Sales funnel automation for a real estate agency

The real estate agency operated without a CRM system: managers tracked clients in Excel spreadsheets and personal WhatsApp notes. Leads from Avito and CIAN were processed manually, often with delays of several hours.

Management could not assess each manager's workload or understand at which stage clients were being lost. Follow-ups after property viewings were uncontrolled, and repeat sales were not tracked.

As a result, up to 40% of leads went unanswered within the first hour, and the lead-to-deal conversion rate was only 8%.

We audited current processes and designed a 7-stage sales pipeline: from initial inquiry to deal registration. Each stage is tied to specific manager actions.

Set up automatic lead import from Avito, CIAN, and the website form. Connected WhatsApp Business API through Kommo — incoming messages automatically create a client card.

Implemented an automatic task system: follow-up reminder 2 hours after a viewing, callback after 3 days without response, automatic email with property selections.

Within 2 months of implementation, processed leads grew from 45 to 120 per month without increasing staff. First response time dropped from 3 hours to 12 minutes.

Lead-to-deal conversion increased from 8% to 14% thanks to systematic follow-up. Management gained a real-time dashboard with key metrics.

Implementation ROI was 340% in the first quarter. The agency plans to scale the system to 3 new branches.