How to improve customer service and boost sales

Table of content

1. Project’s goals

2. Before

3. What we did

4. After

 

 Project’s goals

Altoprealestate is a real estate agency specialized in residential and commercial property sales and rentals in Turkey. Their team consists of 10 estate agents.

They set us the following goals:

1. Systemize and streamline the sales process.
2. Set the CRM system so that you can track the sales team activities online and monitor the quality of provided services.
3. Visualize the company’s performance.
4. Reduce the time spent by the sales team to process inquiries and close sales.

 Before. How the sales team worked before

• A lot of Excel tables with customers’ data. Communication with a customer is done through the email and stored there. Estate agents had to spend 15-30 minutes to look for customer’s information in the emails.
• There was a risk to lose the customer base.
• If an estate agent leaves the agency, all their customer information gets lost as their email, where all the details are stored, is blocked. A new agent has to start working with a customer from scratch which takes a lot of time and as a result a customer loses interest.
• Wasted leads. Agents forget or have no time to update the customer base.
• The manager didn’t have the current status of the deals.

 What we did

First, we built a list of activities that would help us improve the sales process and prepared a technical specification to introduce and customize the CRM system. After the customer approved our technical specification, we dived into our new project.

All the work we did can be divided into the following steps:

1. Basic setting – invite the employees into the system, create the company structure, set up CRM authorization details, customize standard and additional options in the Leads, Contacts, Deals cards that are required to process incoming inquiries as well as customer service analysis, and integrate employees’ mailboxes.
2. Import the customer base and integrate inquiry channels. All customer’s Excel tables were imported into Bitrix24. We integrated the website contact forms and the online chat. The customer decided to continue using Jivosite online chat and we set the option that allows automatically save leads in the CRM system. We also connected company’s Facebook, Instagram and Vk accounts to the CRM open channels.
3. Set up management reports – generate reports segmenting customers and helping keep track of the key performance indicators, i.e. lead channels, where leads come from (city, country), search queries customers use according to the topics, i.e. location, property layout, budget and etc.
4. Make processing of inquiries more automatic. We set up different notifications for responsible persons (those who are performing the task) and managers, a welcome email for customers, automatic planning of a meeting/ call/ reminder for the manager.

At each stage, we trained the head of the company as well as the team.

 After

• All customer information details are stored in one place – in the Customer card. It includes all emails, comments, the customer’s inquiry, their contact and other important details. After the deal is completed, the work with the customer can be continued without losing their data.
• The customer base is stored in a single place.
• When an employee leaves the company, you can change the responsible for the task person in just one click. And the new responsible person can easily study the lead’s details and continue working with the customer.
• The head of the sales team can track all the leads and deals in process online and set tasks in a few clicks without being in the office. Everything can be done through the mobile app.
• All communication within the company is made through the Bitrix24 chat and comments. How-to guides, deal documents and other information are stored on Bitrix24.Drive.
• It was discovered that some agents didn’t add some leads ad deals into the system. The managers took some measures and now all the information is stored in the base.

Now, the time required to process the inquiry (searching for customer’s information, emails, adding information into the database and etc) and close the deal has been reduced by 3-4 times. Therefore, the number of leads that become deals has increased by 30% and so did the company’s profit.

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