Real Estate Case Study
The real estate industry consists of the management of all facets of property, including construction, development, marketing, selling, and appraisal. Housing, business centers, industrial buildings, and public infrastructures are built and developed in this industry. As the homes we live in or the places we work at, it plays a vital and large chunk on our lives.
Our customer is a leading property developer in its region that is recognized for building large-scale, integrated, and mixed-use communities that become thriving economic centers. In real estate, they dabbled in residential, hotels and resorts, malls and offices, property management, and construction.
As large and successful as they were, they used the same Customer Service Desk system (Remedy version 7.0) without any substantial upgrades from approximately 10 years. So it was no surprise when we uncovered the following critical gaps, problems, and areas for improvement:
Their previous solution could only manually acquire and create tickets of customer issues from channels, such as email and chat. They also go in the danger of duplicating tickets which significantly slows down the process. Not only are they not able to categorize and tag high-value prospective clients, but there is also no efficient method in encoding work information and resolutions. Moreover, they don’t have any standard templates in responding to concerns and queries.
When our clients want to search for information or prepare reports, it can eat up a lot of time. The solution is notoriously sluggish that just changing statuses of tickets can take over a minute.
This absent feature reduces the visibility and overview capabilities of managers. Their previous software doesn’t allow the application of date ranges in creating reports. There is no built-in standard dashboard reporting, consequently forcing them to integrate the feature through another analytic tool.
Other problems they have in logging in because of a limited license and the lack of quick links.
As a wide-ranging company working in multiple target segments, we were equipped with the right expertise and knowledge to help them solve these problems. Since the customer needed a better Customer Service Desk System, we recommended the implementation of the following so they can improve selling and service, capitalize on revenue opportunities, and enrich customer experience.
We established the following objectives:
- CTI Integration – Shoretel
- Omni-channel
- Knowledge
- Case Management
- Email-to-Case
- Web-to-Case
- IBM Cast Iron
- SAP
- IBM Filenet
- MyCustomer
- eLedger (Billing)
After our client fully integrated their customer service to the Salesforce Service Cloud, they were able to achieve the following:
- Easily fulfill the demands and answer queries of customers
- Implement and align with service-level agreements (SLAs)
- Document and record all customer call details and recordings through CTI
- Expedite turnaround times in resolving cases
- Access and review real-time reports and dashboards
- Salesforce Service Cloud with Knowledge Base
- Premier Support
- IBM Cast Iron
- SAP
- IBM Filenet
- MyCustomer
- eLedger (Billing)
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