Technology at the heart of exceptional customer service

Andrew Dewar, Joint Senior Partner, at Curchods Estate Agency, has found a mixture of old and new – traditional values and modern communications – is key to selling homes.

A successful and expanding estate agency, Curchods has 17 offices across Surrey and processes an ever-growing volume of property and customer information. A firm advocate of exceptional customer service, Andrew previously resisted pressure to implement a computer system to manage the flow of information, believing that it would detract from the personal customer service on which the firm established its proud reputation - until he found Aspasia.

The complete software solution for residential estate and letting agents, Aspasia has the power to handle every aspect of the business. The flexibility to integrate elements of the software that best suits a particular company's needs means managers can create a system that truly fit their business, helping to drive it forward in an increasingly competitive market.

Andrew says; "Aspasia is a big solution with a personal touch. The ability to communicate on a personal level with the directors of Aspasia is invaluable. I was involved with Aspasia at an early stage, which provided significant opportunity for me to give my input into its development from a user's perspective.

"The system is fantastic. It now carries out all the time consuming administrative tasks electronically, that we previously undertook manually. The system gives us the best of both worlds; human contact, freeing more time to speak to customers, and technology, helping us to make a quantum leap in customer service by ensuring staff have access to all the information about each property at their fingertips. Personal contact is fundamental to our service; the sales team speak to each vendor on a weekly basis and over 80% of viewings are accompanied by a member of staff.

"The archive function also helps us to develop long-term relationships with our customers and enhance our reputation: we remain in contact with purchasers, who frequently turn to us when they come to sell on their property, which contributes to cost-effective and reliable business growth."

January 2006