How HubSpot Improved Real Estate Customer Management and Boosted Conversions
How HubSpot Improved Real Estate Customer Management and Boosted Conversions
real estate customer management
Client Success Story
Industry: Real Estate Company
Business Model: High-end or Upscale Properties
Location: Dubai, UAE
Tools
HubSpot CRM, HubSpot Marketing Hub, HubSpot Sales Hub , HubSpot Service Hub, HubSpot Reporting and Analytics
Timeline
16 Months
Outcome: We assist clients in finding the perfect properties while ensuring a smooth buying or selling experience. Our focus is on delivering value and making every step easier.
Wrinom worked with one of the world’s most prominent real estate agents for high-end or upscale properties. This made real estate customer management data, lead nurturing, and delivering personalized experiences difficult work for the agency. Their lack of a well integrated system is very detrimental to their organization since they can only work around their inefficiencies amidst stiff competition.
Key Challenges Faced By Real Estate Company
1. Inefficient Lead Management
Some of the key issues faced by the client for the real estate customer management of leads include lack of visibility, mismanagement of leads, and extended time gaps for follow-ups.
2. Fragmented Customer Data
Integrated communication engagement across various platforms was a major challenge as information was confined within specific platforms thus complicating the decision-making process.
3. Manual Processes
The management of the company’s email communication, their way of tracking the leads, and even daily sales activities had been slowed down by manual efforts.
4. Poor Customer Segmentation
Lack of proper segmentation also meant that the client was not able to post targeted marketing campaigns and communication.
Solutions
Wrinom implemented a tailored HubSpot solution to address these challenges using the following tools and technologies:
1. HubSpot CRM
Consolidated all customer and leads data in the HubSpot CRM, that enabled compiling multiple details of customer interactions to make it easier for the sales teams to track and prioritize leads.
Used Custom Properties to add real estate-specific fields (e.g., property preferences, budget, location).
2. HubSpot Marketing Hub
Follow up emails using the HubSpot Email Marketing Tool with specific property recommendations about the property.
Implement Workflows for lead follow-up, which implies initiating communication based on the lead’s activity, for example, viewing a property or subscribing to newsletters.
Improved visibility with the HubSpot Ads Tool to analyze the return on investment of pay-per-click ads for property listings through Facebook and Google.
Employed the SEO Recommendations Tool to help the agency enhance its blog articles for better search engine rankings.
3. HubSpot Sales Hub
Introduced Deal Pipelines that describe and map the sale cycle as well as the status of leads from acquisition to conversion.
Enabled follow-ups on prospects with the Sequence feature for automating the tasks.
Trained the sales team to utilize HubSpot Playbooks, providing consistent templates for answering client queries and pitching properties.
4. HubSpot Service Hub
Implemented a Ticketing System to meet customers’ complaints or booking related issues after the purchase and thus increase satisfaction.
Developed a Knowledge Base where frequently asked questions from both Buyers and Sellers are addressed thereby minimizing the use of support.
5. HubSpot Reporting and Analytics
Created Custom Dashboards to enable understanding of leads sources for Sales, performance of the campaigns an deals velocity.
Utilized the Attribution Reports to understand which marketing campaigns primarily had an impact on conversions.
Tools and Technologies Used
1. HubSpot CRM
2. HubSpot Marketing Hub
3. HubSpot Sales Hub
4. HubSpot Service Hub
5. HubSpot Reporting and Analytics
Results Achieved
1. Improved Efficiency
There was an overall saving of 40% of manual work through effective application of Workflows and Sequences.
2. Enhanced Customer Experience
Organized customer data in HubSpot CRM and use of individualized targeting in e-mail communication led to the raise of the customers’ satisfaction indicators by 30%.
3. Higher Conversion Rates
Better lead qualification and targeted marketing using Smart Lists and Deal Pipelines helped increase the conversion rate by 25%.
4. Actionable Insights
The utilization of Custom Dashboards in real-time also helped the client pinpoint campaigns with high impact and enhance the overall ROI by 20%.
5. Scalability
The unified system of HubSpot offered a perfect opportunity for expansion and growth as the client diversified and increased their activities.
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