Enhance the customer experience

Each buyer enquiry is responded to within minutes with a property webbook embedded into the email. Enquiries are loaded into the Noel Jones Mitcham CRM system without the team lifting a finger.

The challenge

As a result of strong brand and market dominance in the Mitcham/Vermont area (Melbourne, Vic) the Noel Jones Mitcham office was receiving a high volume of property enquiries across sales and rental departments. Having recently purchased property webbooks, the team was replying manually to each enquiry, attaching a link to a webbook.

This labour-intensive process was resulting in a delayed response to customers of up to 24 hours. The agent responding was also required to manually create a contact record in the office CRM system. These manual processes equated to administration time of 5.5 hours per day across the team.

The solution

Matthew, from the Noel Jones Mitcham office, approached the team at Plezzel to see if we could enhance his buyer/tenant experience and streamline the manual processes within the property campaign.

The Plezzel customer engagement team created a custom email response solution, enabling webbooks to be embedded into the enquiry response email when first loading properties onto the market. This ensured each enquiry was responded to in minutes with all the necessary information included. The team also worked closely with their CRM provider to instantly load enquiries into the company CRM.

The results

Now each enquiry is responded to within minutes with a property webbook embedded into the email. Enquiries are loaded into the Noel Jones Mitcham CRM system without the team lifting a finger. This represents a large time saving of 5.5 hours per day for the team. This solution has enabled the Noel Jones Mitcham team to enhance the buyer and vendor experience. Buyers receive all the information needed to make an informed decision on each property. Vendors considering selling are impressed that every enquiry will be responded to and followed up on at the time of enquiry.

 

 

Plezzel Products Used: Real Time Lead CaptureEnquiry Response

 

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