Client story · KBC Real Estate
From Property Inquiry to Confirmed Viewing
Viewly replaces a fragmented viewing-coordination process with a clear, property-specific journey — buyers book an eligible slot and confirm in minutes, agents see the full schedule and step in only when needed.
The client: KBC Real Estate
KBC Real Estate is a small agency in Bucharest led by agent Adrian Niculescu, with many active listings across the city. Viewing demand lands in two narrow windows: weekday evenings after work, and Saturday mornings. Several of the newer developments the agency sells in require visitor details and 24-hour advance notice before building security will allow access.
For a team this size, every viewing is personal. There is no coordinator behind the scenes — the same agent who unlocks the door is the one chasing calendars, maps and confirmations.
The operational problem
Every new viewing currently creates coordination work — six jobs repeated by hand, for every buyer, for every property.
Checking calendars
The diary is checked by hand for every single request.
Proposing times
Slots are offered one message at a time, and the first offer is often gone.
Collecting visitor details
Names and ID details for building security arrive late, by phone, incomplete.
Sending maps
Directions and parking notes are written out for each buyer individually.
Confirming attendance
Every viewing needs a manual confirmation ping the day before.
Chasing no-shows
Buyers who never planned to come are discovered at the door, not before.
The cost shows up twice. Agents spend their most valuable hours coordinating instead of selling, and buyers who were ready to act on a Tuesday evening wait until Wednesday for an answer.
Before and after
The same viewing, coordinated the old way and the Viewly way.
Before — manual coordination
A thread of messages
Inquiry, reply, counter-offer, reply — just to agree a time.
Missing information
Visitor ID details and purpose arrive late, or not at all.
Uncertain commitment
A time is proposed but nothing is confirmed or reserved.
Reminders by memory
The agent remembers who was told what — usually while showing another flat.
No-shows as surprises
Empty slots are discovered when nobody rings the doorbell.
After — with Viewly
A selected slot
The buyer picks from slots that are genuinely free, and books instantly.
Completed details
Qualification and building-access details are captured during booking.
A confirmed viewing
Instant confirmation, a calendar entry, and the slot is locked for them.
Automatic reminders
A 24-hour attendance check and a 2-hour reminder go out on their own.
A clear agent dashboard
Confirmed, pending and at-risk viewings are visible at a glance.
The workflow, step by step
Nine steps carry a buyer from first interest to a confirmed viewing — with the agent involved only where judgement is needed.
- 01
Book a viewing
A visitor taps “Book a viewing” on the property page — no account, no phone call.
- 02
Property and viewing type
They confirm the property and choose an in-person visit or a video call.
- 03
Their details
Name, email, phone and an optional buying timeframe — collected once, in under a minute.
- 04
Receipt confirmed
Viewly immediately acknowledges the request, so the visitor knows it landed.
- 05
Real available slots
Only genuinely open times are shown — evening slots, video slots, Saturday opens.
- 06
Slot selected
The visitor picks the time that suits them; the slot is reserved the moment they confirm.
- 07
Instant confirmation
The appointment is confirmed on the spot, with a reference, calendar entry and manage links.
- 08
Agent notified
Adrian receives the lead and a calendar notification with the buyer's details and context.
- 09
Reminders and flexibility
The visitor gets a 24-hour attendance check and a 1-hour reminder, with reschedule and cancel options throughout.
What the buyer experiences
A buyer lands on a listing, presses Book a viewing, and chooses the viewing type that fits them: a private in-person tour after work, a live video walkthrough, or a shared Saturday open viewing. Only slots the agency can actually honour are offered — taken slots disappear, the 24-hour notice rule blocks anything building security would reject, and open viewings stop at capacity.
They answer a short set of questions an agent would otherwise ask by phone — language, whether they are buying to live in or to rent out, budget range, and whether they want mortgage guidance. Where the building requires it, they add an ID type and number, with a plain explanation that the details go to building security for the access list and nothing else.
They leave with a confirmed time, a calendar entry, and links to reschedule or cancel without contacting anyone.
What the agent sees
Agents open one screen. It shows today's viewings, what is confirmed, what still needs attendance confirmation, what is flagged as no-show risk, and an estimate of coordination time saved this week.
Each booking opens into the buyer's contact details, their qualification answers, and the automation timeline — alongside the four actions that actually get used: mark completed, mark no-show, send a follow-up, or offer an alternative slot.
Automation and exception handling
Four messages carry the workflow: an instant booking confirmation, a 24-hour attendance confirmation request, a 2-hour reminder with the map and the agent's phone number, and a post-viewing follow-up offering the price sheet, financing guidance or similar properties.
Exceptions are treated as normal. A silent buyer becomes a visible no-show risk rather than a surprise on the doorstep, and a cancelled or rescheduled viewing releases its slot back to the public calendar immediately.
Intended operational benefits
These are intended operational benefits of the designed workflow — not measured results.
Fewer scheduling messages
Slot selection, details and confirmation happen in one pass instead of a message thread.
Faster confirmation
Buyers leave the page with a confirmed time rather than a promise to call back.
Better buyer context before the viewing
Purpose, budget range and financing interest are known before the agent unlocks the door.
Lower no-show risk
A 24-hour attendance check and a 2-hour reminder surface drop-offs while the slot can still be reused.
Clearer daily operations
One dashboard shows the day, what needs confirming and what is at risk.
Time back for selling
Coordination moves to the workflow, so Adrian spends his hours with buyers.
Explore it yourself
The booking experience is live in this prototype, with realistic availability, a live booking schedule and automated reminder and follow-up steps.