Case Study

Real-estate platform stream lined with Salesforce integration and other major functionalities

Client and
Business Goals

The client owns one of the largest real estate company in UAE and is currently developing various projects in leading cities across the country.

The client had an Oracle system for all of their back-office operations, and the requirement was to implement a unified platform to manage all customer touchpoints for pre-sales, sales, and post-sales operations.

The client desired to integrate Salesforce CRM to manage business processes.

The following were the key processes that needed to be managed on the Salesforce platform:

  • Lead Management and tracking from diverse sources web, walk-in customers, mailers, and SMS outreach.
  • Campaigns to contact these leads and existing customers.
  • Keeping current inventory details of all Projects, Properties, Towers, and Units available for sale.
  • After-sales services include answering customer questions, resolving customer issues, and so on.
  • Opportunity management for closing active customer deals.

Client achievement

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Effective lead tracking from multiple sources.

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Completely automated sales process through SFDC platform.

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Dashboards are used to analyze data.

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Complete after-sales automation with the SFDC platform.

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Live chat feature for easy and quick interaction with end-customers.

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Escalation rules encouraged the timely response to the customers.

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Marketing campaigns to reach out and understand the customer interest.

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Web-to-Case, Email-to-Case, and SMS-to-Case to automate case creation and tracking.

Integrated Sales Cloud

frontend

Created a Lead in SFDC arriving from a variety of sources, including web, walk-in, call center, SMS, and mail.

backend

Configure all of the Properties, Phases, and Towers on SFDC.

database

When the opportunity reached a certain trigger stage, the Data Integration Flow was triggered in the system, and details were pushed to the dashboard.

Project Insights

duration
Time Duration

1 year followed by maintenance and future upgrades

hours
Estimate hours

2000 man-hours

database
Team size

Business analyst, Project manager, UI/UX designer, Front end developer, Back end developer(2), Testers and Salesforce technician and consultant

Solution

Oaktree software completed transformed the working of the system with the integration of Salesforce CRM with the best leverage of Salesforce cloud and service cloud.

Salesforce integration- Multiple problems, one solution
  • Salesforce CRM connected the dots by bringing project management, property management, customer management, inventory management, agent management, quality inspection, and vendor management together on a unified platform. With our Salesforce sales automation solution, agents, brokers, and developers can easily track and manage all clients, their agreements, and focus on closing more deals.
Case Management with Service Cloud
  • A pre-defined set of workflows and escalation rules monitored the SLA and routed the case to the appropriate owner for resolution.
DevOps CI/DI
  • DevOps bridges the gap between development, operations, and tech team services effectively. Continuous integration/Continuous deployment conducts the various type of automated testing in the real estate portal and facilitates the team to identify bugs in the early stage without arriving to last-minute stress.
Analytics to know potential customers better
  • Salesforce provided built-in analytics that can bring together the right data from millions of data points and help to create a customer persona. Through this, the client understood the customers' needs and offer them properties that suit their preferences and increase revenue potential.
Deployed Einstein bot
  • Implemented Einstein bot in the system for quick and accurate customer interaction, eradicated the unnecessary involvement of a Human-agent.
Microsoft Azure for version control
  • Imposed Microsoft azure that empowers the developers to manage repos, branches, and other code development operations.