Case Study · Real Estate Customer Experience & Digital Transformation

Propriedades SaaS. Aumentando a Eficiência Operacional através do Mapeamento de Processos

Otimizamos mais de 40 processos de propriedades SAAS em vendas, pós-vendas, gestão de comunidade e gestão de instalações. Envolvendo duas equipes de negócios, a iniciativa mapeou mais de 700 tarefas para reduzir pontos de atrito e melhorar a eficiência operacional, aprimorando tanto os fluxos de trabalho internos quanto a satisfação do cliente.

Process DesignProcess MappingCustomer Experience

Client

SAAS Properties

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

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01 —The Impact

The results, up front.

Teams Engaged

Focused on broker residential sales and internal operations teams.

Processes Created

40+

Developed across sales, post-sales, community management, and facility management.

Process Tasks Defined

700+

Detailed tasks mapped out to streamline team workflows and improve efficiency.

Operational Efficiency : The newly implemented processes reduced friction points both internally among teams and externally with clients. Clear guidelines enabled better client satisfaction and enhanced operational efficiency. Team Alignment : The process mapping initiative fostered better collaboration among teams, reducing misunderstandings and creating a more synchronized work environment.

02 — The Challenge

Where they started.

Broker Processes : Mapped out processes related to broker residential sales, broker operations, and registration. Residential Processes : Focused on key areas within the residential sector, including: Sales : Covered 12 processes for the entire sales lifecycle. Post-Sales : Documented 10 processes to ensure smooth transitions and customer satisfaction post-purchase. Community Management : Developed 16 processes to enhance community living experiences. Facility Management : Designed 5 processes aimed at maintaining and improving property facilities.

03 —What We Did

The work.

Mapping included workflows designed to improve communica…

Mapping included workflows designed to improve communication and efficiency. Each process was crafted to anticipate potential issues and streamline operations across teams.

Upon completion of the process maps, we held review sess…

Upon completion of the process maps, we held review sessions with stakeholders. These allowed for minor enhancements and ensured alignment with the company’s operational goals.

The final deliverable included over 40 documented proces…

The final deliverable included over 40 documented processes, presented to stakeholders. Discussions on future optimizations were held to ensure continued relevance as the company evolves.

04 — Approach & Methodology