11 valuations in a month: capturing every opportunity across two branches
How DM & Co made sure no enquiry slips while the team are helping customers in the office or out on appointments.
The challenge
DM & Co is a busy agency operating across two branches, with the team splitting their time between customers in the office and appointments out on the road. During those busy periods, inbound calls were sometimes going unanswered — and in estate agency, every missed valuation enquiry is a potential instruction lost. The team wanted to be sure that no opportunity slipped simply because they couldn't get to the phone, without adding pressure on staff at their busiest.
What Ella did
Ella was introduced to answer enquiries the moment they come in, so every caller receives an immediate response no matter how busy the branches are. Because Ella comes pre-trained for estate agency, the team were up and running quickly, capturing and qualifying enquiries across both branches.
- Answers inbound calls when the team are busy or out
- Captures and qualifies valuation enquiries
- Responds immediately across both branches
- Makes sure every opportunity is followed up
The results
In Ella's first full month live, she captured 11 valuation enquiries across the two branches — opportunities that would likely have been missed while the team were helping customers in the office or out on appointments. The call abandonment rate has reduced significantly, and every potential customer now receives an immediate response, regardless of how busy the team is. For an agency where every valuation can lead to future instructions, knowing they're no longer losing opportunities to unanswered calls has been invaluable.
Ella has become an extension of our team, ensuring every enquiry is captured and every opportunity is followed up.
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