McArthur Scott

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The Challenge

McArthur Scott had been through two CRMs before Street.co.uk. The most recent switch had been driven by promises of a customer portal that would give homeowners visibility over their sale. Three years later, that portal still hadn't arrived.

The frustration ran deeper than one missing feature. Feedback went nowhere. Feature requests disappeared into a void. As Fiona puts it:

"Nothing was listened to. Nothing changed, it felt like they didn't work with us. It was almost just a database that we could put stuff into."

As the team grew, the workarounds became unsustainable. Every process improvement was self-led, every automation stitched together manually. The agency needed a CRM that would drive those processes alongside them, not leave them to figure it out alone.

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The Solution

McArthur Scott spotted Street.co.uk at EA Masters in the Best Estate Agency Guide three years running. The constant pace of new releases and product development stood out against a market where most CRMs offered the same static feature set year after year. 

"I just saw every year Street were releasing something new to help agents.'" Fiona recalls. "It's not always all relevant to me, but I love a company that's always moving forward, refining and making everything better for their clients."

Even with Street.co.uk as the front runner, the agency evaluated around ten different CRMs before committing. 

The migration strategy was to utilise Street.co.uk's ‘Bridge’ process for a majority of data, and the team went in with eyes open, having already survived one painful CRM migration before. 

Fiona describes the process simply:

"The team were great. I have no complaints. And it wasn't hard because Street.co.uk made it hard. It was just hard because migrating so much data is a hard thing to do."

Street.co.uk’s onboarding team held preparatory meetings, and constantly kept the agency in the loop on progress. With sales data ported across and lettings set up fresh on the new platform, McArthur Scott was operational quickly with the team finding the system intuitive to pick up the essentials fast.

Bringing lettings and client accounting into one system was a major operational shift. The agency had previously run a separate third-party platform for rental payments alongside their CRM, adding complexity and additional cost. 

With Street.co.uk, their property management, certificates, inspections, rent reviews, and financial management now sit in one place. For a growing lettings book, the difference in efficiency and oversight is significant.

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The Results

The financial impact was immediate. Consolidating lettings payments from a standalone third-party provider removed a substantial £10,000 a year from the agency's overheads. 

The cost savings extend beyond lettings accounting. Street.co.uk's pricing model, with no per-license fees and self-service user management, means the agency isn't penalised for adding team members or managing access changes in-house.

Day-to-day, the homeowner app has become a quiet workhorse. Homeowners can see viewings, read feedback, and track portal activity on Rightmove without picking up the phone. Fiona estimates the impact adds up quickly:

"Probably a couple of hours a day if I added up what everybody saved in the office. That's been massive for us."

The agency now uses the app as part of their valuation pitch. For a small, local agency competing against larger brands, being able to offer homeowners a personalised app with live data is a genuine differentiator.

"We are a small local agency, so you could dismiss us and say they're not going to have a professional service or the latest tools at their disposal," Fiona explains. "And yet we can deliver an app personalised to our clients.'"

Perhaps the most telling result is how Street.co.uk has handled the Scottish market. The property process in Scotland differs from England, with home reports required upfront and closing dates replacing the English offer system. McArthur Scott asked for an autoresponder that would automatically attach the home report when a buyer enquired about a property. 

Street.co.uk committed to building it, kept the agency updated throughout development, and delivered.

"I was told it was in development but because of past CRM experience, I thought 'I'll never see this.' And they delivered it,"

Street.co.uk also developed a closing date section, inviting McArthur Scott to participate in the research process. For an agency that had been told by a previous provider that Scotland represented just 5% of their client base and wasn't worth adapting for, the contrast is stark. 

As Fiona puts it:

"I just think there's no other CRM an agent should use. It's something that's going to grow with you. It's cost effective. And no matter what your pain point, you've got a team there ready to listen."

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