A real estate industry client wished to enhance a portal by providing value added features to the customer to transact online, like placing service requests, submitting documents (scanned copy), etc. Salesforce Community cloud solution revamped the entire customer experience leading to 100% customer satisfaction.

Client Information

• The client is one of the leaders in the Real Estate Industry of India.
• The client develops residential, commercial and township projects.
• Has recently been awarded as the ”Real Estate Company of the Year” at the Construction Week India Awards 2015.

Business Requirement

• Client had an existing customer portal developed using .NET.
• There was a requirement to enhance the portal to show near to real time information.
• Provide additional features to the customer to transact online like placing service requests, submitting documents(scanned copy), etc. Ready access to all the property related information.
• Query management with access to the communication history integrated with the Salesforce sales cloud.

Solution

• Implemented Salesforce Communities for Customer and revamped the entire design of the portal with responsive VF pages.
• Implemented Collaboration among customer’s and client’s sales and marketing team for quicker resolution of Issue.
• Implemented Knowledge Management for easy access to relevant information regarding projects.
• Case Management for placing support and service requests.
• Maintaining a repository of requirement for the legal processes and submission of documents for the same from the customers.
• Contract Management.

Key Highlights

• Resulted in quick resolution for support ticket.
• Better collaboration between the client team and the customers.
• Comprehensive FAQ management.
• One place to locate all necessary documents.