Qualified sales calls up 83%.
£900k in new revenue.

Thirty-eight buildings, thirty-eight different experiences.

The business was generating just 30 qualified sales calls a week, thin returns for a company built on an £85 million revenue base. Response performance varied wildly across its 38 buildings: some sites converted enquiries fast and well, others were slow and inconsistent, and there was no system for spreading what worked from one site to the rest.

That inconsistency showed up on the bottom line. Client churn ran at 2.45% annually, and manual lead routing meant enquiries sat with whichever team happened to pick them up, regardless of capacity or expertise, creating bottlenecks nobody could see in real time.

Three constraints were non-negotiable:

• 30 qualified calls a week across 38 buildings
• No way to share best practice between locations
• 2.45% annual client churn despite an £85m revenue base

One standard, applied everywhere.

Rather than fixing each building individually, the business rolled out standardised response protocols across all 38 properties, so every enquiry got the same level of service regardless of which building it came through.

Automated lead-routing distributed enquiries by capacity, expertise and urgency, removing the manual handoffs that had been causing delays. Real-time performance dashboards gave managers visibility into response times and conversion rates at every location, so underperforming sites could be spotted and coached quickly.

The final piece was cross-location best-practice sharing: high-performing teams mentored struggling ones, with scripts and workflows documented centrally so a win in one building became standard practice in all 38.

83% more qualified calls, £900k more revenue.

In 120 days, standardising the response, rather than rebuilding each building’s process from scratch, turned a fragmented, 38-site operation into one that converts more enquiries, keeps more clients, and gives managers real-time visibility into where standards slip. On an £85 million revenue base, that discipline was worth £900,000 a year.