Case Study · Real Estate Customer Experience & Digital Transformation

Properti SAAS. Meningkatkan Pengalaman Pelanggan (CX) Peluncuran Penjualan Real Estat

Menjembatani Kesenjangan Organisasi untuk Meningkatkan CX di Properti SAAS

CX ImplementationRoadmapCustomer 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.

CX Initiatives

Implemented to transform customer experience and bridge organizational gaps.

Gaps Addressed

Established a CRM department and revamped the sales launch strategy for the UAE.

Sales Launch Phases

Designed to create impactful market entry and drive engagement in the UAE.

By establishing a CRM department, SAAS gained the ability to monitor CX progress closely and align organizational efforts with customer needs. The implementation of CX KPIs improved decision-making and enhanced customer satisfaction, creating a customer-centric culture across the company. The Sales Launch Strategy resulted in a successful, high-impact market entry in Dubai. The phased approach generated leads, enhanced customer engagement, and positioned SAAS as a premium brand in the Dubai market. Key performance indicators (KPIs) such as media coverage, lead generation, and conversion rates exceeded expectations.

02 — The Challenge

Where they started.

CRM Department : Establishing a designated department to centralize and enhance customer relationship management efforts. Sales Launch Strategy : Reinvigorating SAAS' sales approach in Dubai to reflect its premium positioning and differentiate it from competitors.

03 —What We Did

The work.

CRM Department

Centralizing CX efforts was essential for personalized customer interactions and data-driven decision-making. We identified that without a dedicated CRM, SAAS risked losing customer satisfaction and operational efficiency.

Sales Launch Strategy

SAAS’ current sales approach, designed for Abu Dhabi’s market, lacked the dynamism needed for Dubai’s competitive landscape. It was crucial to tailor a strategy that maintained SAAS’ premium identity while making a significant impact in Dubai.

CRM Department and Governance Model

We outlined the significance of establishing a CRM department with a dedicated governance model to ensure sustained focus on CX. This department would be responsible for overseeing CX initiatives and KPIs. We defined the RACI (Responsible, Accountable, Consulted, Informed) matrix and timeline for both CRM department establishment and CX KPI development. The department’s goals included developing clear roles and implementing relevant CX KPIs to measure customer satisfaction effectively.