Complex sales solution for a Real Estate company: customer retention
Client Overview:
Real estate agency in Dubai and Sharjah specializing in the sale and rental of luxury properties. Due to the high volume of inquiries and the diverse client base, the company faced challenges in managing sales, processing requests, and tracking client interactions.
Challenges:
- Scattered data: Requests came from multiple sources (website, phone calls, social media, partner agencies), but there was no centralized system to process them.
- Missed opportunities: Up to 35% of inquiries went unanswered due to the lack of automation, especially during peak periods.
- Low conversion rate: Out of 500 monthly inquiries, only 7% converted into deals, despite the high market demand.
- Ineffective follow-up: Clients who expressed interest but had not yet made a decision were often overlooked by agents.
Figures:
- Average deal closing time: 90 days.
- Total monthly sales volume: 3,000,000 AED.
- Missed inquiries: 35%.
What was accomplished
Solution Implementation:
- Integration of all communication channels: Automatic collection of requests from the website, social media, phone calls, and partner sources into a unified Bitrix24 system.
- Sales pipeline setup:
– "Nurturing" pipeline for clients who are not yet ready to buy or rent.
- Task automation: Automated reminders for agents to follow up, mandatory client and property data entry for progressing through sales stages.
- Client base segmentation: Categorization by property type, budget, and readiness to close the deal.
Results After 6 Months:
- Reduction in missed inquiries from 35% to 5%, thanks to automated lead routing.
- Increase in conversion rate from 7% to 15%, due to timely processing and clear control over client interactions.
- Shortened deal closing time from 90 to 45 days, achieved through transparency at each stage and automated reminders for key actions.
- Growth in sales volume to 5,500,000 AED per month, an increase of 83% compared to pre-CRM implementation.
- Improved client retention: Clients in the "nurturing" pipeline contributed up to 20% of total deals.
Additional Benefits:
- Transparent agent performance: Managers can monitor the status of each deal and individual employee effectiveness.
- Efficient property database management: Agents can quickly find suitable options for clients.
- Reduced workload for agents due to automation of routine processes.
Before
After
500 inquiries
500 inquiries
7% conversion
15% conversion
3,000,000 AED
3,000,000 AED
Sales volume increased by 83% within six months.
Conclusion:
The solution enabled company to not only increase sales but also establish a systematic approach to client management. Automating all processes improved agent efficiency and allowed the company to capitalize on the dynamic opportunities in Dubai’s and Sharjah’s real estate market.
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