Listing operations for a multi-city brokerage
Replaced a spreadsheet workflow with a single operations system, cutting weekly handover meetings from three to one.
8 MONTHS · 4 ENGINEERS · OPERATIONS PLATFORM
§01 / THE BRIEF
A multi-city residential brokerage was running listing operations on a chain of spreadsheets, with weekly cross-team handover meetings to reconcile state. Listings would move out of sync between teams, causing duplicated effort and missed buyer follow-ups. The leadership team wanted a single operations system that the agent network could actually use, not a CRM stuffed with custom fields.
§02 / THE WORK
- 01
Workflow modelling
Spent two weeks shadowing agents and operations leads in three cities to map the actual listing workflow, then built the system around the workflow rather than around CRM convention.
- 02
Operations dashboard
A single dashboard per agent and per office showing every listing's state, the last action, and the next required action. Replaces the weekly status meeting with a continuously visible state.
- 03
Buyer follow-up
Built buyer-side tracking that ties enquiries to listings to follow-up actions, with reminders that escalate if a follow-up is missed.
- 04
Mobile
A mobile-first interface for agents in the field, working offline-tolerant on intermittent connections.
§03 / RESULTS
- WEEKLY HANDOVER MEETINGS
- 3 → 1
- AVERAGE FOLLOW-UP LATENCY
- −62%
- LISTINGS OUT OF SYNC, MONTHLY
- 0
- SPREADSHEETS RETIRED
- 9
§04/ TEAM & STACK
TEAM
- Architect×1
- Engineers×3
- Duration8 MONTHS
STACK
- TYPESCRIPT
- POSTGRESQL
- NEXT.JS
- MOBILE (REACT NATIVE)
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