, offers and sales.
Improved customer experience through a quicker, smoother registration process and faster-personalised updates on available properties.
Created commercial advantage through API integrations with Zoopla and Rightmove to provide a real-time data feed of available properties.
Having worked with thought and the team since 2016, they have helped us rebuild our CRM and website, among other projects. We have continued working to maintain and build upon these core business products. They have become an invaluable source of technical knowledge and a de facto extension of our IT department.
Caroline Pattinson - Managing Director