JDG

The Challenge

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Before adopting Street.co.uk, JD Gallagher Estate Agents experienced significant frustrations with their previous software provider, particularly after its acquisition.

Customer service had deteriorated dramatically, with response times stretching to a week or more, making it difficult to resolve urgent issues. The software lacked essential integration capabilities, and new features felt like hastily added bolt-ons, rather than part of a cohesive system.

These limitations were becoming increasingly problematic, prompting JDG to search for a more responsive, modernised alternative that would maintain their high standards of customer care while enabling them to work effectively no matter what.

“The relationship we had with our previous supplier was great, but then they got swallowed up and if you tried to call them or send an email - good luck getting a reply within a week, let alone 24 hours. It became very cold.”

The Solution

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On the lookout for a better solution and after seeing a video promotion of Street.co.uk, Co-Owner John immediately knew he wanted to switch - and he wanted to do so as quickly as possible.

“John watched the Street.co.uk commercial video and said: “That’s exactly what I’m looking for”.

On her way to the first ever EA Masters Roadshow event in Edinburgh, Michelle was told to  find a Street.co.uk representative and get a demo. Michelle was immediately impressed not only by the platform's vast capabilities but also by the team's approach to customer service and support.

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“John called me on my way to Edinburgh and just said “we need Street.co.uk”. He told me to find somebody to get a demo booked”.

By switching to Street.co.uk, JDG gained access to a comprehensive support system that dramatically transformed their experience. Street.co.uk established a new standard for software support with remarkably swift chat response times, transparent communication during issue escalation, and proactive email updates when immediate responses weren't possible. 

The Street.co.uk team demonstrated a cultural commitment to customer satisfaction that aligned perfectly with JDG's own values. Rather than feeling like just another ticket in a queue, JDG experienced personalised attention and genuine interest in resolving their issues quickly and effectively.

The Results

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Since implementing Street.co.uk, JD Gallagher Estate Agents has experienced a dramatic improvement in the quality and efficiency of software support they receive.

Response times have improved from week-long waits to an average of just 3-4 minutes, with Michelle and the team never having to wait longer than 10 minutes. This rapid response capability has allowed the team to maintain their momentum and focus on client service, rather than software problems.

During the rare but unavoidable times where issues do require escalation, Street.co.uk maintains excellent communication throughout the process, providing regular updates and clear timelines for resolution. Even when immediate chat support isn't available, the team proactively sends email updates to keep JDG informed about the status of their requests.

“On average, I only have to wait about 3 or 4 minutes for somebody on Live Chat. Then if they can’t answer me or they don’t know, they just go and find a developer and get back to me. ‍If I’m out of office at an appointment and don’t answer, they make sure they send an email by the end of the day, so I always know my issue hasn’t been forgotten about.”

The onboarding experience further highlighted the difference in support philosophy. After the initial onboarding, the support continued seamlessly, with ready assistance available for any specific questions that arose as the team became more familiar with the platform.

Beyond the immediate tactical benefits of responsive support, JD Gallagher has developed a positive relationship with the Street.co.uk team, appreciating their culture and willingness to listen to ideas and incorporate feedback. 

The contrast with their previous experience has been stark—from feeling frustrated and abandoned to feeling supported and empowered. This transformation in support experience has allowed JDG to focus on what they do best: providing excellent service to their property clients without the distraction of unresolved software issues.

“The support has been amazing, I just ask for a session or call up if there’s something I’ve found that I don’t understand and it’s so simple - it has been great”

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If you want to explore a better support experience from your tech provider, speak to a member of our team today.

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