Time saved. Room to grow.
How Tom and TJC Surveyors replaced manual administration with a clearer workflow, giving a growing team more time for customers while keeping service personal.
THE PRACTICE
Residential expertise. Personal service across the Midlands.
Based in Worcestershire, TJC Surveyors is a RICS residential surveying practice covering the Midlands. Led by director Tom, the team specialises in RICS Level 2 and Level 3 residential surveys, alongside private valuation work.
I think we’ve probably cut some of our processes in half by time, which is invaluable for members of the team.
Tom · Director, TJC Surveyors
Less routine work. More capacity for customers.
Tom describes the difference that a more structured process has made to administration, communication and the practice’s ability to grow while maintaining its service standards.
less time on some processes
Tom estimates that time spent on some processes has been cut in half, freeing capacity for the team and the growing number of clients they support.
structure at every stage
A consistent workflow supports the team’s internal procedures and RICS compliance, with more contact points and clearer information for clients and referrers.
without losing the personal touch
Processes can evolve as new people join the team, helping TJC maintain its standards across inspections, paperwork and service before and after a survey.
Results are an individual customer experience and will vary according to each business, implementation and use of the platform.
A growing practice. The same care for every customer.
Tom explains how TJC moved from a manual process to a more efficient way of working, while keeping its established procedures and personal approach.
- Reducing time spent on routine administration
- Bringing structure to the surveying workflow
- Keeping clients, referrers and colleagues informed
- Adapting processes as the team grows
- Combining automation with personal service
A conversation with Tom.
The customer interview, lightly edited for readability while preserving Tom’s meaning and experience.
Who are you and TJC Surveyors?
My name is Tom. I am the director of TJC Surveyors.
We’re a RICS residential surveying practice, based in Worcestershire and covering the Midlands. We specialise in RICS residential surveys at Level 2 and Level 3, as well as private valuation work.
What were your goals for a CRM?
Our main goal when implementing Survey Booker was to take our very manual process and make it more efficient without losing the high levels of service that our clients expect.
The biggest benefits we’ve seen have been in our time management and the structure it has brought to our workflow. We’ve seen time savings across administration before the survey, and an increased number of contact points with clients.
In a lot of ways, it has allowed us to replicate and, in most areas, improve our levels of service and communication with clients, while ensuring we remain compliant with RICS and our own internal processes.
What benefits have you seen?
The main benefits we’ve seen from Survey Booker have been as we’ve grown and progressed as a company. The software complements the process of growth within a surveying firm so well.
It has allowed us to tailor and alter our processes as we’ve grown and added new members to the team.
It has been pivotal in allowing us to grow while keeping the same high levels of service, without compromising our inspections, paperwork or processes before and after the survey.
How has it helped you engage customers?
Survey Booker has helped us engage with customers, referrers and our team through automation.
It has allowed us to expand our processes and provide more transparency and information for our clients and referrers, as well as our internal team where needed.
We’ve seen this reflected in our online reviews and the feedback we receive about the transparency and efficiency of the procedures we’ve put in place.
Were you sceptical about using a CRM or Survey Booker?
We were never overly sceptical about implementing a CRM system, as we knew it would increase our efficiency. We just wanted to make sure we chose the right system.
Survey Booker has been invaluable in that respect. It has really complemented our growth as a company.
We were able to take a manual process and automate it from the start, while ensuring it was still personalised and complemented our established procedures.
I think the biggest thing we’ve seen is the time saving. We’ve probably cut some of our processes in half by time, which is invaluable for members of the team and the number of clients we’re now dealing with. It all complements the growth of the company.
What have you been most impressed with?
We have been impressed with Survey Booker from its initial implementation through to the ongoing support and the diverse range of tools we now have access to.
I absolutely would recommend it. A good CRM system is integral to a company, particularly in the surveying industry.
Survey Booker has allowed us to grow and evolve as a company, and I would recommend it to anyone out there.
Make room for growth. Keep the service personal.
For TJC, the value of automation extends beyond time saved. A clearer workflow gives the team a way to adapt, communicate and maintain its standards as the practice grows.
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