Business Case
Online sales experience and customer relationship
The challenge
A real estate player wants to improve its experience and customer relationship by taking better advantage of its digital presence
Our approach
- Evaluating the current ecosystem and the customer’s various points of contact with the brand
- Defining an action plan to put the consumer back at the centre of the company’s strategy
- Optimizing the organization towards a client-centric organization
- Improving quality and efficiency across all customer paths: redesign of digital assets, redefinition of lead acquisition channels and strategies on each channel, redefinition of contact center missions, redefinition of the after-sales process
- Deploying performance measurement tools
« The definition and implementation of an organization and roadmap focused on customer experience and satisfaction have significantly improved the commercial efficiency and performance of marketing investments. Digital has regained a coherent and useful place in an omnichannel experience that consumers want and appreciate. »
Benefits
- Streamlining procurement budgets
- Improvement of sales efficiency (leads / sales ratio)
- Improved customer experience and e-reputation
- Identification of new digital service providers (SEO, social media, digital agency, CRM,…) to accelerate performance and digital transformation
-30%
off the ROI cost per sale