Less administration. More capacity to grow.
How independent surveyor Fraser used Survey Booker to bring his customer journey together, reduce routine administration and create more room for sales and service.
Independent expertise, supported by a more connected process.
Holywell Surveyors provides RICS Home Surveys and valuations throughout Southam and Warwickshire. Fraser guides homebuyers and property investors through important decisions with an expert, impartial opinion.
I don’t think I realised until I started using Survey Booker the amount of challenges and inefficiencies I had within my process.
Fraser · Holywell Surveyors
Time returned to the business. Capacity returned to Fraser.
The figures below are Fraser’s own assessment of the difference Survey Booker has made within Holywell Surveyors.
less administration
Fraser estimates that he now completes only 10–20% of the administrative work, with Survey Booker supporting the remaining 80–90%.
increase in weekly fees
More capacity and a connected sales journey have contributed to a reported increase in the practice’s weekly fees.
regular engagement
Tailored automated emails and consistent updates help customers feel informed, valued and listened to throughout their journey.
Results are an individual customer experience and will vary according to each business, implementation and use of the platform.
From hidden inefficiencies to a more connected customer experience.
Fraser explains the practical effect of moving administration, communications and diary management into one surveying-specific platform.
- Reducing repetitive emails and administrative pressure
- Creating capacity to take on more work
- Maintaining a personal voice through tailored automation
- Receiving hands-on onboarding and ongoing support
A conversation with Fraser.
The complete customer interview, lightly edited for readability while preserving Fraser’s meaning and experience.
Who are you and Holywell Surveyors?
My name is Fraser, and I run Holywell Surveyors, an independent surveying firm based in Warwickshire.
What challenges did you face before Survey Booker?
I don’t think I actually realised until I started using Survey Booker the amount of challenges and inefficiencies I had within my process.
If you really look at the customer experience from start to finish, there are at least ten emails going backwards and forwards. Writing those manually, while keeping on top of compliance and terms, takes up so much time—especially as an independent—and it is another thing to worry about.
With Survey Booker, that is all managed and I don’t have to worry about it. From that perspective, it has been a great pressure release on the operational side of my business.
How much time have you saved on administration?
It is hard to quantify exactly how many hours I have saved in a week, but I would typically say that I am probably doing 10–20% of the administrative work and Survey Booker is doing the extra 80–90% for me.
It has been incredibly beneficial from that perspective. I can allow Survey Booker to effectively run my diary for me.
How much have your sales grown?
Conservatively speaking, I would say probably 50% as an increase in my weekly fees.
That actually feels like it can go even higher the more I refine how I use Survey Booker. When you compare the monthly fee with how much you could potentially turn over additionally, it is not even relative from a value-for-money perspective. You are spending a small amount with Survey Booker to receive a huge benefit and reward from the additional sales you can bring in.
How has Survey Booker helped you engage customers?
Survey Booker gives you templates that you can edit and customise in whatever way you need to fit the voice of your business.
That has been really beneficial to me because my main scepticism with any automated customer system was that the personal touch would be removed from the process. I don’t think it is. With Survey Booker, you have the tools to tailor your emails and the way you speak to customers so the voice remains who you are.
Instead of reducing engagement with customers, for me it has almost felt like an increase. Through the automation and regular updates, customers feel more valued, listened to and spoken to.
What have you been most impressed with?
As much as I wouldn’t live without Survey Booker now, and I think it is a fantastic product, the thing that has most impressed me is actually the Survey Booker team.
They have been so hands-on and engaging from the beginning, and they have gone at the pace I needed to get set up. For a company that runs a customer-experience improvement platform, having those values in each of the individuals who work there is fantastic.
It promotes confidence that they are continually working to improve the process and experience they give customers. I would like to say a massive thank you to Matt and the team because it has been first in class in the industry in terms of that onboarding experience.
Automation did not replace the personal touch. It created more room for it.
For Fraser, connecting routine administration and communications has relieved operational pressure while helping customers receive more consistent updates in Holywell Surveyors’ own voice.
More real experiences from surveying practices.
Explore the complete customer story library or continue to Landview Surveyors.
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