Real Estate CRM

Before

The customer was experiencing several limitations with their old CRM system, which hindered their current operations and did not provide a solid foundation for future business growth. The old system needed a mobile version, and integrating with new systems such as SAP ERP and Procore was time-consuming and costly. Additionally, the CRM customization options were limited.

As the company expanded, with an increase in the number of projects under construction and being sold, as well as the opening of new offices in different countries, the following problems arose:

Employees had to manually input the data into the existing systems when receiving customer inquiries from the website.
During the property selection and preparing customer offers, sales managers had to work in two systems simultaneously. Property searches with specific criteria were conducted on the website, while customer data and information related to the properties were managed in the CRM.
If inaccuracies in property data were noticed during the search, users had to switch to the CRM, update the property data, and then return to the website to continue the property selection process for the customer.
In cases where customers were considering property purchases in multiple cities, administrators and sales managers from different offices had to work on the same transaction. This led to the possibility of data inconsistencies or deletion, as one employee's input could be altered or removed by another employee.
The absence of additional catalogs (e.g., Cities, Districts, Projects) led to their manual input, data duplication, transaction errors, and increased report generation efforts.
Documentation for a deal and reservation had to be manually prepared by employees.

Opportunity view

Solution

Dynamics 365 for Sales solution has been implemented, customized for the property sales process, and integrated with the customer's website. The implemented features include:

Leads, opportunities, real estate projects and properties database
Customers and partners database (estate agents and agencies)
Automated data export of projects and properties for partner agencies
Automatic lead creation upon receiving customer inquiries from the website
Automatic assignment of leads and deals to employees with notifications
Automatic creation of deals for offices in different cities/countries if the customer is interested in purchasing property in multiple locations simultaneously
Visualized sales process with prompts for necessary actions at each stage
Property search module with recommendations
Ability to add selected properties from the catalog to a deal with just one click
Duplicate detection and automatic assignment of unique identifiers when creating records
Automatic inclusion of the sales manager previously involved with the customer in a potential deal
Restriction of selecting reserved, unavailable, or sold properties for inclusion in customer offers
Gathering all customers' and sales managers comments during property viewings
Generation of commercial offers, property listings, and price lists for partners directly from the CRM with just one click
Ability to create package deals (purchasing multiple properties)
Quick access to all comments ever left by sales managers when viewing specific property in a unified table
Automatic deal commission calculation for agents and sales managers
System recording of preliminary property reservations (reservation date, reserving employee)
Automatic generation of property reservation documents (Reservation Agreement, draft contract)
Role-based access, considering employees' position and office.

After

The company's employees have been provided with a new system that enables them to manage the complete sales process cycle in real estate, from adding a new property to the system to closing deals with clients.

Each office can work independently within the system, but any changes that affect all offices (such as status changes of properties during reservations or sales) are recorded in centralized catalogs:

The process has become faster: thanks to the automated handling of website inquiries followed by lead and potential deal creation, the administrator spends less time inputting and processing data into the system.
Employees find it more convenient: they no longer need to visit the website to find suitable properties; everything can be done within the "Search for property" module in CRM.
Working with duplicates: before saving a form that may have a potential duplicate, the system displays a notification with a link to the possible copy and suggests merging the records.
The number of errors has reduced: most fields are automatically populated or selected by the employee from predefined options.
The process has become more transparent and manageable: there is a visual representation of the deal's status, progress, and user's necessary steps for its successful closures.

Roadmap

Synchronization with SAP - transferring transaction and contract data and receiving payment data.
Extended integration with the company's website - tracking the number of views for specific properties on the website.
Integration with WhatsApp and other messenger platforms - generating leads from messages and sending messages to customers from CRM.
Calculating the average market value of properties by districts - setting up processes to calculate average market value based on various parameters and conducting further analysis using the obtained data.
Bots for processing customer inquiries during non-business hours.