Every enquiry answered in under two minutes.
A property management firm was taking around 35 rental enquiries a week across four platforms, each logged, assigned and answered by hand, usually hours later. By then the moment had passed, and landlords had started to leave. We built a system that catches every enquiry, builds the CRM record, assigns the right manager, and replies within ninety seconds.
The problem
The firm was taking in around 35 new rental enquiries a week, and every channel delivered them in its own format. Someone had to work through all four inboxes, figure out which property each person meant, copy the details into the CRM, assign a manager, and reply.
At roughly 7 minutes a lead, that was about 4 hours a week of admin, done by the same property managers who bill $41 an hour. Conversion falls away fast after the first hour, and a single missed landlord can mean years of fees walking out the door.
What we built
A system that catches every enquiry the moment it lands, whether it comes from REA, Domain, the website or Facebook, and builds a complete lead record on its own.
- 01
It catches every enquiry
REA, Domain, the website and Facebook all land in one place the moment they arrive, day or night.
- 02
One tidy record
Different formats are normalised into the same clean record, with the right property and the contact details filled in.
- 03
Logged and assigned
The lead is written to the CRM and assigned to the property manager who handles that listing.
- 04
A reply in 90 seconds
The enquirer gets a personal reply with their name, the property, and the manager looking after it, built from their actual message.
- 05
The manager takes the call
Property managers start the day with the CRM already filled in, free for the conversation that actually needs a person.
Most go out automatically. The property manager picks up the enquiries that need a personal follow-up.
What we had to figure out
REA and Domain use different formats for the same thing
The two big portals each hand over enquiry data their own way, down to the field names. A normalisation step in the middle turns either one into the same tidy record.
Facebook messages often do not name the property
People message "Is this still available?" without saying which listing. Rather than guess, the system replies asking which property, then builds the full record from the answer.
A reply that feels like a machine would undo the speed
Getting the message to feel personal while still going out inside ninety seconds took more work than the technical plumbing did.
The result
Every enquiry gets logged, assigned and answered inside 90 seconds, down from about four hours. It runs at any time of day, including nights and weekends.
About 150 enquiries a month, 35 a week, at roughly 7 minutes each to log, assign and answer by hand. That is about $7,920 a year of property-manager time at the $41 rate.
Covers the webhook processing, the CRM integration and the email sending. That is the full monthly cost to keep it live.
None lost to a slow reply since go-live. Two landlords had gone to faster competitors in the months before.
Figures from the client.
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