How a Real Estate VA Increased Sales Efficiency Through SLA-Driven Workflows?

What started as ad hoc requests, scattered CRM inputs, and inconsistent follow-ups became a structured, SLA-based system that empowered the entire sales team.

This is the story of how Ranjan Dutta, a Wishup real estate virtual assistant, transformed MMG Real Estate’s backend operations into a predictable, high-performing engine.

Before Patrick Sullivan, Managing Director of Operations at MMG Real Estate, hired a real estate virtual assistant, his team faced:

1. Flooded Sales Requests:
   Daily queries such as “Can you research this contact?” or “Who owns this property?” piled up with no central system to manage them.
   
2. No Defined Turnaround Time:
   Requests were completed inconsistently, with some taking minutes, others taking days, creating frustration and bottlenecks.
   
3. Lack of Workflow Structure:
   CRM updates, research, and listing tasks were all ad hoc, leaving operations reactive instead of proactive.

The client needed reliable support with structure, speed, and accountability. That’s when Ranjan Dutta (Wishup real estate VA) stepped in.

Here's how the VA started to set things right from day 1.

Step 1: Get Tool-Proficient Quickly
Ranjan mastered the systems MMG used daily, including ZoomInfo, Spokeo, CoStar, Yardi Matrix, and Salesforce (M|Link CRM).

Step 2: Map Processes & Identify Gaps
He audited existing workflows, observed bottlenecks, and drafted SOPs for recurring tasks.

Step 3: Implement SLAs & Streamline Workflows
Requests were routed into structured SLA-based queues with clearly defined turnaround times ranging from 30 minutes to 48 hours, ensuring predictable delivery.

1. Structured Request Queues
   * Requests no longer got lost in emails or chat.
   * Every task had a clear owner and deadline.
   👉 Current Status: Advisors now know exactly when their requests will be completed.
   
2. Defined Turnaround Times
   * SLAs implemented across all task types—from quick research to CRM updates.
   * Reduced confusion and eliminated backlogs.
   👉 Current Status: Tasks completed reliably, improving team trust and efficiency.
   
3. Workflow Optimization
   * Created SOPs and collaborated with the CRM admin to automate repetitive tasks.
   * Streamlined updates across listings, contacts, and research reports.
   👉 Current Status: Backend processes now run like clockwork, with minimal manual intervention.

• Operational Efficiency: Faster, predictable execution of all sales support requests.
• Team Productivity: Sales advisors spend less time waiting on support and more time closing deals.
• Process Reliability: SLA-based tracking ensures accountability and reduces errors.
• Tool Optimization: Full utilization of CRM and research platforms, eliminating redundant effort.

“The tasks are generally very well done, and I'm really pleased with the way they are handled. The entire team—advisors included—are really happy with the work!”

— Patrick Sullivan,
Managing Director of Operations - MMG Real Estate
United States

“I focused on turning scattered requests into structured processes. By mastering the tools, creating SOPs, and implementing SLAs, I helped MMG transform reactive tasks into predictable, reliable operations.”

— Ranjan Dutta,
Wishup Real Estate Virtual Assistant

MMG Real Estate didn’t just hire a VA; they gained a process partner. Ranjan’s initiative, tool fluency, and SLA-driven execution turned ad hoc chaos into structured efficiency. Today, the sales team can trust the backend system to deliver consistently, and operations run smoothly thanks to a VA who became the backbone of the company’s workflow.

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Curious about growing your real estate business? Knowing how a virtual assistant fits into your operations can make a big impact. For instance, using a VA for virtual wholesaling can simplify lead generation and deal tracking.

Not sure if a VA is the right fit? Explore 10 compelling reasons to hire a real estate VA, from saving time to enhancing client follow-ups.

Understand the basics of hiring a real estate VA before onboarding —like vetting, onboarding, and setting clear expectations.

To get a complete picture of what a VA can handle, learn how a virtual real estate assistant can support your business with tasks ranging from marketing and CRM management to scheduling and research.

Neelesh Rangwani · Co-founder at Wishup

With 10+ years in the virtual assistant space, Neelesh has helped 1000+ US and global founders build efficient remote teams by matching them with top 0.1% virtual assistant talent. He writes about virtual assistants, hiring frameworks, remote productivity, and scaling ops.

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