Discover how Abode Living cut admin by 65% and doubled their capacity – without hiring – by switching to Alto. A powerful story of transformation from overwhelmed to in control.
When Margaret Richardson found herself working late nights at Abode Living for the fifth straight week, she knew something had to change. The Newcastle-based lettings agency she’d built from scratch in 2011 was thriving on paper – but struggling in reality.
“We were suffocating under paperwork,” Margaret says. “Properties that should have been let in days were taking weeks. Tenancy agreements sat in queues. Clients were getting frustrated, and so were we.”
The culprit? An outdated system that couldn’t keep pace with their rapid growth.
When success becomes your biggest problem
On the surface, Abode Living was booming. Their reputation for exceptional service and deep local expertise had helped them expand across the Northeast, from Hartlepool to Northumberland. But behind closed doors, Margaret’s small team was facing challenges:
- Staff were manually inputting the same data across multiple systems
- Critical property information was trapped in email threads and paper folders
- Tenancy agreements took up to 72 hours to process, sometimes longer
- Remote working was nearly impossible with office-bound systems
The breaking point came during an unusually busy month in early 2021.
“Trying to get agreements out for properties we’d matched days earlier,” Margaret recalls. “I thought: this isn’t sustainable. We’re going to start losing business if we don’t solve this now.”
Finding the solution that fits
Choosing a new CRM system felt like a massive gamble. Margaret had heard stories about migrations gone wrong – lost data, frustrated staff and months of disruption.
“I was terrified of making the wrong choice,” she admits. “This wasn’t just software; it was the backbone of our entire operation.”
After weeks of research, multiple demos and conversations with other agencies, Margaret kept coming back to Alto.
“What stood out was how intuitive it felt,” she says. “Other systems had features, but Alto had flow. You could see exactly how it would fit into our daily operations without forcing us to change how we work.”
The switch that changed everything
Despite her careful planning, Margaret still worried about the migration process. But her fears proved unfounded.
“The Alto team was exceptional from day one,” she emphasises. “They didn’t just dump the software on us and disappear. They mapped our workflows, suggested improvements and provided constant support throughout the transition.”
The results were immediate:
- Deal agreed in June and live by August
- Staff fully trained and confident with only three days training
- Team adapting quickly to the new system
“What shocked me was how quickly everyone adapted,” Margaret says. “You can imagine when staff have been using a legacy system for so long, something new can be a shock to the system. But I was amazed at how seamlessly the team embraced Alto.”
“My only regret is not making the change sooner,” she adds emphatically. “If you’re on the fence, jump off. Alto doesn’t just save admin hours – it completely transforms how your business runs.”
The numbers don’t lie: 65% faster processing
With Alto fully integrated, Abode Living transformed overnight:
Tenancy processing time cut by 65% – from 3 days to just hours
“The difference was like night and day,” Margaret states firmly. “Tasks that used to bog us down for hours now take minutes. We’re handling significantly more properties without adding to our headcount.”
One particular feature proved revolutionary: Alto’s integrated e-signature capability.
“Before, we’d prepare agreements, email them, wait for clients to print, sign, scan and return them – it was incredibly time-consuming,” Margaret explains. “Now everything happens digitally, in real-time. What took days now takes minutes.”
Beyond time savings: staff easily handling twice the volume
For Margaret, the most significant change wasn’t measured in hours saved, but in the quality of service they could now deliver. Staff are now able to handle twice the listings volume with the same team size.
“We’ve always prided ourselves on being responsive and personal,” she explains. “But when you’re battling admin, that’s the first thing to suffer. Alto gave us back the ability to focus on what matters—our clients.”
The impact rippled through every aspect of the business:
- Landlords reporting higher satisfaction with faster communication
- Staff morale dramatically improved with less overtime and stress
- Team able to take on more complex portfolio management
“My team is happier, more productive and actually enjoying their work again,” Margaret notes. “They’re finally able to focus on property management and client relationships rather than administrative tasks.”
The advice every agency needs to hear
When asked what she’d tell other agencies struggling with outdated systems, Margaret doesn’t hesitate:
“Stop waiting for the ‘perfect time’ to switch – it doesn’t exist. Every day you spend with systems that hold you back costs you money, morale and market share.”
Her practical advice is straightforward.
In the cloud
Choose cloud-based systems that work anywhere, anytime
Make it accessible
Prioritise intuitive interfaces over feature lists
More integrations, the better
Look for software with easy integration capabilities
Feel supported
Don’t underestimate the importance of responsive support
Ready for whatever comes next
Today, Abode Living isn’t just keeping up – they’re leading their market. With streamlined operations, enhanced flexibility and newfound efficiency, they’re perfectly positioned for continued growth.
“Switching to Alto was genuinely one of our best-ever business decisions,” Margaret concludes. “It’s delivered everything promised and more. We’re not just surviving now – we’re thriving.”
“We’re going to keep growing and genuinely feel supported by Alto to achieve that. Whenever we have a question or something goes wrong, the team always gets back to us with an hour and sorts it immediately.”
