X Commercial
One Office’s AI System, Now the Template for a Network
316 → 48
Admin hours a month, projected in the audit
20–30 min → 2–3 min
Heads of agreement, audit estimate
Voice to CRM
Contacts logged from the car
X Commercial is a commercial property franchise network. Rather than bolting tools onto every office at once, we started inside one: the Lower North Shore office became the pilot, with an audit in February 2026 and a build on top of it. What works there is what the rest of the network gets.
The challenge
The hours were going into three places. Documents like IMs, submissions and heads of agreement passed through four pairs of hands before they were approved. Finding one answer meant logging into the CRM, Dropbox and email separately. And agents were spending two to four hours a day on repeated admin, from logging calls by hand to sorting maintenance emails.
How it ran
Step 01
An audit inside one office
We mapped how five people actually spend their week and timed the work on their own documents. The answer was 316 hours a month going into documents, finding information and admin that repeats.
Step 02
A business brain
A private knowledge base over their CRM and Dropbox, connected into the ChatGPT workspace the team already used. One place to ask about any property, contact or file.
Step 03
Simba, voice to CRM
An agent that lives on iMessage. After an inspection, an agent talks to Simba from the car and the record lands in the CRM, with the follow-up email waiting as a draft for review. It became the tool the team reaches for most.
Step 04
Email, sorted and drafted
Inboxes sorted automatically with replies drafted for a person to approve. Nothing goes out without someone signing off.
Step 05
Documents on their own template
An IM skill that produces a real, on-brand IM from the office’s own records, 80 to 90% of the way there. The next step is one-click IMs, submissions and heads of agreement straight onto the X Commercial template.
Step 06
Taking it to the network
With the pilot proven, head office backed it as the template for every office. We’re now training more offices on one shared standard, with a resource portal and a pack of ready-made skills.
The results
- Agents logging contacts and properties by voice on the move, without opening a laptop
- One place to ask about any property, contact or file, instead of three separate logins
- On-brand IM drafts produced from the office’s own records
- An inbox that sorts itself, with every reply approved by a person before it goes
- Staff building their own skills, then asking for them to be standardised across the team
- The pilot office’s setup adopted as the blueprint for the rest of the network
In their words
You’re doing really awesome. It is definitely valuable. … I think this business brain is going to be very exciting.
Alex Bennett
X Commercial, Lower North Shore