About the client
Our client is a prominent real estate developer based in Qatar, renowned for its commitment to sustainable and innovative projects. As part of the Qatar Foundation, it is aligned with the country’s 2030 vision, aiming to incorporate environmental stewardship and technological advancement into its projects.
Client challenges
Our client faced significant challenges with its existing property management application. It lacked crucial CRM functionalities that hindered lead tracking and customer interaction management. Manually entering lead details from phone calls proved time-consuming and prone to errors. Moreover, the system’s inability to integrate with existing customer data and its lack of critical features such as milestone tracking and activity logging further hampered productivity and scope for personalization.
Solution
LevelShift built a property management solution from scratch, leveraging the features of Sales and Service Clouds. Our solution was three-fold:
Lead-to-opportunity conversion:
- LevelShift implemented a comprehensive solution to streamline the conversion process, leveraging Salesforce’s power. The system integrated various communication channels (CTI, WhatsApp, email, and web-to-lead), ensuring no lead was missed. Centralized lead data allowed for efficient lead tracking and management. Sales Cloud enabled detailed monitoring of the entire sales journey, from lead creation to contract finalization.
- The client’s team expedited the sales follow-up (within 48 hours), scheduled property visits, standardized the quotation process, and streamlined contract preparation and execution — all within Salesforce.
Service request management:
- Our team transformed customer service operations for the client. Customers can now register cases through multiple channels, including CTI, chatbots, WhatsApp, and SMS. Pre-populated data accelerated service request creation, while Service Cloud offered a streamlined platform for case management and customer interaction tracking.
- Service reps were equipped with knowledge articles tailored to specific cases to expedite issue resolution further. Additionally, a user-friendly self-service portal with an intuitive chatbot guided customers through the process.
Property management:
- LevelShift enhanced property management operations by implementing a robust system. Automated schedules were created for preventive maintenance tasks, ensuring timely reminders for routine inspections. Reactive maintenance requests were promptly assigned to qualified technicians, ensuring quick resolution.
- Escalation protocols were automated to address urgent issues promptly. Automated ticket assignment streamlined workflow while defined roles for team members facilitated coordination. An automated inventory system tracked maintenance supplies and spare parts, ensuring timely replenishment and resource management.
Benefits
By leveraging LevelShift’s expertise and Salesforce’s powerful capabilities, our client transformed their real estate operations, enhanced customer satisfaction, and achieved their business goals:
- Streamlined lead creation, tracking, follow-up, and closure. The client was able to achieve a 3X increase in lead conversion rates.
- Created multi-channel access, a self-service portal, and automated ticket assignment. This helped improve the first response time by 90% and enabled a 20-second service request creation.
- Established preventive maintenance scheduling, property management, and inventory management.
- The client achieved a 30% boost in Salesforce adoption and reduced document onboarding time by 88%.