In this Q&A, Fiona McEachran from Console reveals how agents can use ClientManager to increase their revenue, reduce costs and win more clients
What extra revenue can agents make from Console ClientManager? How?
ClientManager has two key features to help agents make extra revenue.
1. Custom categories
Agents can create custom categories for each of their contacts and then send targeted communications to each category. You could promote a ‘Referral Offer’ to your business contacts or a ‘New Management Discount Offer’ to your landlords.
2. Marketing functions
ClientManager is designed to send out electronic newsletters, emails and SMS text messages, as well as create flyers. These can definitely be used to generate additional revenue. For example, you could send a text message to grow relationships with your landlords or tenants, by doing a deal with your local coffee shop for two-for-one coffees.
The key to maximising your CRM is to make someone responsible for the process. Ensure that your marketing communications are a regular activity so people are looking out for your weekly or monthly updates.
What financial savings could agents make from Console ClientManager? How?
ClientManager makes staff more productive by allowing them to do things faster. For example, agents can use their laptop to enter details directly into the CRM, instead of writing details into notebooks and then transferring it into the computer.
Another time-saving comes from creating recurring tasks and automating processes. ClientManager provides standard template ‘business rules’ for processes within a real estate office and you can also change or edit the business rules.
You can also save time by having a single point of entry for all your property listings, which will sync and upload to the major property portals.
ClientManager comes with the MobileAgent iPad app, which synchronises your inspections, listings, contacts and brochures from your database and vice versa. It’s easy to complete your appraisal on the spot and match buyers immediately to show your vendors more reasons to list with you.
How many extra clients could agents reach from Console ClientManager? How?
Agents just need a minimum of two or three key pieces of information to get the ball rolling – name, email or mobile. The system will automatically check their email address or phone number to make sure they are not already in the system to avoid duplication. They can then pop these into a relevant customer category, send out an electronic newsletter and start monitoring prospects.
ClientManager provides a function that allows agents to see who opened their newsletter, how long it was opened and if readers clicked through on any link.
This is a simple process which could produce extra clients.
How could agents measure any gains?
ClientManager offers real-time and comprehensive reporting capabilities. ClientManager has the flexibility to run multiple reports based on an agent’s preferred criteria – number of buyers, number of sellers, number of appraisals, etc. These can be marked as favourites and quick-referenced by your sales team.
KPIs and commissions are also at your finger-tips, and if you need to customise and save your search criteria, this can be done.
What are the main areas where agents typically cost themselves by using Console ClientManager incorrectly or not at all?
Firstly, agents need to know what they need out of the system, and then make sure that data is entered correctly. They also need to make sure they are trained correctly on the system so they maximise the features and functionality.
Agents cost themselves by not using the automation features and by underusing the marketing features.
They also miss out on business because leads come into the system but are not actioned by some sales people within a certain timeframe. ClientManager has a functionality called ‘Pot of Gold’ which enables principals to set a timeframe in the CRM for client follow up – these can be claimed by any salesperson in the office if the deadline is missed, or the principal and re-allocated to another staff member, such as Sales Administrator or another Agent.
Agents need to set their dashboard up with the key information they need as soon as they log in. The ClientManager dashboard has the capability for each user to customise their dashboard layout and content to ensure they see their critical data fast, such as the number of appraisals, listings, authorities expiring, number of vendors, buyers, and number of buying and selling enquiries. By not using these simple-to-use features, agents could be wasting too much time in admin areas.
Fiona McEachran is Console’s marketing manager