How optimizing processes in real estate results in better customer service

The different outcomes of automizing your processes

Too often companies postpone making optimizations. Some companies see it as a cost instead of an opportunity. Others are too busy with their day-to-day operations or a new big project to make time for any kind of change. But waiting to optimize certain processes can lead to an opportunity cost. A cost that is often bigger than the benefit of waiting for that one project to finish. Read more in our blog about how you improve your work efficiency and customer service by implementing optimizations.

Optimizing processes usually means implementing automation technologies. With these technologies, robots take over the part of the job no one likes. Manually updating Excel sheets, for example. Or emailing homebuyers to remind them to look over a proposal. Or sharing the same documents over and over again with every new homebuyer.

1. Better customer service

Implementing a tool to automate the above-mentioned little tasks may seem silly at first. But add up the time spent on all these repetitive to-dos and you’ll see: holding on to these tasks isn’t very efficient. Think about what your customer advisors could be doing instead. They could focus on adding value where it matters; advise homebuyers on a deeper and more personal level.

Technology makes the role of a customer advisor more valuable. Technology assists the customer advisor where needed. It’s meant to make their job easier in some aspects, so they can excel in other departments. In the case of the customer advisor, that would be supporting the homebuyer from beginning to end. As great as AI robots and their cool cousins are, communicating with people on an empathic and personal level isn’t exactly part of their skill set. Leave that to your customer advisors team! This isn’t only great for your homebuyers (“Yay, great customer service!”), but for your customer advisors team, as well.

Optimize processes with the decision list

2.Better employee experience

Automating tedious tasks allows them to show off their talent and make a big difference in your company. When employees feel that their work makes an impact, they’ll be happier in their job. And, as a 2020 Forbes survey has shown: this kind of employee experience can improve the customer experience – happy employees make happy customers, after all -, which in turn leads to rapid revenue growth.

Automation doesn’t just help you save time on tedious tasks, it also helps decrease your margin of error. Missing an email or not finding the newest plans and documents are a thing of the past. As a property developer, Volus’ customer advisor Elisabeth says: “A lot of information gets lost with traditional systems. Now all our documents are in the same spot and are visible for all three parties involved: property developer, subcontractors, and customers. The to-dos are clear and transparent; everyone knows what’s expected of them. So yes, we avoid errors that we sometimes made in the past.”

A lot of information gets lost with traditional systems. Now all our documents are in the same spot and are visible for all three parties involved: property developer, subcontractors, and customers.
Elisabeth Ingelaere
Customer advisor Volus

3. Work more efficient

You get it: optimizing certain processes in your organization allows you to work more efficiently. But we understand that implementing such tools and changing your way of working can be a little intimidating. The great thing about technology these days though is that it’s incredibly user-friendly. Don’t let the fear of change management keep you from the opportunities these changes bring. No one wants to miss out on a better way of working; saving time, decreasing errors, increasing your efficiency, and, ultimately, rapid revenue growth are all in your future thanks to smart optimizations.

June 7, 2021
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