About M&M Estate & Letting Agents

M&M Estate & Letting Agents, based in Gravesend, Kent, has been serving the local community for over 40 years. As an independent estate agency, M&M prides itself on offering personalised service, helping clients navigate the property market with ease. The agency specialises in residential sales, lettings, and property management, focusing on delivering a customer-first approach. Over the past 18 months, M&M has worked closely with Complete ASAP to enhance its sales progression operations, leading to significant improvements in efficiency and service delivery.

The Challenge

Prior to working with Complete ASAP, Richard Reeves, Sales Manager at M&M, found himself taking on many sales progression tasks alongside his leadership role. As the business grew, managing these day-to-day operations started to limit his ability to focus on broader business development and growth. “In the first few years, I was handling progression myself. As the business expanded, I realised I needed to free up my time to focus on the bigger picture,” Richard shared. Although M&M had a sales progressor in-house, occasional absences due to holidays or sickness created gaps in the workflow, requiring Richard to step in more often than desired and preventing him from dedicating time to other crucial areas of the business.

The Solution (Working with Complete ASAP)

Richard turned to Complete ASAP in 2022 after recognising the opportunity to streamline the sales progression process. Initially hesitant about outsourcing due to concerns about control and customer service, Richard decided to test Complete ASAP’s services by sending over a few files. The results were immediate, and he quickly realised the potential of working with a dedicated team.

“I was unsure about outsourcing at first, but when I tested Complete ASAP’s service, I saw how straightforward it was. It became clear that we could send the entire pipeline to ASAP, freeing up my time to focus on the business,” Richard explained.

Complete ASAP’s sales progressors took over the full pipeline, handling everything from uploads to fact-finding calls, significantly reducing the burden on Richard’s team. The team at Complete ASAP provided consistent and reliable support, ensuring smooth operations even when Richard’s in-house team was unavailable. This seamless integration allowed Richard to focus more on business development and less on the daily details of progression tasks, providing valuable time for strategic growth.

The Impact

Since working with Complete ASAP, M&M has seen significant improvements across the board. The agency’s sales pipeline has grown by 2.5 times since July 2023, a direct result of the efficiency introduced by Complete ASAP’s team. “The pipeline has grown substantially since we started working with ASAP, and a lot of that comes down to the fact that I’m no longer bogged down with the details of each sale,” Richard stated.

One particularly challenging case involved a property chain with three sales, where one solicitor failed to submit key paperwork, causing delays. Complete ASAP’s team was able to keep all parties in the chain informed, reducing tension and ensuring the sale didn’t fall through. “There was one particular case where the chain was on the verge of falling apart, but Complete ASAP’s team kept everyone updated and pushed the sale through,” Richard recalled. Thanks to their proactive approach, the sale eventually completed, and the client was impressed by the level of communication they received.

The Future

Looking ahead, M&M plans to continue expanding its business with Complete ASAP as a key partner. The agency is exploring the implementation of a white-label service, which would integrate the sales progressor even more closely with the M&M team. “As the pipeline continues to grow, I’d love to introduce a white-label service and explore additional solutions with ASAP,” Richard shared. With their continued growth, Richard sees Complete ASAP as an essential part of the agency’s future, helping ensure smooth and efficient operations.

Complete ASAP also values the collaboration with M&M. “Working with M&M has been brilliant,” says Jamie Taylor, Operations Director at Complete ASAP. “They have a dedicated, forward-thinking team, and it’s been a pleasure to integrate our services to help them grow and provide exceptional service to their clients. We look forward to continuing this collaboration and supporting them as their pipeline expands.”