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Case Studies

Sustaining service excellence (more than just a smile)

In today's business environment, keeping clients happy means more than good manners and a nice smile. Each and every client needs to feel that they are being looked after: that their needs are understood and will be carefully taken care of. To win a customer, you've got to know this customer better than any competitor and the more you know about them, the more difficult it becomes for your clients to switch to another competitor.

Even the best agents will acknowledge that sometimes, a deep commitment to clients just isn't enough. Real Evolution was built to ensure a new level of personalised service for both vendors and buyers: it provides agents with a greater understanding of their customers than any other real estate software application. Some functions including:

Producing customised prospecting campaigns
Management and tracking of customer interaction histories and contact through contact history functionality
Generating Instant template-based marketing reports for new properties
Marketing via integrated print, email and SMS marketing
Automating vendor relationship management
Automating buyer property updates
Ensuring lead follow-up through contact reminders and automated correspondence

Here's a scenario showing how these functions can work for you:

A couple called the Reynolds are thinking of selling their property call you after receiving a "sold in your area" flyer you generated in Real Evolution. They're selling in the next twelve months and would like an appraisal in 4-5 months time: one of them tells you "our baby is due in 3 months". Three months later Real Evolution prompts you to contact them about whether they're ready to sell, you look through the contact history, see the note about the baby and send a card congratulating them.

They list their property with you because you remembered.

On the same day you list the property, Real Evolution has uploaded it automatically onto realestate.com, you have printed 1,000 flyers and had them distributed to the local area. The flyers were generated in 30 seconds using a precedent in Real Evolution. Your colleagues are informed that the property has been listed by an automatic message sent via Real Evolution. Over the next two weeks you and your colleagues take interested parties through the property and note their comments in Real Evolution.

At the end of the second week you print out a report of the feedback from buyers entered by you and your colleagues and present this to the Reynolds. They're impressed with the report and with your service.

A month earlier a buyer, Bill Wallace, had walked into your office looking for a property - he didn't like any of the properties you showed him but agreed to have you update him in case anything suitable came on the market. After you listed the Reynolds property, Real Evolution scanned the list of buyers entered into your buyers module and promptly sent an SMS to Bill letting him know there's a new property on the market he'll just love.

Bill was away on business and doesn't get your SMS message. A week later, Real Evolution automatically prompts you to follow up your text message with Wallis via telephone. You do and he inspects. He loves the property and puts down an offer which is a little below the asking price. The Reynolds, having seen the Vendor Feedback report, accept that there are some issues with their property and agree to the lower offer.

You generate letters congratulating both parties.

12 months later, Real Evolution reminds you to call Bill Wallace to check up on his progress at the property. It turns out he is considering buying another property as an investment. He asks you to call in 4-6 weeks.......

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