Case Study: Rightmove plc

How we help Rightmove make it simpler to buy and sell property.

The Problem

Rightmove is the biggest property portal in the UK, with 10 million unique users per month. Its website and mobile platforms generate tens of thousands of email and phone leads per day across its membership base.

Rightmove was unhappy with its existing provider due to complex manual processes for finding & provisioning numbers, with only monthly reporting. Estate agents need reports at least weekly for the data to be meaningful.

With a sprawling estate of 40,000 NGNs, the problem had become unmanageable. Rightmove needed to take control of their numbers, and improve their service to clients and end-users.

The Solution

We started with a pilot project, pointing a selection of Rightmove’s numbers at the storm® platform. We provided Rightmove with simple self-provisioning number management and a real-time view of all their traffic across geographic and non-geo numbers.

Already experiencing the benefits of faster management processes and increased visibility of key metrics, Rightmove decided to move all their numbers onto storm. This process was expected to be lengthy and arduous, but the customer was impressed when it was complete after just a few weeks.

Once fully set up on storm, Rightmove began exploiting the full power of the platform. Call recording on-demand helps estate agents improve their sales techniques, while valuation request alerts ensure that leads get followed up quickly. And the Telephone Lead Report provides every customer with a summary of all calls received via Rightmove numbers.

The Problem

Rightmove is the biggest property portal in the UK, with 10 million unique users per month. Its website and mobile platforms generate tens of thousands of email and phone leads per day across its membership base.

Rightmove was unhappy with its existing provider due to complex manual processes for finding & provisioning numbers, with only monthly reporting. Estate agents need reports at least weekly for the data to be meaningful.

With a sprawling estate of 40,000 NGNs, the problem had become unmanageable. Rightmove needed to take control of their numbers, and improve their service to clients and end-users.

The Solution

We started with a pilot project, pointing a selection of Rightmove’s numbers at the storm® platform. We provided Rightmove with simple self-provisioning number management and a real-time view of all their traffic across geographic and non-geo numbers.

Already experiencing the benefits of faster management processes and increased visibility of key metrics, Rightmove decided to move all their numbers onto storm. This process was expected to be lengthy and arduous, but the customer was impressed when it was complete after just a few weeks.

Once fully set up on storm, Rightmove began exploiting the full power of the platform. Call recording on-demand helps estate agents improve their sales techniques, while valuation request alerts ensure that leads get followed up quickly. And the Telephone Lead Report provides every customer with a summary of all calls received via Rightmove numbers.

Before

After

Rightmove had to follow a complicated manual process for finding and provisioning numbers. With 40,000 numbers to manage, this entailed significant overheads. Simple point-and-click provisioning of geographic and non-geographic numbers has helped Rightmove reduce the turnaround time on service updates by 97%.
The existing provider also only offered monthly reports on traffic passing through Rightmove numbers, which was not often enough to be useful to their customers. Real-time information and call-recording on-demand gives estate agents all the data they need to monitor their quality of service and optimise sales effectiveness.
If an estate agent missed a call which came from a Rightmove number, by the time they picked up their voicemail it could be too late; leads were lost due to slow follow-up. Missed calls prompt email alerts to ensure that estate agents follow up rapidly. Valuation requests from online also trigger alerts to relevant agents.
Estate agents knew it was important to be listed on Rightmove, but the connection between their presence there and closing more deals was not clearly measurable. An auto-generated Telephone Lead Report shows estate agents exactly how many leads are being delivered by Rightmove, making it easy for them to see their ROI.

How it Works

  1. Rapid, intuitive provisioning of geographic and non-geo numbers.
  2. Phone leads to Rightmove numbers are forwarded to estate agents via storm®, which records calls on-demand for quality and training purposes.
  3. Customers request valuation via website, prompting instant email & SMS notifications to relevant estate agents.
  4. Estate agents can react to valuation requests immediately with the real-time tools supplied.
  5. Different reports generated at local and enterprise-wide levels, enabling estate agents to assess performance while Rightmove has holistic view of all traffic passing through their numbers.
“Rightmove uses storm® to deliver tens of thousands of leads to UK estate agents every day. In the current climate, it is essential for our clients that every lead is easy to monitor and that no opportunities are missed. Our customers need to be agile and responsive in the way they handle enquiries or they could risk losing thousands in revenue. storm allows us to make the buyer’s journey as smooth as possible, providing our customers with improved visibility of telephone leads, enabling them to react instantly in a competitive environment while also saving us valuable administrative time.”

Miles Shipside – Commercial Director, Rightmove plc

Learn More

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