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A leading online real estate marketplace leverages PreludeSys Salesforce capabilities to enhance customer service experience
The Client is the nation’s leading online real estate marketplace and has revolutionized the way people buy and sell properties online and has sold more than $34 billion in residential and commercial assets.
Challenges faced by the Client
The client started out exclusively focussing on the sale of bank owned and foreclosed properties to investors
via online auction. After tremendous success of this service, the client expanded to include New homes and
Commercial properties. In order to provide a seamless and consistent experience for all the customers, the client
went for a major revamp of their customer-facing website. Their online auction, New homes and Commercial
properties business were running on Salesforce. In order to improve the customer experience, they decided to
leverage the Service cloud. They also wanted to identify their key customers and provide them with the top of the
line service by having separate workflows for them.
The client chose to avail the services offered by PreludeSys, where dedicated captive resources were made accessible to fulfil the client’s business needs at an optimal cost. As part of the customer engagement strategy, PreludeSys provided a technical account manager who took stock of the situation, made a clinical assessment of the requirement, and orchestrated the implementation of solutions to all the requirements put forth by the client.
Salesforce Service Cloud Console application was created for their customer service representative. This enabled the customer service representatives to engage with their customers through chats and mails, giving them a personalised and trusted buying experience. The application was also designed to be responsive to custom branding to sync with their website’s look and feel. The unique features included Omni Channel, Live Agent, and Knowledge One Widget.
All existing customer service configuration was migrated onto the newly christened Salesforce environment. There were a few enhancements made to the configuration and this was done to exclusively handle their key customers. Separate User interfaces for objects related to sales were included. The unique features included List views, Page Layouts, Flows, Process Builder and History Reports.>PreludeSys’s EEE model guaranteed the cliententerprise-level support, unrivaled expertise in the Salesforce platform, and a flexible engagement model for provisioning solutions as needed.
Improved customer service experience due to personalized service and ability to focus on key customers on account of new service configurations and workflows.
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