Digital Communications Strategy
Business Challenges
A national real estate company was frustrated by the lack of visibility into outcomes as data was stored across varied sources. Its customer relationship management application was disconnected from management platform. In addition, the company was limited in its ability to control telecommunications spend across multiple locations.
Solutions
The consulting team collaborated with the company’s management subject matter experts to design and implement a digital network, redesigned the company contact center, replaced the contact center software and communications platform, integrated data with enterprise property management software, and developed an executive dashboard reporting system.
Results
The company’s management team access to its full customer lifecycle and field sales processes which enabled them to adjust policies and sales programs, minimize risks, control costs, and improve service delivery. The company decreased operational expenses by replacing and eliminating regular telephone lines, while integrating contact center and distributed management systems telecommunications.