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How Real Estate CRM Software helped Streamline Field Services?
Agent Productivity
Before
%
After
%
Key Metrics
- 40% boost in Agent productivity
- 2X faster Deal closures
- 60% lesser Follow-up misses
- 30% increase in Lead-to-Deal conversions
- 50% quicker Client query responses
Objective
- Implement Real Estate CRM software for client to track field operations.
- Reduce Response times and boost Customer satisfaction.
- Increase Conversion rates and Deal velocity
Key Highlights
- Built a real estate CRM software on top of their Salesforce CRM for the client
- Improved their client handling and lead tracking drastically.
- Now, the real estate client can scale easily across India using their real estate client management software.
Project Background
Client Background
Client Industry: Real Estate and Field Services
Location: Noida, India
A mid-sized real estate company based in Noida, UP, India, wanted to upscale across North India while ensuring their field agents work in the best possible fashion.
For this, they would have to manage a lot of real estate field agents, keep track of them, ensure quick client response and get all this documented in real-time, or, in other words, they needed a real estate management software.
Objectives:
- Streamline field services for real estate agents via real estate CRM software.
- Centralize the client communication and lead tracking.
- Automated follow-up reminders and site visit scheduling
- Boost team collaboration and client satisfaction.
- Decision-making information for Stakeholders
Challenges
Disjointed Communication
There was a lack of proper and real-time communication between real estate sales agents and field agents due to the lack of field services industry software.
Due to this, the conversion rates of real estate deals were hampered.
Manual Lead Tracking
Since there was no Customer RElationshp Management (CRM) software for real estate agents, manual lead tracking was followed, and the current status updates relied heavily on field agents; this led to missed follow-ups and sales opportunities.
Lack of Visibility
It was difficult to track the estate agents’ performance and their client history.
This would demotivate hard-working agents, as their progress would not get documented and tracked properly.
Poor Scheduling and Coordination
Due to a lack of proper communication, tracking and manual data entry, the scheduling of client visits and proper coordination suffered.
Higher Dependency on WhatsApp & Spreadsheets
The real estate business had to rely on Google spreadsheets and WhatsApp for updates, but this required constant updating, which is not possible for field agents.
Difficulty in Salesforce Usage & Integration
The real estate client’s employees (especially the field agents) were not technically sound enough to use and integrate various features of Salesforce properly. This hampered the optimum usage of the Salesforce CRM for lead management.
Solution
Solution Provided
- Wildnet used its software development services to setup the Salesforce CRM and build a real estate enterprise mobile application that connects the CRM for real estate field agents.
- We customized Salesforce for CRM classic as well as lightning version as per the client’s requirements using Salesforce LWC components, making it easy and suitable to use, We also, built a native Android app for field agents that connects with Salesforce CRM and an admin panel for desktop viewing as well as data updating.
- The Android app stays on a company-issued Android phone and provide real-time tracking of the field agent.
- Salesforce CRM ensured proper lead management, timely follow-up reminders, client meeting scheduling, calling, conversion tracking and deal closure tracking.
- The Admin panel was used to bridge the gap between the Android app and Salesforce CRM by allowing manual data entry, updating and removal.
- This real estate CRM software solution garnered a 40% boost in realtors’ productivity and various other benefits.
Strategies Implemented
- We used agile mobile app development strategies to build a native Android app as per the feedback from the product owners of the real estate client’s business.
- Lead management strategies such as calling through Salesforce only, background call recording, automated call recording upload, and status updates were used to ensure that apt utilization of the Salesforce CRM can happen.
- Online and offline tracking strategies were used to ensure real-time location tracking of all the field agents.
- Admin panel and mobile tracking strategies such as GPS on and off notifications, performance tracking like number of clients met, calls made, lead conversion ratio, online navigation, and number of hours tracking were used to guarantee automated updates to each field agent’s profile.
- Follow-up and reminder strategies were leveraged to ensure timely follow-ups, site visits, and deal closure states.
- Role-based access strategies were implemented to allow specific access to each team member, be they managers, team leads, sales agents or field agents.
- The real estate customer management software that we developed for the client was a dream come true for them.
Tools Used
- Salesforce CRM
- Android and Java for Native Android app
- JavaScript, HTML and CSS for the Admin Panel
- PHP for Backend integration between Salesforce CRM and Admin Panel
Key Features of the Real Estate CRM Software
- Offline and Online Real-time Location tracking
- Automated Reminders for Follow-ups & Client Visits
- Automated Lead Tracking
- Automated Call Recording
- Automated Notifications for Admin Panel and Android App
- Agent Activity Logs
- Client Communication History Logs
- Deal Pipeline Management
- Reporting & Analytics Module
Implementation
Process
- Our business analyst and project manager went on a discovery call with the real estate agency.
- Our team understood that their current business operations were getting hampered by manual data entry, no CRM tracking and real-time location tracking of field agents.
- So, our development team suggested the client use Salesforce CRM in connection with an Android app for the real estate field agents and an admin panel for the in-office staff.
- These three solutions combined will work as their real estate CRM software and solve all their current as well as future problems that would arise once they scale across North India.
- After their approval, the UI/UX (user interface/user experience) mock-ups were created along with the workflow mapping of their real estate CRM software.
- Customization of Salesforce CRM and Development of the Android app and the admin panel was done using the agile development method, with one sprint lasting a week.
- This facilitated timely client feedback sessions and feedback inculcation.
- Our expert developers helped with the inclusion of the latest technologies like offline tracking and more while engaging their niche expertise from the previous real estate projects.
- After the development was done, the Salesforce integration was done with both the app and admin panel.
- Thorough in-house and field testing was conducted for the client’s real estate CRM software by engaging 10 field agents and the respective in-office departments.
- After the full rollout of the real estate CRM software, training was imparted to the key personnel to ensure effective usage.
Team Involved
- 1 Business Analyst
- 1 Project Manager
- 1 PHP Developer
- 1 JavaScript Developer
- 1 Android Developer
- 1 HTML/CSS Developer
- 1 Salesforce Developer
- 1 Graphic Designer
- 1 QA Tester
05 months
Application Screenshots
Results
Quantitative
Results
- Agent productivity increased from 40% (before) to 80% (after) due to the real estate CRM software.
- Deal closure cycle was reduced from 15 days to 7 days, boosting the deal closure rate by 2X.
- Missed follow-ups were reduced by 60%.
- Customer satisfaction score improved by 35%.
Qualitative
Results
- Field agents could easily do their work without the need of constant updates to the office.
- Managers and Team Leads are now able to easily track & view the status of each lead.
- Clients felt taken care of due to timely interaction and reduced response times.
- Sales team (in-office) and field agents collaboration boosted immensely.
Client Feedback
and Ratings
- The real estate client loved (5/5) the way Wildnet revamped their field services.
- Their feedback “This CRM transformed the way our field agents work. We now know exactly what’s happening with each lead in real time. Follow-ups are timely, and our team is finally aligned And if possible, also try to engage Shreyansh for Objectives.
Future
Plans
- AI-powerups for even better business processes
- AR/VR utilization for virtual tours
- Digital marketing services for a year
