The CRM That Was Hemorrhaging Leads
A 400-unit multifamily operator
Three years of uncleaned data, two brokers using the same contact records, and a follow-up sequence nobody had touched since 2021. The leasing team was manually reconciling leads from Zillow, their website, and walk-ins into a shared spreadsheet — because nobody trusted the CRM.
"We were paying $1,800 a month for software that made our team's jobs harder. Half our leads were duplicates. The other half had wrong phone numbers. We stopped using it and just kept the spreadsheet."
Audited 14,000 contact records. Found 6,200 duplicates, 1,800 invalid emails, and three disconnected lead sources feeding into separate pipelines with no deduplication logic.
Rebuilt the CRM schema around the actual leasing workflow — not the default template. Mapped every lead source to a single intake form with automated routing by property and unit type.
Migrated clean data, ran three role-specific training sessions, and installed a 30-day adoption monitoring dashboard so the operations director could see usage without asking.
reduction in duplicate records
additional software spend — same platform, rebuilt
increase in lead-to-showing conversion in 60 days
The firm cancelled two redundant tools they'd been paying for alongside the CRM. Total annual savings: $38,400. The CRM became the single source of truth it was always supposed to be.