Salesforce Service Cloud enables connected conversations for hassle-free home owners

The client is a USA-based real estate company, with the largest home construction team that enables hassle-free house ownership. The team supports the end customer navigate the entire process from inquiry to deal closure. The property giant gained popularity due to its keen interest in removing the hassles of owning one’s home. The realtor made it easy to sell homes, pre-qualify for a mortgage in minutes and unlock buying potential. The real estate team eliminates the tedious procedures that come with title insurance, escrow, and closing processes. The team can help find, buy and maintain a home and process the documentation on demand.

Challenges

Real estate companies need to constantly touch base with their ground staff. The dynamicity of real estate is such that every business needs more than just software deployed on the server. The prerequisite to making sure any software addition should be functional in the multi-asset-based environment is quintessential.

The challenge to integrate with the likes of a multi-functional Salesforce Field Service with the third-party service providers is one such difficult task. The team planned to tackle the challenge in phases like development, deployment, integration testing & QA, and reporting.

Creating and managing work orders for field service operations hampers agent productivity. Ensuring these work orders route to the right resource within the stipulated time for real-time response is also an alignment challenge. Challenge was to implement a platform that can supercharge agents, there after business productivity; along with an experienced team that helps to finance and to sell, a current home.

Solutions

CRMIT set up a self-scheduling portal based on standard configurations for Service Cloud on the client-server environment. Effectively helped clients manage field service operations, and cohesively sync them with the existing software installations.

Deployed a Salesforce Service cloud to enhance agent workspace, and Omnichannel routing that convenes order tracking of home buyers. Developers customized the field service mobile app that enabled a successful real estate-driven field workforce.

Appointment scheduling was resolved by allocating time slots that were based on the availability within a given service territory. Every appointment assignment was automated and customized to business hours in that region. Later these appointments were mapped to an existing account/contact where they exist irrespective of the multiple users.

The number of objects, user roles, and settings & functions, and cases within the software modules made it an exhaustive business platform with multiple capabilities for Salesforce cloud accessible on mobile and other digital screens. End-to-end flow and support between customer teams were integrated with the ERP system functions within the live environment.

QA teams prepared test plans and scenarios to prepare a proper release. Later, case tested the platform, reported defects, and prepared detailed documentation for the development teams. Conducted several platform tests like Regression testing to appraise the system and correct any errors and defects. CRMIT team implemented UAT support and corrected bug identification on the system. Additionally, amended more glitches and bugs hindering procedures that run business functions like new change requests.

Benefits

• Track and update property appreciation in real-time with automated workflows
• Build and enhance conversations across business geographies with ground staff and ensure access to home construction collaterals
• Monitor income, stable cash flow, tax advantages, details of each construction separately
• Manage home-lead inquiries effectively, and maintain the accuracy of information to streamline and automate your business processes
• Accurate identification, allocation & analysis of work orders were now possible as the inspection results on the field and analysis were accessible