Real estate workflow automation for an Australian office

The office needed to improve how customer enquiries and property information moved through the processes it already had.

Manual follow-ups and disconnected activities made it harder to keep visibility over enquiries, and harder to be sure the right people received the information they needed.

It also needed improvements to its website, and to the way its existing tools worked together.

The work followed a practical sequence: understand the current path, then connect what was already there.

1. Assess the current process. Follow an enquiry from the moment it arrived through to who followed it up, and where property information was updated by hand.
2. Map the data flow. Set out which details had to move from the enquiry to the property record, and who needed to know at each stage.
3. Connect existing tools. Join the places an enquiry arrived with the records the team already kept, instead of swapping those tools for something new.
4. Test. Confirm that an enquiry produced the right handoff and that the appropriate person was notified.
5. Hand over. Leave the office with a workflow the team could run without chasing each step.

23Labs worked on the office website and put workflow improvements in place so customer enquiries connect with property-related records and internal processes. The website work is real estate website development for this office. The connections are real estate system integration between enquiries and the records the team already used. Property enquiry automation is the operational result: a handoff, rather than another round of re-keying.

• Website redevelopment and improvements.
• Existing business tools and workflows connected.
• Handoffs between customer enquiries and property records handled by the workflow.
• Triggers that notify the appropriate person at the relevant stage.
• Less dependence on manual follow-up.
• Better visibility over enquiries and outstanding actions.

Before, an enquiry, the follow-up and the property information were separate activities. Someone had to remember the next action.

Afterwards, the path is straightforward:

1. An enquiry comes in. The details arrive through the office's existing enquiry path.
2. The property record is updated. The details that belong on the property record are added without a separate re-entry step.
3. The right person is told. The person who needs to act is notified at that stage.
4. The next action stays visible. Outstanding enquiries and actions stay visible, so follow-up sits inside the workflow.

The office has less manual follow-up. Actions and enquiries are easier to track, and the team has better visibility across the workflows that matter.

Communication and internal handoffs are more consistent. Website enquiries and the operational steps that follow them are better coordinated.

The objective was to improve how this office handled incoming information and internal coordination, without unnecessarily replacing existing systems.

• Less manual follow-up.
• Easier tracking of actions and enquiries.
• Better visibility across the relevant workflows.
• More consistent communication and internal handoffs.
• Improved coordination between website enquiries and operational processes.