Zoopla has announced a multi-million pound investment into its stable of estate agency software – plus a new strategy. Some 10,000 agents will start to see product updates shortly.
Ultimately the goal is to combine all the products into one market-leading mobile-enabled service.
Until this happens, though, Zoopla’s full suite of existing software products will continue with full support.
The strategy will be spearheaded by Zoopla’s new head of product for software and productivity, Carl Olivier, who joined in February from Skype.
The new initiative will result in the delivery of what Zoopla describes as market-leading customer relationship management software.
The strategy follows ZPG’s acquisition last year by US equity firm Silver Lake for £2.2bn.
Zoopla’s software products include those under the umbrella of the Property Software Group acquired in 2016, and Expert Agent acquired in 2017.
Zoopla managing director Charlie Bryant said: “With the property market facing mounting pressure from all angles, agents need innovative partners that will give them the competitive edge to be successful.
“Following ongoing engagement with our agent customers and the gathering of their feedback, we are investing heavily in technologies that will enable a truly hybrid property lifecycle.
“It is more important than ever before to have an ‘always on’ approach with consumers.
“As a key example, our recent research shows that the most popular time for an agent to receive an enquiry from a potential buyer is between 8pm and 9pm.
“Our new software strategy will give agents the power of disruptive online and mobile technologies resulting in an improvement in the quality of leads and efficiencies for their businesses and, in turn, providing value to their customers.
“As part of this investment, we are committed to supporting our existing agent software platforms.
“Nearly 10,000 agents rely on Zoopla software products to run their businesses day-to-day and we will ensure continuous improvement of these products to help them run their agencies every day.”
“Zoopla rely on nearly 10,000 agents to enable their business to keep going”.
I fixed it for you.
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No matter what they spend, it’s not going to make a difference. Most of the agents I know have ditched Zoopla. They may be cheaper, but you get what you pay for, most leads generated are useless. Vendors have over inflated expectations on values due to their on line tool kit and tenant enquiries, in my experience, are of poor quality that would rarely pass referencing.
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This article is about the CRM software they own / try to upkeep. Not the Portals. Anyway I think your find Zoopla gives most agents the best ROI in terms of how much it costs vs RM.
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Most of the EAs near me are coming back to Zoopla (or never left in the first place)! Funny how you can make your opinion sound like a fact.
Zoopla are overhauling their valuation tool, they are aware that it has not been too accurate to date.
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Have to say that’s not been our experience- we market with Zoopla & RM- a recent review of business generated (not leads) from the two portals put Zoopla at nearly 65% with RM at just over 35% but RM costs around 50% more a month. Reality is that different portals exceed in different markets- Zoopla is very good for lettings in London. However this article is about their CRM platform not the portals.
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Agents need to win saleable, letable instructions, they need to control costs. For over 10 years now a single platform to support the diversity of GMW, Solex,Vebra, Core, CFP, Jupix and Expert Agent clients has been a necessity, not for the agents but for GMGPS- PSG then ZPG who are having to support all of those legacy systems. For a very long time now ALTO was the platform that was going to do all of that.
I am confused by what is being said here, is there a new Alto coming or a new Zoopla? The diversity of agents covered by a whole generation of CRM systems means a single platform CRM is practically impossible The specialism to produce a full audit trail, double entry client cash accounting system for letting agents through to block management alone is going to present the dilemma of not bothering to do it properly and leaving some clients on a legacy system or doing it properly which is time consuming and costly, getting that stable is a challenge I respectfully can’t see many people capable of delivering.
If there’s a new bells and whistles Zoopla on its way all connected and real time, its inevitable the substance of the CRM system will likely suffer.
This story does show a fresh commitment to agent clients which has to be a good thing after the mish-mash of the past 9 years and I applaud Mr Bryant for what he is attempting but hells teeth it is one heck of a thing to be attempting.
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I have a number of offices with Zoopla (portal) and one of their operating sytems and I’ve had the pleasure of meeting Charlie and Carl – I can confirm that their vision is exciting. There is definitely a fresh approach and they are listening to EAs and what we want/need.
I think the proposition is both the operating systems AND Zoopla portal being radically updated and enhanced Robert.
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Did they give you an indication how long Dave?
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Hi Robert,
I hope you are well.
I think we all know that Silver Lake bought Zoopla. I think we can all guess that Silver Lake might plan to substantially increase the value of Zoopla over the next 4 or 5 years. But that’s just my assumption. So these changes must therefore happen over the next couple of years or so….
Therefore, I think the plan would have to be immediate work on the software products to enhance our (EAs) experience. If they plan to merge the software products then I suppose we’ll all see changes being made over the next 2 or 3 years. Again, that’s just my opinion, not inside information as such.
Zoopla as a portal needs updating and overhauling. They need to listen to EAs and treat us as allies and customers (not treat us with arrogant contempt like RM do). This has already started and I know that a number of EAs accross the country have had in-depth conversations with Charlie and Carl. For example, I think their valuation tool is being worked on presently and there are additional and equally exciting plans in the pipeline.
I don’t work for them! I am excited by what I am hearing from them though, and I believe lots of non Zoopla EAs will look at them in a different light in the near future. I predict a different looking Zoopla portal in 2 years’ time.
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With quite a lot of insight into this I am struggling to see where the uplift in value is going to come from. 10,000 CRM users on multiple platforms which includes 2 client cash accounting systems is a logistical nightmare as the 18!!! year build of an ASP then cloud version of winMan and 10 year attempt to build a unified single platform have proven.
10,000 users’ needs can’t be ignored.
The portal side of things, 11 years as #2 to Rightmove suggest unless there is something no-one else has thought of an uplift in value has to come from lots more users and the civil war that still ongoing with OTM isn’t going to help any. (MrsF now revealed as ZPG has not held back on stirring the pot for OTM)
It will be interesting to see what’s on offer but lets hope we don’t have to wait as long as we’ve all waited for ALTO
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Of all the people out there Robert you of all people know that only a fool puts a timeline on delivering a tech product- especially something as epic as an all-encompassing crm!
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that’s why Im a bit bemused by this PR: , its all good, its all good err we’re building something else.
Can you identify any operational shortfalls in your CRM systems that make you want to even contemplate a closing balance, opening balance, suspense account and parallel running disruption to your business? If it ain’t broke you won’t fix it, you certainly won’t fix it for your service supplier’s benefit
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We saw this when ZPG retired Vebra Premise. Their message:
“You can spend £10,000pa on our new unnecessary all singing and dancing Alto for Lettings instead of your £1200pa support charges for Vebra that serves your business perfectly well.” Hmmm..
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Premise was retired due to age and non-compatibility with GDPR regs. The platform just wasnt able to handle what was required under the new laws.
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I assume you work for ZPG, Mrs F, because this was not the message that your co-workers put out. Other software providers could not believe that ZPG did not have the capability (with all your millions spent on software) to upgrade Vebra to be compatible with GDPR.
So its just “age” as the excuse despite it working to serve our customer needs….oh yes and a burning desire to rip off your customers
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Premise was binned because it was a standard accounting system that was forced to do client cash accounting and it didn’t do it very well (a race horse attempting to do the work of a shire) It always struggled against CFPwinMan but agents bought it because they were “Vebra agents”
(Timely edit Mrs F)
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Yesterdays Email to Encorelive (Same as Vebralive) Customers…which I take as replacement software not portal but I hazard a guess would be cloud based.
Quote
“To our valued EncoreLive customers,
We wanted you to be the first to know that tomorrow we will be unveiling a new product strategy for our Software and Productivity group within Zoopla.
Driving the strategy will be a multi-million-pound investment into new technology which will be spearheaded by Zoopla’s new Head of Product for Software and Productivity, Carl Olivier, and will result in the delivery of innovation that further benefits our market-leading agency CRM software, to help you reach more customers than ever in less time. The new strategy follows months of sifting through the feedback provided by you and your peers, in what you need to be successful as a business.
What does this mean for you as an EncoreLive customer? You will see no changes in the foreseeable future.
This is a multi-year investment strategy, and we are committed to bringing you on the journey with us. When the time is right, we will contact you again to show you the fruits of our labour, which we are certain will be of interest – the success of Zoopla software is directly related to the success of your business, so your input and feedback as we implement this new strategy are key.
If you have any questions, please feel free to reach out to your account manager.
Kind regards,
James Toogood
Director of Sales
Software & Productivity”
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It will be an interesting time ahead when theyve finished the software and agents are invited to ‘migrate/upgrade’
As Robert May lists above ZPG now own most of the agent software titles….and they need to rationalise
And as rgs79 has pointed out their upgrade offers arent always what an agent needs …financially or functionally.
For ZPG theres no point in adding more software to their portfolio …so it would seem inevitable there will be a cull.
Casualties and timescale TBA….
I look forward to being over a ZPG barrel as well as my Rightmove one.
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It would not be fair to criticise Mr. Bryant for the challenge he is facing, he has inherited a portal that when the time was right (2009-2012) failed to take advantage of the experience & goodwill Mike , Geoff and Gary, Sean and Ian, Robert and Mark, Oliver and Tom had in their respective platforms to challenge Rightmove.
With portals now becoming a dated concept having a generation 3 (windows 98/XP) portal isn’t such great news, having a set of legacy software systems all designed for a slightly different customer profile is quite a burden so ZPG have to find a way of going more toe to toe with Rightmove or not competing with them at all and concentrating something new. Starting a something new puts them at a massive disadvantage to their old CRM rivals Dezrez and Reapit who have both focused on serving and being loyal to their agent clients, it also makes them vulnerable to more agile small competitors.
Sending out an email saying we’re going to do something (but not just yet) sent out a smoke signal to all the agents and all the D/SAAS suppliers, how it will be interpreted by everyone it affects is something I hope was properly considered.
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This is about the software, not the portal. All software platforms will remain as they currently are for the foreseeable (CFP, VL, EL, Jupix, Alto & EA)
There is more funding and development going in to the products to bring them together and make a super CRM which benefits agents. More functionality, more freedom, better business.
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Did MrsF used to be MissB by any chance?
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Afraid not. I am trying to figure out who you mean though.
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JB became JF (Redruth) one of the smartest, customer focused people I’ve worked with and have total respect for. (very proud of my small part in her accomplished career)
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MrsF
Can I take it that you work for or are closely associated with ZPG?
If that is the case can i ask …
1/ what roughly is the foreseeable future?
2/ when you talk about a ‘super CRM’ do you mean a new single product to replace the existing stable of products
or are you meaning something that sits alongside the existing products that are fed by it?
Thanks
Mark
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Anyone making an enquiry to me between 8pm and 9pm will be getting a message to call back during office hours. This ‘research’ is a myth put out to make it seem that the life of an Estate Agent is incomplete without purchasing their grossly expensive software. To be honest I have ditched all software and just use spread sheets and the diary on the computer. They are all you need, that and dedicated staff who are determined to give my clients the best possible service. Equally, given all the customer data we now have to hold the risk of being hacked is too high. If someone wants to hack our data they will have to break in to the building to get to it. If you’re prepared to send your data into the cloud sooner or later someone else will get their hands on it. As MarkJ puts it, do you really want to be over ZPG’s barrel as well as Rightmove’s. And on that subject nearly 18 months without Rightmove and have just enjoyed a Spring Break with the wife paid for from the saving.
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That’s a lot of data entry and record keeping to do- so many software platforms out there now surely one must deliver what you need? Even some cool newcomers like BestAgent (which is free- although not strictly a crm but a listing tool) and SweepBright to name but 2. From our research, nearly 2/3 of all leads come in when we are shut however using LeadPro (which has a free option) gives them an instant response and gathers further data ready for us when we arrive in the morning. However all depends market sector(s) and areas as to how that applies to your area & demographic.
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We left Expert Agent shortly after they sold out to Zoopla, the 10% price hike was the final nail in the coffin. A portal in charge of crm software is not ideal, especially given the desire to please shareholders with regular increases in profits.
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Zoopla doesnt have shareholders anymore, its a private limited company now. And although there is that direct link from software through to the portal, it does not mean it is mandatory.
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The problem with the execution of that and attempting to make the claim that CRM systems and portal offering are exclusive services is undermined by the difficulty I am facing getting property feeds from some ZPG CRM systems into our agent micro-sites. I have one agent who for over 18 months still isn’t able to display their listings on what is effectively a digital office that’s designed to reinforce their own web site. Its frustrating the agent, their vendors and frustrating me.
Where other service suppliers have helped and willingly agreed to assist our mutual clients, dealing with some ZPG support desks is challenging and difficult.
If the change of direction is to support agents a good place to begin is the understanding a firm of my size should not really be considered a threat to a firm worth £2.2b
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You lost me at “disruptive”.
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Nobody spotted “spreadsheets”? lol, everyone skipped past that.
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I think it’s fair to say that most EAs out there want to see RM tumble. That can only happen if there is a viable alternative..
OTM had a wonderful opportunity to be that alternative – but in my opinion, at the moment it doesn’t look like they will succeed. The next few months will be interesting as far as OTM are concerned and I hope they prove their worth.
Zoopla are now a completely new company/proposition. They are listening to EAs and I firmly believe that in the next year or so they will prove their worth.
I suggest that it would be great if EAs stopped slating either OTM or Zoopla whatever camp you’re in. Perhaps watch what developes over the next year or so and positively analyse both options with an open mind. I am doing that and I will make sure I am on the best of the two portals then wait for the right time to leave RM.
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As I wind down after a busy Property day, I browse PIE …..I read about another Portal proclaiming what it does/can do/will do for Estate Agents (& Letting Agents).
I don’t advertise on Zoopla and it makes no difference to my business not being there. I suffer OTM because of my foolish dream as a former Gold Member that OTM would deliver – it hasn’t, and most likely won’t. Rightmove? I detest! I look forward to stepping off their “gravy Portal train”.
I have reverted to many more of the “Old Ways” this year and funnily enough, I continue to successfully sell & list property.
I accept that we all need Online Advertising for Property ……however the huge industry built up to apparently “serve us”, they are in many, many respects just selling us “stuff” which we don’t need, we are salespeople, being conned by Virtual salespeople. There are some useful/productive virtual services however it’s about identifying exactly what best serves your business in your area/market.
To all the Independent/small Agents out there, look closely at where you are spending your money, in short, stop wasting money on services you don’t need. Sit down, review how you do business …..and carefully consider what delivers success for your business, dump the “fake services” ……my tuppence worth before bedtime.
Sometimes you have to step outside your business and look back in to see what really matters/delivers. Best of luck to all!
FACT – Over 95% of UK Homesellers use a Local/High Street Estate Agent.
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