Design a real-estate marketplace so one account manager could follow 400 homes instead of 40.
Zefir connects home sellers with real-estate agents. Each account manager followed about 40 homes by hand. To grow, we moved the day-to-day relationship to agents and kept account managers for the hard cases. We went from 300 to 3,200 homes with the same 8 account managers. I designed the three products, the CRM sequences and the processes that made it work.
Before / after
The problem
An account manager handled about 40 homes. Every week they called each seller once or twice, tuned the listing for real-estate portals, called the agent, handled offers and closing, and tried to keep sellers from churning. To grow, one account manager had to follow ten times more, without losing seller satisfaction or the share of homes sold.
The bet
“Agents own the seller relationship. Account managers only step in when something goes wrong.”
- DelegateThe account manager hands each home to an agent from the back-office.
- Equip agentsAgents run each sale from their own app, from listing to closing.
- Guide sellersSellers find answers in their dashboard and in our messages, instead of calling.
What I did
- Designed the agent app, the seller dashboard and the back-office from scratch.
- Mapped the end-to-end flows: who does what, when, and how the CRM reacts.
- Prototyped a lot, to align the team and ship faster.
Handing over
The account manager hands a home to an agent from the back-office. The agent accepts it, and the seller learns who takes over. That saves the account manager 30 minutes of calls per home.
Amaya R.
Nadia Z.NadiaNadia Z.
M. DispaVendeur
M. CasemiroLocataire
M. BayrouGardien
Going live
The seller describes the home. The agent books a discovery visit and uploads photos, then AI drafts the listing. That saves the account manager 8 hours a week, with better photos and descriptions.
est en ligne !
Selling
Agents report buyer feedback, while sellers follow their sale live. Account managers can monitor in the back-office, and make far fewer calls to each seller.
tu as 21 actions à faire.
Acquéreur : Sonia Lamarck
Challenges
- Agents needed to change habitsAgents had a lot more work to do. I kept the onboarding, the app and the CRM messages as light as I could, and clear enough that agents would actually use them.
- Prices drifted upNo account manager was there to push for price drops anymore. I redesigned how pricing is perceived and pitched along the journey, around a “Test the market” idea.
- Zefir’s value was less visibleWithout an account manager calling them, sellers still had to feel we were with them. I reworked the CRM sequences and introduced Zia, our AI assistant.
Where it landed
- Homes per account manager40 → 400
- Seller satisfaction (CSAT, out of 10)5 → 6
- Share of homes sold+ 5pts
What’s next?
Working on something similar? Let’s talk.
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