The challenge

A government housing ministry offered a program to sell homes to citizens while providing banking assistance with their loans. However, limited documented processes, difficulty tracking information, various booking systems, and multiple in-person visits created a disconnected experience that made completing sales difficult. This led to long wait times and cancelations.

The ministry needed to simplify the sales cycle and keep the buyer informed throughout the process to create a better experience. It wanted a partner who could deploy the right tools to connect various channels, associates, and processes into one streamlined journey.

Our solution

Using robotic desktop automation (RDA), we integrated five sales applications onto a single screen for sales associates. Now salespeople could streamline appointment confirmations, house selection, payments, and customer document uploads all from the same desktop without switching from screen to screen.

We also developed a web-based case management platform for real estate developers to get details on appointments in advance of potential buyer visits. Meanwhile, this same web-based application was accessed by banks to follow-up with customers on their loans.

These applications allowed the client to easily access the reports and dashboards for visibility across the entire sales funnel, both internally and with banking and development partners.

The results

The ministry saw significant improvement in both time to complete a sale and in the number of sales booked. The sales process decreased by 80%, from two days to 10 hours or fewer. In addition, there was a 26% increase in number of units booked. Home buyers also reported satisfaction with a simple and convenient process to choose and book a future home, thanks to frequent updates from the client on bookings and banking processes.

The client now has more visibility into the overall customer experience and there is no sales opportunity lost due to lack of coordination between different departments and systems.