Property developer: a CRM that tracks every sale through the agencies

A developer on a golf resort sells mostly to foreign buyers who come through agencies. Of a buyer brought by an agency, only the name and country are known: follow-up always goes through the agent. The tool it had tried was so configurable that nobody ever finished setting it up, and it would not log several actions without moving the stage. Its web form asked «I am: Client / Agency», but asked an agency for the same details as a private buyer: not which buyer it was bringing, nor their country, nor which agent handled them. And what management wanted to measure — viewings by agency and month, how many buyers come back for a second viewing, how many viewings a sale takes — came from nowhere.

What we built

• Three pipelines ready out of the box: direct clients, agency clients (viewing booked, 1st viewing, follow-up, 2nd viewing, reservation, sale or lost) and agency recruitment. A drag-and-drop board; closing a card as lost asks for the reason from a list: price, financing, prefers the coast…
• Numbered viewings with date, time, agent and note. If the buyer does not turn up or the viewing is cancelled, the next one still counts as the 1st. Marking a viewing as done suggests the next stage, but the card never moves unless someone decides. Weekly and monthly calendar.
• Agency recruitment from prospect to active, with its agents and a document checklist — tax clearance certificate, articles of incorporation, director's ID, signed partnership agreement — with an upload for each file.
• Website forms connected: an agency requesting a viewing arrives with its agent and its buyer in «Viewing booked»; if the agency did not exist yet, it is added to the recruitment pipeline automatically.
• Reports: completed viewings by agency and month, share of buyers who come back for a second viewing, viewings per sale and agencies in recruitment by stage.
• Users for each team member, with every note signed by whoever writes it.