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hi it's chris watkin here back with matt  goddard who is a bit of a legend when it comes   to crm systems big in the game at reapit although  recently left and set up his own business um matt   there are so many crms out there for letting  and estate agents with a new generation of new   ones coming on like your life cycle  and your street which are more of i   would describe as a business generation tool  which just happens to hold customer records   what is the what is the future  of crms in the uk talk to me and probably let's kick off who are the main  ones that people should potentially consider   and i appreciate you you are ex reapit and  i know you're a big fan of it but i think it   i think it's important that you highlight the  other main competitors and be the bigger man   so let's leave reapit to the end so so i do like  repeat as well uh because my clients say it's good   as well so i think we'll just get that one out of  the way right come on then well that's all right   as you know i bleed blue and white from reapit  without saying i bleed green and yellow from my   foxton's days boss i'm very good crm but without  sort of putting my tongue in the cheek there's   i have actually had some experience of some  great crms over the years obviously parts of   joining reapit and helping take lettings  and client accounts to market was   working with some amazing estate agents helping  them migrate over to the repeat solution   and through doing that the first one that we  dealt with was cfp uh win man a very very good   lettings client accounting product albeit slightly  old now falling under the zupler banner and   probably about 34 of the clients we migrated came  out from that okay can't actually get that anymore   can you no no i think they're moving everybody  over to their alto product now is my understanding   and another one in their suite which again is is  one that's getting migrated to alto is dupix again   very good from a lettings and client accounts  products meant that we could always see who the   money belonged to which in end migration is a big  big part of it if you don't know who the money is   then you obviously can't migrate them and as you  touched on at the start there's this of a raft   of new products coming along and it's it's always  difficult especially from the outside picking out   what these products actually do are they business  generation lead management's almost like a very   light sales force in terms of their approach to  it which the crms do it's certainly my experience   that just needs setting up configuring and that  is part of what i'm doing now is is looking at   if you're paying for a crm are you getting  maximum value out of that product is that the   job you do now you get it's one of the elements i  provide as a service so you're paying for a roof   if it's for example are you making the most of  all the functionality that's there and it's an   old adjuster you use about 20 of the software you  actually pay for but surely that should be reapits   job to do that why should someone get you in  it's because i will look at it not from a vanilla   overarching point of view of  saying as a business you could   i get into the detail i've often been  told i get into the weeds was a term used   at certain points though maybe i took  umbrage too but i enjoy getting to the detail   learning about business then setting up the  software to mirror that but but again let's   come back to the terminal the big question is  this is a crm a customer record machine that   should generate your business or should you have  a business generation machine that calls records   i actually have a third option which is uh they  call it an erp but it's your business software   to put it with another badge on it which  is it runs everything right the way through   your accounting through to general ledger and to  diary management and that side of things so it's   not just about lead nurturing it's your whole  backbone of your business now interestingly   i'm of the opinion that the two things that ruined  the uk state agency was one the portals and two   crms okay okay let's just go down this just just  a rabbit hole just for a couple of minutes is in the old days we used to have hot boxes  and matched people you know i'm talking   more business generation that's my passion i  appreciate we have to have software that keeps   the clients monies happy but in terms of business  generation do you is that a fair comment that that   that is a direct that is delivered to the door  of crms that they've ruined business generation   i need to understand a bit more about why you  feel the crms have ruined the business generation   because basically estate agents have just manually  put people on the system they've gone into a big   black hole of the record system and then when when  a property comes on the market they press a button   and it emails it to everyone when  in reality it's picking the phone up   or is it the estate agent's  fault for losing the hot boxes i think it's a combination of both and i'm going  to say that and i hesitate for a moment because   i've seen both sides in the business i've seen the  same crm system uh before one of that phrase used   in similar businesses to different uh levels  of effect um and the reason that is is the crm   is set up more appropriately for the company and  what the company wants to achieve but secondly   the business values and drive is focused around  those core qualities that you talked about do you   think a lot of estate and letting agents are out  there want it a magical out the box you know plug   and play and they don't you know it's like most  things in life you have to put the work in to get   the work out yeah there is that element and it's  very much a case of if you dedicating the time   to getting the quality in you know [ __ ] [ __ ]  out is a turn of phrase that that comes from that   and if you do put that effort in but then i've  seen an extreme version when i've been over in   australia where some of the business generation  people don't touch the crms they work in   their old-fashioned approach of nurturing their  black books and talking to the people they need to   and then they hand off the the follow-ups  and administration to their their admin teams   and they just focus purely on that business drive  it's what works for the company do you think a   lot of agents blame their crm when in reality  they should look at themselves in the mirror   it comes back to my sort of three core principles  which is the people and process first and then you   start to look at the products if you've got those  elements right it also makes it easier for the crm   companies to set up the products if you know what  you want if you're very defined and very clear   then the customizable bits can be geared up to  work and ultimately all companies know they've   got usp they feel that they've got an edge over  the competitor on the high street they need to   be able to to vocalize that and pass that on to  the companies that they work with as partners   so if i ask you today what the best crm is what  are you going to say i would probably go for   rupert but of course you're going to say that  aren't you absolutely what do you think repeat   could do better uh probably working with my new  company more helping them customize the solution   but come on what could they be doing better i  feel the customer um probably what we've lost   since the management buyout is a level and maybe  a little bit before management is a level of the   the customer service and relationship management  and people often look at and say well hold on   simon's gone matt's gone gary's gone reapit's  lost it's sold and it hasn't the people who   deployed the projects when i started the likes  of jazz claire who had project management or   stu mackay heads up relationship management  they're there they're still the same people   they're still the same contacts maybe we were a  little backwards in in making those people visible   but the good people who believe blue and white are  still in that business and they're still pushing   that relationship and that customer service and  i know with mark coming in and and heading it up   there is a renewed focus on it he is ultimately  the mark being mark armstrong the new ceo   he is ultimately a support person who worked 20  years in the support team and that is a passion of   his so i think we will see it but it's a difficult  one to start building those two areas back up to   the where the level they were when i joined reapit  10 years ago i do hope so because i've got a lot   of time for repit i just feel they've kind of  lost their way in the last couple of years well   the good guys are still there okay well they need  to probably just elevate them up and put some more   uh people yeah yeah visibility yeah  thank you for your time today thanks you