Case Study · Real Estate Customer Experience & Digital Transformation

SODIC. Pemetaan Perjalanan Pengalaman Pelanggan (CX) Real Estat

Mengembangkan enam perjalanan pelanggan terperinci untuk SODIC, termasuk tiga perjalanan "saat ini" dan tiga perjalanan "masa depan". Mendefinisikan 5+ tahapan dan 26+ langkah, dengan lebih dari 400 tugas internal yang didokumentasikan. Mengidentifikasi pain point dan peluang untuk meningkatkan pengalaman pelanggan melalui riset cermat dan perbaikan strategis.

Journey MappingCustomer ExperienceCX Transformation

Client

SODIC

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

—

01 —The Impact

The results, up front.

Stages Defined

Per 36 customer journeys

Steps Defined

26+

Per 36 customer journeys

Internal Tasks Defined

400+

Across 36 customer journeys

Detailed As-Is Journeys: Developed three detailed as-is customer journeys for Club S, Commercial, and Residential, highlighting current pain points and areas for improvement through intensive audits, interviews, and research. Innovative Future Journeys: Created three future customer journeys with significant improvements and opportunities identified to enhance the customer experience, based on thorough research and extensive expertise. Understanding: Achieved a thorough understanding of the customer journey, from initial awareness to post-purchase or exit stages, ensuring a seamless and customer-centric experience.

02 — The Challenge

Where they started.

Stages: The journey stage. Intent: The purpose at each stage. Steps: Actions taken under each intent. Actions: Specific actions under each step. Touchpoints: Communication channels used (SMS, email, etc.). Pain Points (As-is Journeys): Identified friction points under each action. Improvements (Future Journeys): Enhancements made compared to as-is journeys. Opportunities (Future Journeys): Positive opportunities identified under each action.

03 —What We Did