The client:

Nick Dunning Associates is a leading property services provider. It specialises in residential property sales and lettings, property management, commercial property sales, financial services including mortgages and insurance, surveying and property maintenance.

Its high street brands include Townends and Stirling Ackroyd estate and lettings agents. It has built its success on a reputation of excellent customer service and recruiting and retaining great people at every level, investing in people, property, potential and growth.

The challenge:

Property services provider Nick Dunning Associates was struggling to effectively manage the online presence of its 27 real estate branches across the UK.

Currently trading as Townends and Stirling Ackroyd, and with further acquisition plans ahead, the Nick Dunning team needed a scalable solution that would drive accurate and consistent online data across its brand portfolio, and provide a simple, structured way for it to oversee its online reputation management, including online reviews.

Having previously worked with a location marketing solution at Countrywide, Warren Wilson, digital marketing manager, knew exactly what he needed.

The strategy:

After thoroughly researching the market and upon receiving a recommendation, Wilson chose Uberall over the previous solution.

The Nick Dunning team was assigned a customer operations contact, and three weeks before the contract started, the implementation process was underway. Before and after synchronising the collected data across 54 intelligent platforms, Uberall undertook quality control checks to match the correct profiles of each physical location and ensure optimum data accuracy. 

With Uberall’s guidance, Wilson was able to successfully create a Facebook location structure and connect each location in Google My Business. Training at each stage of the implementation process was put in place to ensure the process would be completed quickly and easily. Once the implementation was complete, Wilson could keep track of all the listings through the dashboard – including profile completeness –, and sync updates, as well as Google and Facebook traffic, saving a huge amount of time and resource investment. In addition to listings management, Nick Dunning Associates was also keen to get a solution in place to manage its online reviews. 

Wilson explains: “Within real estate, 40% of new business comes via recommendation, so it’s vital online reviews are actively managed. We now have one platform that pulls together all online customer reviews in one place, and we can respond directly. Uberall does everything I need it to do!”

The result:

Nick Dunning Associates can now monitor profiles and sync updates across 54 platforms – including Google, Bing, Facebook, Apple Maps, and Yelp – all at once from a single dashboard. As a result of this increased online visibility, customer engagement has increased dramatically and Nick Dunning Associates is now rated 10 out of 10 for customer operations. Nick Dunning Associates also gave Uberall a +100 Net Promoter Score and is extremely likely to recommend Uberall in the future.

Describing the implementation process as “seamless and easy”, Wilson was delighted to have all of Nick Dunning Associates’ branches synchronised across major directories, including Google My Business and Facebook, within just a few weeks. “The whole implementation process was seamless, and our Customer Operations Manager, AJ, was phenomenal. If we had any concerns, she would handle them straight away,” says Wilson. “The application training throughout has been great, and has left us feeling confident in the day-to-day operation.” After just several weeks using the platform, the highlight for Wilson has been the analytics functionality.

“Uberall does everything you need it to do, all from one platform,” Wilson adds. “And it’s so easy to use. I would highly recommend Uberall to anyone looking to effectively manage their online presence. Thanks to the team, the implementation process was a great success.”