New CRM improves customer experience

  • Date: 10th February 2020

Hellier Langston has recently invested in a new Customer Relationship Management (CRM) system to improve their customer experience as well as the service they provide. The system is called Surga Central, a cloud-based software solution designed specifically for commercial property agents and owners. It enables users to market, sell and lease property in one place.

New CRM improves customer experience - HLPSurga Central is a product of Adept Business Systems, one of Australia’s leading software development companies. Founded over 25 years ago, Adept has a strong background in database technologies and providing cutting-edge solutions for the commercial real estate industry. 

Their commitment to research & development and customer engagement ensures that Surga Central exceeds market requirements and remains as the solution of choice for commercial agencies. 

Hellier Langston are utilising Surga for many purposes including to log new requirements for properties, keeping track of all enquiries, to arrange property viewings and recording the completion of all lettings and sales. It also allows all the information on the properties they are marketing, including the owners, to be stored in one place. The system has improved productivity and made it possible to make comparisons and see market trends, which is valuable.

A couple of years ago, the team at Surga approached Hellier Langston, who were impressed with what they were shown at the time, but not yet ready to change systems. When they decided the time was right to upgrade to a new property CRM system, they thought of Surga and got in touch.

The Surga team listened to Hellier Langston’s requirements and worked with them to adapt parts of the system to suit their needs. The tailored system was then installed in the autumn.

The switch involved migrating all their property and contact data over from their current system into the new one. Once installed and operational, Adept provided comprehensive, hands-on training to the staff at Hellier Langston to ensure that everyone was informed and confident using it. Ongoing education and consultation services are also offered to expand skills, improve CRM strategies or train new staff.

Andy Hellier, Agency and Investment Director  at Hellier Langston said: “This system allows us to be efficient dealing with enquiries on properties we are marketing and also enables us to provide excellent client management. Opting for Surga was a great decision as it has given us an agency CRM system that is easy to use and it has provided noticeable improvements to the way we operate.”

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