Our client has emerged as the largest area and property developer across The Netherlands, Germany, and France, having constructed over 375,000 homes. Committed to its mission of creating sustainable, affordable, and inclusive living environments, the client has been a key player in the construction industry.
As the scale of operations expanded, client faced challenges in unifying communication channels. The need for a centralized solution became evident with social media, webchat, email, and telephone inquiries pouring in. Additionally, connecting diverse lead sources, optimizing lead generation, and improving the visibility of the sales pipeline were critical aspects. The goal was to boost collaboration with real estate agents and enhance personalization in customer interactions.
The client embarked on a Salesforce implementation project to address these challenges with us. Leveraging Salesforce’s suite of products, including Marketing Cloud, Sales Cloud, Service Cloud, and Community Cloud, BPD aimed to create a seamless omnichannel engagement with its customers. The Sales Cloud facilitated lead management through workflows, generating a rich data source for analysis. The Service Cloud centralized case management and monitoring, while the Marketing Cloud automated email updates and social engagement. The implementation also included using Community Cloud to build a partner community and streamline lead tracking, task management, and contacts.
The Salesforce implementation and integration of various Clouds yielded significant results for client. A notable 50% improvement in lead conversion indicated a more streamlined and effective lead management process. The time required for resolving customer cases was reduced to an average of 36 hours, showcasing the enhanced efficiency and responsiveness achieved through Salesforce’s centralized approach. The project succeeded in optimizing operations and creating a more personalized and efficient system for customer engagement.
The client’s journey with Salesforce stands as a testament to the transformative power of technology in the construction industry. By addressing the challenges of communication unification, lead management, and customer engagement, the client has improved its operational efficiency and elevated the overall customer experience. The success of this Salesforce implementation underscores the importance of leveraging innovative solutions to meet the evolving demands of the construction sector, marking a pivotal moment in the client’s commitment to building sustainable and inclusive living environments.