Unleash the Power of Property CRM Software for Pharmaceutical

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Okay so we'll go through how cell do helps manage the entire marketing and the sales Journey that any typical real estate or firm needs to incorporate on a CRM we will look at three different uh stages of the customer Journey one is setting up the campaigns and the uh requirements for getting the activation in place so that the system can start tracking and you know the entire activation gets captured onto cello do second we will look at how a journey of a customer right from entering the details and registering herself or himself as a lead to booking takes place onto the platform and lastly you will look at key features on the platform in terms of the reporting and the nurturing so to begin with before we start any of the activation right it is imperative for us to set up this particular activation and ensure that although tagging is in place so you can go to the campaigns page of cellular do and if you see there are multiple campaign created as well so the primary source or the primary objective right is to ensure that there is zero lead loss whenever an activation is in place so everything that we need to do in terms of ensuring that the lead needs to come to the CRM is taken care of and in this particular section so if you look at the common sources of lead generation it involves integration with our website it involves integration with the common listing portals the property portals that help us generate these leads it also involves calling please wherein an incoming call comes to the system and most of the times this is something which is not integrated with the system or is managed outside the system so if I go ahead I set up the basic campaign names I select if it is a project specific or I can always have it as an umbrella Campaign which I'm doing for a particular location or multiple projects in Focus right if I go to tracking numbers we'll look at how the first setup in terms of capturing the leads from an incoming call is done here sell.2 is integrated with Cloud telephony it's inbuilt into the system which allows us to go fast in terms of the calling it allows us to ensure that the tagging and the routing is taken care of and there is a strong coupling between the systems so if you see there are a few virtual numbers which are already in the system they are tagged to a particular location to a particular source and this helps us very clearly identify how many leads are coming from a respective area or respective activation not just tagging these numbers because the telephony is integrated in the system I can directly go and purchase a number right from the CRM once these numbers are purchased and tagged I can start using these numbers on multiple collaterals to uh which are you know shared with the customers and the customer can call back to reach out to our teams if I go ahead send out to also helps you integrate with your websites through a very basic API it's a basic integration that you know uh for helps us pass the name email and the phone number of this particular lead from the website or we also have scripted landing page forms which is a two-liner script that needs to be put on the website and of automatic form is rendered which helps capture your leads from your website directly I can always create multiple rules for example if you see for a website I have created a rule for Facebook with a sub Source news feed now every rule is given a unique ID which gets appended into the URL and helps us track the source of a particular lead that has come to the system not just this I can have multiple apis property Source Integrations your Facebook ads YouTube ads all of this can be configured so this ensures that every particular place or every single source that you want to go ahead and generate your leads from is integrated with the cell dot do and there is no manual intervention needed to add the system add the leads into the system now once this activation is set up the next obvious step is to ensure that these leads need to be routed to the right person which is where the routing configuration comes into picture routing configuration helps us but route the leads or assign these leads to the right set of team members this can be project wise location wise it can be a particular to campaign now what this ensures is we have a right resources or write agents tackling or catering to these leads which we have spent money on and have generated for example I can always have let's say a campaign which is done for a particular locality basis the person who is really good at closing in that locality or let's say someone who is really good with the language that is needed to cater to leads from these particular locality the rules can be set up for example for this particular Platinum Towers project I have assigned it to this particular Egypt and so on I can keep increasing the routing rules depending on the expectations from the activation and the routing flow now that the activation is set in the system and the routing rule is also set what we will do is we'll go and see how does the Journey of the customer look like I'm logging in as the manager so in this demo what we will see is how does the lead flow happen with a lead getting generated getting assigned to pre-sales pre-sales sending it to Sales and a closure happens on this particular customer right so what I have logged into is a standard pre-sales dashboard which of course can be customized however something which you see here is new inquiries this talks about the new leads that have come to me unread emails because the system is integrated with Omni Channel communication which means I can have my emails WhatsApp and sms's all configured within the same interface and I don't need to step out of this particular dashboard for any kind of communication I see Android whatsapps I see missed calls that have come to me which are not attended it shows me something called as a new future activity now no future activity is basically all the leads that I'm sitting on without a follow-up or a site visit which I have not yet booked or lost this clearly shows me the amount of leads that I'm setting ideally on without making an activation activity on them and lastly you see account of re-engage leads which ensures that the leads which are coming to us again and again which have a higher intent you know are flagged off and are action quickly what I see is there is a daily Target which is given to the team for example this user has a target of 100 calls 60 Minutes of talk time the average callback time has to be 30 minutes or less they have to schedule 25 follow-ups they have to conduct five site visits they have to schedule two new visits and they have to create 10 visits right that's basically the dashboard on the right hand side I see what are my follow-ups for the day for my side visits for the day and so on now I'll quickly jump on to the customer Journey wherein as a customer I have started searching for a property I have just typed something in Google I see an ad and I click on it this is a replica of your landing page assume that this is your website where there is a form of course there's a lot of lot more communication which is mentioned on the website in the interest of time and for the purpose of demo I just have a simple form which is configure the pages and I submit my lead once the customer has submitted the lead the customer gets a thank you message now if I go back you see that there is a pop-up that Teja Smitha has raised an inquiry and I see the basic details I can quickly go open up the profile of the customer right and right away I can have a feature enabled which is called as insta calling today the market has become so competitive that reducing the tax and ensuring that you know the call goes to the customer with the least of the delay has become a priority to tackle that and get away with the human intervention what we have done is we have ensured that there is a system in place which automatically dials the lead and the respective agent the moment a lead is generated now this call comes to the sales person or the pre-sales agent in this case it's the pre-sales and I have picked up the call and I am now talking to the customer right now I'm going to probably just take the basic requirements from the customer the person is from Delhi NCR is looking at a property which is more than 50 lakhs uh the person is an investor looking for immediate position is interested in sale or is also interested in reselling doesn't mind the kind of property and so on the requirement list can be catered to the way it is needed as for the organization's processes now after the first call right I can always add notes on the lead seems interested wants to connect after two days and just to ensure that I don't lose out on this particular communication I can schedule a follow-up for two days later this was for a particular project and I schedule the follow-up now while this was something which the agent did let's look at what the system did the moment a lead got generated so the moment I go to see the whatsapps I see that there is a WhatsApp which is automatically sent to this particular customer right I can also see that there was an email with the respective developer or a brand collateral or a project collateral which was sent and there was a thank you email as well so the idea is to ensure that you know we tackle or we go around the customer holistically and not just from one medium which means there is an agent who reaches out to the customer meanwhile there is WhatsApp email SMS that has gone to the customer and it kind of gives a better experience and helps you ensure that there are possibilities of more and more touch points with the prospective buyer going ahead what I can do is I can call from the same dashboard these numbers can be masked which ensures that the sales or the pre-seales doesn't have direct access to the number or they can be kept the way it is right now I can send different emails I can send an SMS which is a pre-approved template from the system I can send WhatsApp or I can just log a call if the call is not made from the system so the purpose here is to ensure that everything which I want to do for a particular customer or a lead that has come to me should happen from a single dashboard this from a review or a management point of view helps you generate the entire activity field so right from the generation of this lead on 1153 till the current activations as on that particular date everything on that particular contact or a lead is available for us to go back and check now let's say I am conducting my follow-up by calling the customer again you just click on call it shows that you are on a call and the call has now come to the registered mobile number while I'm doing this particular call I realize that okay the customer is interested it's a warm opportunity for me and I change the disposition right the dispositions can be configured as per the business requirements now while I'm talking to the customer I realize that the customer is interested in meeting the sales guy and discussing this further so I quickly go to a visit I choose the project I can have multiple type of visits which are configured for example there can be a home meeting there can be an online meeting or it can be actually a visit to the property so let's say for now I have chosen home visit the home visit is scheduled for 4th of July and 10 am if there are any additional invitees you can add them if there is any partner involved that can be tagged and I just showed you the visit now the moment this visit is scheduled I'm gonna pass this particular lead to the respective seeds person now here I can just push the lead at a project level which means one of your guys who handle a particular project can get this particular customer out of the meeting or I can choose a particular sales person and I say push to sales now this event ensures that for you the clarity to see how well your pre-cells performed right is available onto the system for example I can always look at a report which is of course available in the system by default which talks about how many push to sales happen by a particular team or by a particular pre-sales agent and that basically tells you the qualification percentage or the effectiveness of pre-sales now what I'm going to do is I'm going to go out log out and login as the manager or the sales person which this lead was pushed so quickly we're looking at the dashboard this is my sales dashboard we spoke about new inquiries under emails whatsapps missed calls no future activity re-engaged compared to the first guy this guy had some had done some work for the day which is why you see that there is progress against every bar you see today's agenda you see a lot of these meetings or follow-ups getting read this particularly happens when the particular slot is missed by the person and you of course see the rest of the agenda that is there for a particular agent now if I go to new inquiries I see this particular customer and I start working on it so now let's go back to the same customer who had inquired with us so I'm on the page where I see that this is the customer that was pushed to me and as we mentioned you see the entire activity field available for the reference so you see when the lead was generated you know that you know there was a note added that the customer was interested you see that there was a follow-up conducted there was a WhatsApp sent as the moment a visit was scheduled I see the visit detail over here and I see that complete my meeting and I quickly go to the existing visits and I mark this as conducted in metric the customer is interested in checking the property tomorrow with this particular note I have mentioned that my 2DS visit is done and I'm quickly going to schedule a meeting tomorrow now this time what I'm going to do is I'm going to have it as a visit and not a home visit as mentioned the customer wants to meet tomorrow evening let's say 6 pm and I schedule this particular visit now all these activities you know wherein a visitor's marked a visitor's scheduled all of this has a nurturing setup running at the back end which will go into the details of but for now if you see the moment I schedule a visit there's a WhatsApp that is going there's an email which is going from the system and this ensures that the customer is continuously engaged the same way there are reminders that go to the customer they can be configured in terms of how soon you want to remind the customer is it at the start of the day is it one hour prior and all of that now once the customer is on the site right I have gone I have checked the entire property details the customer seems interested in making a booking right there might be a possibility that there are revisits that happen there are cost details that are shared discussed and all of this is then in the journey let's assume we have come to a point when the customer is interested in making a book so the moment the customer is now ready for the booking right I look at the inventory which is available with me for this particular project just go here I say add inventory now this can be the inventory which is uploaded in bulk or it can be unit by unit the way it has come to us so you can always have an inventory which is uploaded as if you have taken up the project for mandate or you can have a chunk or a block of nvnp or you can add individual units to the system sorry let's say select a particular lead and I block this inventory for this particular customer now the moment I go ahead I can see that the entire cost sheet and the payment schedule is available this depends on the data that is available with you it can always be a simple form wherein a unit and its agreement is visible and I you just click on agreeing to the terms on behalf of the customer and you see that there is a booking which is already made in the name of this particular customer right now after this booking is completed there can be a set of tasks that you want to complete on behalf these can be configured at a project level against every particular booking and it helps you track the details or track the Journey of a particular booking now the moment you know that okay it's in Block stage currently I need to take balance payments there is kyc documentation there is loan documentation there has to be an upfront payment that has to be sent to the developer all of that can be configured from Project to project and is available on the booking so that the team members who are responsible for working on this particular Journey can go and keep working on this this gives us a very clear picture in terms of where exactly is a booking stuck is the booking stuck at the initial stage is it in between where you know a part of the documentation is done and when I say a part of the documentation is done what exactly is done what exactly is spending is it pending at the finances is it pending with documentation is it pending with the developer sign off is it anything else that's something which is very clear and after all these formalities are done you can move into a confirmed booking stage so this helps us track very clearly the journey and ensures that you know there is no drop off because these are technically your hottest and customers no customer is a confirmed customer unless it goes through all these documentation and processes so that's something which helps you keep a track of where exactly the customer is so this was pretty much the end Journey right wherein the customer started as an inquiry we had activities performed and it eventually ended up with the booking and the post sales operations now let us quickly look at a few other things that helps us run this show better starting with trip marketing now nurturing a customer is of utmost importance at an uh especially when we have such a competitive market right so like we discussed sometime back every nudge that the customer is taking those are the chances of a touch point what drips help us do is while there is a positive Journey that is well thought of as a part of business process where in the lead comes to a particular person the agent reaches out wants to schedule a visit here I can create a parallel route which can help me understand the moments of the customer and push the right content for example let's look at a sample drip now here whenever a visit is conducted okay is when this particular action Starts Now I can have this as an entire decision tree wherein for example if there is a certain condition for example I want to check that the moment a visit is conducted I want to send a thank you message now after five days I want to send an email right similarly I want to after sending this email I want to check if that email is open and then ingly send out a different set of communication this tree can be built and can go for a very long time at the back end and ensure that this is the condition of the customer there is continuous nurturing that is happening what we have normally seen is such a level of nurturing which talks about brand and the project or the property to begin with then eventually talks about the benefits it can be location benefits it can be amenities it can be investment opportunities it can be appreciation of the value these go in the middle of the funnel and eventually there is a urgency creating communication that goes at the bottom of the funnel as a part of your nurturing strategy this helps you boost up your ratios minimum by two to two and a half percent secondly you can have all your bulk activities done from the system now it is of big importance that whenever a lead is there in the system you keep reaching out to the customer if there is a potential property that is available right so depending on what the criteria is I can slice and dice the data I can get the entire list created and I can do an SMS blast email blast right from the system so if you see there are multiple lists which are already created or I can just create a new member list I can have multiple conditions that can be applied over here and I can do an email Plus or an SMS blast the same can also be done for WhatsApp with which depends on the vendor you are opting in for lastly we have something called as an audience manager now the biggest problem with the today's funnel is there are very few places where the CRM data goes back and talks to the marketing data and because this funnel is not completed you are not in a position to take right decisions for example I need to know if a certain state of audience drives more business for me which means this data needs to go back to the advertising and a similar audience needs to be targeted so I can quickly create that particular Audience by slicing and icing my data and I can sync it back to Google and Facebook this firstly ensures that the feedback loop is completed secondly ensures that there is no need for an export to be taken from the system your lead data is never out in the open it's the systems that keep talking to each other apart from this a few other pointers to cover are you can set up your targets for a particular campaign the targets can be for the leads qualified leads title visits and the bookings depending on what the objective is we can always go for multiple templates which ensures that the team doesn't have to keep working on the same things again and again and there is a standardization in the communication that goes out in terms of lead integration like we discussed there is a default API based integration there are pre-configured property portals which help us capture the leads directly without any third party intervention same goes for our Facebook lead generation which does not need any detail or any uh connector platform in between the leads can be captured directly from Facebook and can be landed in the system if I have to look at the reports there are 20 25 pre-configured reports that help me deep dive into the journey or the performance of my campaigns my agents apart from this custom reports and data exports are available which can be restricted and access can be customized as per the need of the business if I if you look at the pre-configured report I have lead stage analysis this can be checked by sales by a particular team project campaign you can see the entire lead funnel you can have a report on unqualified reasons lost reasons in terms of marketing Effectiveness we can have multiple insights in terms of how many re-engage leads are coming from a campaign which talks about our reach and effectiveness of reaching out to the new potential customers you can have the location analysis which talks about varies exactly the school to your activation coming from and ingly make or the changes that are needed in terms of your sales performance reports you have a report that talks about the lead statistics the way our team is working on them for example if you see this report I have agent wise team wise report about the number of leads given to them how many of them are still untouched leads with last call Miss and every parameter which is important to ensure that the operations are working fine is covered as a part of this particular report you have your user target analysis site was it by sales follow-ups bookings pre-sales to sales the report which you were talking about when we saw push to sales right available for us in the system when I look at there are a few reports which talk about the volumes the durations typically this is a report that you know we recommend to all the clients which talks about the overall performance and gives a very good overview for example you have a sales by team you get to know the talk time you see the outgoing calls they made what was the answering ratio incoming calls their answering ratio how many follow-ups are being scheduled conducted how many visits have been scheduled and conducted what's their time to First Contact what's their average fallback time in case if automation of call is not implemented what's the average time for the first attempt to a new lead which is generated so this gives me a very good overview in terms of how my team is performing where exactly is the challenge where in my funnel there is a scope of optimization and how can I go ahead and ensure that the necessary changes are made to increase the effectiveness