Helping EMAAR gain a holistic view of their business using Salesforce
The Low Down
EMAAR are a leading premium property developer based in the MENA Region, with multiple branches across different countries. Established in 1997, EMAAR Properties is a Public Joint Stock Company listed on the Dubai Financial Market. A pioneering developer of integrated master-planned communities, EMAAR Group has transformed the real estate sector in Dubai, United Arab Emirates. A lack of a unified CRM platform across all its branches was the challenge they were faced with. In order to overcome this issue, EMAAR decided to adopt Salesforce’s Sales Cloud.
A lack of a unified CRM platform across all its branches was the challenge they were faced with. In order to overcome this issue, Emaar decided to adopt Sales Cloud. Prior to this, Emaar didn’t have a holistic view into their customer data and revenue, since lead and opportunity management was done on Excel sheets in a number of their branches. Lack of a unified platform also hindered collaboration amongst the sales offices.
Building a Framework
The first step towards a unified platform was to build a framework in Salesforce that fits well with the core business processes at EMAAR, with room for some customisation based on the Dubai region’s needs. This is to ensure that all the offices can leverage the same Salesforce organisation and reporting is easier across the group.
An Integrated CRM Solution
Since EMAAR’s Inventory and financial reporting are managed in an ERP System, it was imperative to have a seamless integration of the backend system with Salesforce, for its optimal usage as a CRM solution. This, coupled with a mobile application, is key to an enhanced user experience for their Sales Teams while on the go.
“The team at Wipro Dubai has always provided excellent service and a willingness to assist at all times. Working with Wipro, we have developed a customised Salesforce solution that meets the needs and requirements of our business here in Dubai, while also fitting the framework of other EMAAR offices around the world.”
Usama Al Zebdeh, Project Sponsor, EMAAR Properties
Communication between leads generated from the call centre and the website
Lead distribution across Emaar's various offices
That provide better insights for the C-Suite across the business