Zoopla transformed critical communications during the pandemic 

With Conga’s end-to-end commercial operations solution, Zoopla saves time and streamlines customer messaging 
Woman looking at Zoopla's website

UK-based Zoopla is a comprehensive property sales and lettings portal. The app provides users with information on sold property prices and current value estimates, area trends and statistics, as well as a directory of expert local estate agents. 

When the pandemic hit, the uncertainty surrounding the property market combined with the reported risks to the wider economy led to agents cancelling their direct debits for Zoopla’s portal.  

 To ease agents’ panic and to help them during this challenging time, Zoopla offered its customer support packages for free, up to nine months. But Zoopla didn't have a way to quickly reach its entire customer base to let them know about this promotion, nor were they able to negotiate new contracts with customers or set up direct debit when the offering period ended. 

 In addition, Zoopla needed to be able to facilitate agents signing new contracts during a then-new remote work life. 

These automated processes were particularly critical for us during the pandemic, where there was so much disruption. The partnership and trust we had already built with Conga made a huge difference in responding to the crisis and supporting agents. When we needed to install Batch, Conga made this possible in just a few days—we simply couldn’t have done it without their support.

Stephanie Mackay
Project delivery manager

Zoopla turned to Conga for an end-to-end commercial operations solution to streamline communication and implementation of its support packages. Zoopla had already implemented Conga Composer in 2014, so when it came time for a solution to their newer, pressing needs, Conga was the natural choice. Zoopla added Conga Sign and Conga Batch to generate and distribute customised contracts and direct debit mandates for its agents to sign electronically.  

With Sign, Zoopla was able to secure digital signatures from agents remotely. Since using Sign, Zoopla was also able to continue securing signatures at the business-critical time of rolling out its support packages at the onset of the pandemic.  

Using Conga Composer, Zoopla can gather the required data into a single document at the click of a button. What used to take up to 45 minutes per document now takes seconds. 

Finally, Batch allowed Zoopla to generate new contracts and direct debit forms that could be sent and signed with an eSignature. 

Business outcomes

  • Zoopla saw a 200 percent increase in agents in contact, when compared to before the pandemic  
  • Compiling information for business reviews used to take up to 45 minutes per document, but now takes approximately three seconds 
  • Generating and sending direct debit forms individually to 1,000 agents now takes just 45 minutes, down from more than eight hours 

Since implementing Conga’s product suite, automating our processes accurately and reliably has saved our account managers so much time, meaning more time can now be devoted to servicing existing customers and generating new business. These automated processes were particularly critical for us during the pandemic, where there was so much disruption.

Stephanie Mackay
Project delivery manager

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