Facilitating network growth with one-call resolution for EweMove head office and franchisees
EweMove at a glance
Award-winning estate and property management company and part of The Property Franchise Group - the UK’s largest multi-brand lettings and estate agency franchising group.
I’m based at Moneypenny, but in my head I work for EweMove and I absolutely love it.
Prior to working with Moneypenny, EweMove experienced poor service from other providers and for this reason, we were set four key objectives:
Achieve service levels consistent with EweMove's own team
Ensure consistent full CX provision
Manage EweMove's full customer journey
Deliver one-call resolution (unique within the estate agent space)
Tailored 24-hour service
EweMove’s proposition states that customers should be able to reach a member of their team 24/7 (even those franchisees working single-handedly). Building a dedicated 24/7 operation at head office was not something EweMove wanted to deliver or manage themselves.
Completing a small-scale test with eye-opening results
As the property sector’s go-to provider with over 17 years’ experience, we help EweMove deliver on its brand promise of being contactable 24/7. The success of an initial test with a small number of franchisees surpassed anything EweMove had experienced previously with other suppliers. This exercise gave them the confidence to move forward, knowing EweMove’s first point of contact now reflects its brand promise.
Companies with a customer experience mindset drive 4-8% higher revenue than competitors
Forbes Leadership Forum
Customer Team Leader6 years
Integrated seamlessly with
in-house processes
Our ability to access property listings and available viewing times with all the associated information, book viewings and valuations, put offers forward, take payments, and carry out credit checks, means callers assume we’re based in-branch. One-call resolution is unique within the agency space and is one of the reasons why EweMove continues to win the industry accolades it does.
A shared understanding and long-term partnership
EweMove’s dedicated team here at Moneypenny is overseen by lead agent, Kay. Kay and her team have a great rapport with EweMove head office and franchisee owners. During the pandemic, we helped EweMove react decisively to the fast-changing property market, scaling down rapidly with them in the early months, but then working together to maximise the remarkable industry recovery thereafter. Following rigorous mystery shopping and practical assessments of response times, quality and overall delivery of service, EweMove went on to win the highest CX accolade in the estate agency industry in 2022: EA Masters Estate Agency of the Year.
Extremely prompt response to my enquiry..
‘‘Extremely prompt response to my enquiry and viewing arranged within couple of hours.
EweMove really are by far and away the best agents in the cirencester area.’’
Moneypenny awarded ‘Supplier of the Year’ at EweMove’s 2024 Conference
Best National Agent! Our Triple Win at The EA Masters
EweMove celebrates becoming the first-ever estate agency to win the ‘triple crown’ at the UK’s biggest agency event, the EA Masters Awards
Come visit us and let’s talk
Samantha Jones, our Commercial Director for Bespoke Customer Teams, is ready and waiting to discuss your needs in more detail. Complete this form or call her today on 0333 202 1005.