Operational turnaround for a real estate brokerage with systemised workflows

About the client

Chestnut Capital is a New Jersey-based brokerage and investment firm. Despite active deals and teams in the US and the Philippines, there was no centralised workflow — no system for accountability, performance tracking or lead follow-up.

The challenge

• No documented workflows or standardised processes
• Sales, administration and executive teams working in silos
• Booking teams in the Philippines lacked visibility into property availability or client status
• Leadership struggled with forecasting, reporting and team alignment
• Missed rental opportunities from untracked or dropped leads

The solution

Lead management workflow

Rental leads captured and tracked from first inquiry to approval, including background and financial checks.

Cross-team visibility

Executive leadership, administration, booking teams and sales integrated with transparency at every stage.

Property management integration

Workflows aligned with property availability, viewings, approvals and leasing status.

Automations & dashboards

Automated reminders and status changes, with leadership dashboards tracking KPIs, pipelines and conversions.

The results

• Increased rental conversions through streamlined follow-up and viewings
• Higher operational efficiency — faster processing, fewer errors
• Leadership gained visibility into sales performance, rental flow and forecasting
• Philippine booking teams and local agents operating with clear task ownership

The takeaway

Fractional COO services combined with a well-architected work system can turn around siloed teams — especially in real estate, brokerage and property management.