References
Optimization of B2C (transaction | rental) sales and customer satisfaction*.
Support for a leading network of real estate agencies, in the implementation of new local sales and CRM approaches across all customer paths (transaction, rental).
Mission
- This real estate agency network (at the network head level) has noted a steady decline in customer satisfaction over the past few years.
- In particular, customers (in both real estate transaction and rental activities) point to a lack of commercial follow-up once the mandate has been signed, and a lack of visibility on the added value of the transaction or rental manager.
- The branch network wants to reinforce the relational postures and attitudes of its employees (in a franchised model) with their customers and prospects, by positioning itself as a local network.
Approach
- Review of customer paths by type of offer (purchase & sale transaction, property rental, rental management, property management on the margin).
- Analysis of customer irritants, as seen by customers and sales teams in the field.
- Design of a new omnichannel relationship and sales model, covering all customer paths.
- Analysis of the impact on sales organization, customer culture and CRM tools.
Results
- Design of new ways of entering into relationships by major product and service segments.
- Implementation of training programs for sales staff in the field (transactional staff, rental managers, managers): customer approach, handling objections, dealing with irritants, building relationships…
- Evolution of customer interaction processes at each stage of the customer journey, according to contact channels (e-mail, telephone, mobile, etc.).
* this project was led by one of our Partners before joining Antheus
