The enterprise friction point
Horizon Realty received 300+ monthly leads but could not scale against them. Response times averaged 4 hours on weekdays and 12+ hours at weekends, against an industry benchmark where leads contacted within 5 minutes convert 900% more effectively. Agents also lost hours qualifying prospects who were never going to transact, leaving little capacity to actually show homes and close.
Transformation objectives
- Enable 24/7 lead engagement across every inbound channel.
- Qualify instantly on budget, location, timeline and pre-approval status.
- Route only high-quality prospects through to human agents.
- Preserve personalisation while eliminating manual qualification.
Discovery & architectural audit
Sales leadership summarised the problem directly: agents spent roughly 70% of the day trying to get someone on the phone, leaving very little time to show homes and close sales. The audit confirmed the bottleneck was time-to-first-contact, not lead volume or lead quality.
The Fortiv AI architecture
- 01
Omni-Channel Engagement: A conversational agent working SMS, email and web chat simultaneously, opening personalised contact within 30 seconds of a lead arriving.
- 02
Natural Language Qualification: Human-like conversation covering move-in dates, pre-approval status, agent exclusivity and price range, including objection handling.
- 03
Automated Scheduling: Real-time agent availability checks, proposed viewing times, booked appointments and confirmations, with conversation summaries pushed to the agent.
- 04
Long-Term Nurturing: Unqualified leads routed into drip campaigns carrying periodic market updates and matching listings.
Verified audit outcomes
Post-deployment impact
- 90% Reduction
- In response latency — from 4 hours to under 2 minutes
- 35% Increase
- In lead conversion within the first quarter
- 15+ Hours
- Returned to each agent every week
- 300% ROI
- Achieved within six months of go-live