Service Cloud Implementation for Property Finder
The Low Down
Property Finder is UAE’s leading real estate and rental marketplace dedicated to connecting consumers to their perfect property. Launched in 2007, propertyfinder.ae is owned and operated by The Property Finder Group which also owns and operates real estate portals across the Gulf and the Middle East.
Following the implementation of Sales Cloud to optimise and manage its sales process, the sales and service functions of Property Finder were being managed across two different platforms. Running the business across multiple platforms meant that Property Finder was unable to have a single view of its customer. The company decided the time was right to bring the service element of its business onto the Salesforce platform, helping them achieve a 360 degree view of its customer on one single platform, while also supporting its growing omni-channel service strategy.
Achieving a single customer view across the business
Following the successful implementation and utilisation of Sales Cloud, Property Finder decided the time was right to introduce Service Cloud. The objective was to give staff outside of the sales team a better view of the customer. With Service Cloud, all of Property Finder’s sales and service operations could now be performed using Salesforce, allowing for a full 360 degree view of their customers and letting staff know exactly who’s communicated with client and what they spoke about.
To enhance their end user experience, and to ensure the same level of customer service is provided irrespective of the channel, utilization of soft phone capabilities combined with knowledge articles exposed on their portals, and snap-ins were embedded to their portals and website.
“The thing we really liked about Wipro is the fact that they’re a Salesforce Platinum Partner, backed up by their experience of working with growing businesses in the region. They’ve been very engaging throughout our digital transformation journey, and the holistic approach they took around understanding our business was extremly reassuring and really helped get multiple stakeholders involved in the project.”
Shani Ashfaq, Head of Group Commercial Operations
Degree view of the customer with an integrated platform
Platform to provide a consistent omni-channel experience