CASE STUDY

Castledene Sales & Lettings

Award winning estate agent makes move to improve customer service

Customer

Castledene Sales and Lettings

Location

North East of England

Business

Estate Agency

The Business

Castledene Sales and Lettings is a leading estate agent in the north east of England and has been recognised in national awards such as Sunday Times Letting Agent of the Year.

As members of ARLA (Association of Retail Letting Agents) customer service is at the forefront of Castledene’s business and the focus ensures their customers receive a level of service that surpasses expectations of both customers and competitors.

Operating across six branches, the multi-award winning property management and sales company covers the whole of County Durham.

The Challenge

The company has experienced rapid growth and is recognised within the industry for their investment in people and training of staff. Managing Director, John Paul, is always looking for ways to improve and grow the company to the next level. The next step was to enhance customer experience on the phone.

Castledene wanted to:

Improve the communication infrastructure throughout the branches and be on one centralised system rather than being over multiple suppliers.
Reduce costs on calls and line rental to consolidate the payments into one monthly, affordable payment.
Introduce reporting to show how staff are performing against KPI’s when customers were calling and the staff were chasing arrears.
Develop an in-house competitive attitude to be better than the other branches in terms of customer service.

Our Solution

Gosh PR was recommended to Systems IT by another of our clients. Their IT solution has been delivered in two parts.

Stage One was to install a new file server with more storage space and to set up hotdesking around the office. They could log on at any PC around the office and their account settings would simply follow them.

Stage Two happened, due to team growth, when they moved into Europoint House. Gosh now uses our hosted email and hosted telephony services.

We manage their internet connectivity and a new switch (instead of many smaller ones scattered around the office) has ensured their network issues no longer occur.

The migration took 4 days and Gosh experienced zero downtime during this process. We’ve been able to keep their original numbers, so there is no need to change all their marketing material either.

We decided to use Systems IT because of the reliability in their service and the way we could take the next step in improving our service to the customers and clients.
We wanted to know exactly how we were performing on a weekly basis and wanted the branches to develop a competitive nature. The call reporting software has instantly had an impact but I also believe that we have the support of the Systems IT team and our account manager to make changes and take the necessary steps to keep our company on top of the competition. We have been helped in every way and everything is quick and clear with the company.”

John Paul, Castledene Property Management, Sales and Lettings

The Result

Systems IT has now been their solution for nearly six months and has already improved customer service in these key ways:

  • It has allowed them to grow other aspects of their business and improve the support given to staff through their training section within the company.

 

The hosted solution has:

  • Improved customer and user experience through the hosted system.
  • New infrastructure that moves in line with the changes in telephony
  • Simplified and centralised management of the system and remote support through the Systems IT helpdesk
  • Reduction of cost
  • Clear indication of KPI and customer service levels for the company
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