Home » News » Agents ‘sleepwalking’ into giving portals too much control – claim
Proptech

Agents ‘sleepwalking’ into giving portals too much control – claim

Comments are made to The Negotiator by proptech pioneer Lou Quinn who says he's worried by Rightmove and Boomin in particular.

Nigel Lewis

property portals

A leading industry tech expert has questioned whether it’s wise for estate agents to allow portals to manage property viewing leads directly via their platforms.

Lou Quinn of leads management service homehere.co.uk says his main concern is that once portals take control of viewings, which is a core service that both Rightmove and Boomin now offer, there will be no going back.

He also says it will crate a nightmare scenario for agents, who will have to log in and out of multiple portals on an hourly basis to manage viewings via their different dashboards.

“I understand that Zoopla is 18 months away from bringing in a ‘closed’ ecosystem for agents to use,” says Quinn.

“I think agents are sleep walking into a position where portals will be forcing them to use their ‘ecosystems’ to manage large parts of their communications with customers, and particularly so if Boomin does manage to become a dominant player,” he says.

Link to Lead Generation featureUntil now, Quinn (pictured) says agents have liked the ease of having all their portal leads drop into their email inbox because it’s a simple form of aggregation that is easy to manage.

“I’ve told Rightmove that their new rental Viewings Manager is great for independents but I don’t see how medium or large multi-brand agencies could integrate it into their CRMs – it just would be possible,” he says.

“Let’s say a customer goes on to Rightmove or Boomin, sees a property they like and then they put in a request to arrange a viewing – that means the agent must log in and then confirm or cancel the viewing and possible contact them for more information each time.

“Given a property may have four or five viewing requests come in over the next few days, it will be time consuming for agents to constantly log in and out all the time.”

June 21, 2021

4 comments

  1. If I was still an agent, my first thought would be what does the consumer want? – and let them have it. Does it make sense that a buyer sees a property on a portal, then jumps off the portal and hopes that the email to the agent from the portal prompts the agent to respond? My experience is agents react slowly to ‘leads’ from portals or not at all.

    Meanwhile the viewer sits and waits. Is it not better the viewer gets to view immediately, with the caveat they are 100% screened, their intention, ability etc to do business, prior to that viewing happening. Let software answer all those questions and allow agents to run their ‘digital’ businesses effectively. Is the gatekeeper the portal or the agent? well in 2001 Rightmove answered that one – the portal.

  2. We’ve had customers waiting at a property assuming they’ve booked a viewing, phoning our office and asking where we are.

    It’s happened a few times and you can understand their frustration when we know nothing about it.

    Ultimately, the agents must arrange access might be someone else is living there. If an agent doesn’t respond to a lead that’s their problem and the customer to follow up and write reviews. Understand about giving the customer what they want, but if they have made a booking and think they have an appointment when actually they don’t and they’ve travelled from the other side of London that is not good customer service and causes unnecessary inconvenience to all.

    I’m not worried about portals having this data. Landlords and vendors data is more valuable.

    Incidentally, have a scheduled call with One Dome at 11am today and will be raising this automatic booking thing, plus the fact we’ve never signed up to One Dome yet they seem to be advertising our properties.

  3. There are many things here Lou, first UX for the end client is all. If I was still an agent, my first thought would be what does the consumer want? – and let them have it. Does it make sense that a buyer sees a property on a portal, then jumps off the portal and hopes that the email to the agent from the portal prompts the agent to respond? My experience is agents react slowly to ‘leads’ from portals or not at all. Meanwhile the viewer sits and waits. Is it not better the viewer gets to view immediately, with the caveat they are 100% screened, their intention, ability etc to do business, prior to that viewing happening. Let software answer all those questions and allow agents to run their ‘digital’ businesses effectively. Is the gatekeeper the portal or the agent? well in 2001 Rightmove answered that one – the portal.

  4. One Dome were actually the 1st and, to be frank, we did not like the option
    We prefer to be “hands on” and be able to follow up new enquires prior to being asked just for an appointment

    How ever it comes through it needs to be followed up personally in my view

What's your opinion?

Please note: This is a site for professional discussion. Comments will carry your full name and company.

This site uses Akismet to reduce spam. Learn how your comment data is processed.