Harbor Realty: Workflow & chatbot rollout
New listings now route to the right agent in seconds, an AI assistant answers buyer questions 24/7, and follow-ups happen without anyone remembering to.
3.1x
Faster lead response time
74%
After-hours questions answered instantly
41%
More qualified viewings booked
5 hrs
Saved per agent, every week
Overview
Harbor Realty is a mid-size residential brokerage handling 200+ active listings across three cities. Every new listing triggered a flood of portal inquiries, but their agents were responding in the order messages arrived, which meant serious buyers waited behind casual browsers, and most after-hours questions sat unanswered until morning.
We rebuilt their entire intake: an AI assistant trained on live listings, neighborhood data, and financing FAQs now answers buyers instantly, day or night, while a smart routing workflow scores every lead and puts the hot ones in front of the right agent within seconds.
The challenge
- 01
New listings attracted hundreds of inquiries within hours, yet agents replied first-come-first-served, hot buyers waited behind window-shoppers.
- 02
Over 60% of buyer questions arrived after office hours and sat unanswered until morning, by which time many buyers had moved on.
- 03
Follow-up depended entirely on individual agent discipline, no system, no consistency, no visibility for management.
- 04
Their CRM held rich client data, but nothing acted on it automatically; it was a database, not an engine.
Approach
How we got there.
No magic, just a disciplined process, applied with care at every step.
Step 1
Map the chaos
We shadowed the team for a week and mapped every inquiry touchpoint, portals, website, phone, walk-ins, then identified exactly where leads stalled or leaked.
Step 2
Score & route
Built a lead-scoring workflow on top of their CRM: budget, timeline, and engagement signals now rank every inquiry, and hot leads route to the right specialist agent in under 30 seconds.
Step 3
Train the assistant
Deployed an AI chat assistant trained on live listings, price histories, school zones, and mortgage FAQs, with strict handoff rules so complex negotiations always reach a human.
Step 4
Automate follow-up
Nurture sequences now run themselves: viewing reminders, price-drop alerts, and check-ins go out on schedule, logged back to the CRM with full context.
The outcome
3.1x faster lead response
“Our agents used to lose entire evenings to inbox triage. Now the hot leads are already talking to someone before the agent's coffee is done, and nobody drops a follow-up anymore.”
- 74% after-hours questions answered instantly
- 41% more qualified viewings booked
- 5 hrs saved per agent, every week
Have an idea? Let’s ship it.
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