Anonymised project / BUILD
The agency did not need software to prove its model. It needed software when scale made property status, customer attribution and commission decisions hard to trust.
Based on an anonymised project. The agency and project details have been obscured; the scenes and images are illustrative reconstructions, not documented customer incidents or on-site photographs.
Starting point
The agency managed listings across multiple developments. Full-time agents, agents with different responsibilities and people who promoted properties on social media could all contribute to a sale.
At first, spreadsheets were enough to track available properties, enquiries and progress. As the team, listings and channels grew, the same information had to reach more people at the right time.
What changed
When listing status has not been updated for everyone, an agent may bring customers to a locked door and call a colleague for clarification, with no answer yet. The problem is not a careless person; it is the absence of one current status everyone can check.
A link may bring the enquiry, another agent may follow up, and someone else may close. Without a shared trail, two agents can disagree over the commission calculation while a manager pieces together messages and personal records. The review takes time from all three and can erode trust within the team.
How the work could change
Keep the way the agency sells. Make the moments that create confusion visible and easier to review.
Give each agent a distinct property link.
Record whose social post the customer clicked and when. The first point of contact no longer depends on someone's memory.
Use one current property record.
New, reserved and sold listings update in one place. Mobile staff can receive status changes, while approved property content can be published to connected social channels when the platform permits it.
Record each handoff along the customer journey.
See who made the first introduction, who conducted the first viewing and who completed the conversion, without piecing the story together later.
Make the allocation explainable.
Your link brought the customer in; May completed the direct conversion. The shared trail shows both contributions so the split can be reviewed against the rules agreed by the agency. The system does not invent the commission policy.
What this makes possible
Agents can keep finding customers, promoting properties and closing sales in the ways that already work. BUILD adds a shared record where confusion, repeated checks or decisions made with incomplete information slow the team down.
Less time checking whether a listing is still available or reconstructing where an enquiry came from. More time to understand customers, show the right property and follow through.
The agency sets its own rules for customer attribution and commission. A shared record gives the manager and agents the same evidence to review; it does not make the commercial decision for them.
New colleagues can see the current property information and the next step in a customer handoff. The way of working remains understandable as more people join.
Start with your business
Perhaps information no longer matches across people, every handoff needs explaining again, or one decision means searching through several records. Tell AlphaBlue how your business works and where it starts to feel harder than it should. We will first understand the way you work, then explore which friction is worth removing.
Tell us about your business friction →You do not need to decide what system to build first. Existing tools or a small workflow change may be a better fit for some problems.
