Elite Real Estate Agency: How to Stop Losing Customers and Arrange a Sales Department

Customer: 

An elite real estate company from Miami USA

What was the client’s issue?

Initially, the company used the Bitrix24 CRM system, but the existing setup did not meet the real business needs.

Key problems:

• Lack of a clear structure of the sales department. The processes were fragmented, and there was a lack of a unified system of coordination between employees.

• Loss of leads. Due to the unstructured work, some of the incoming requests were ignored.

• An inefficient sales funnel. The existing stages did not reflect the real logic of the luxury real estate transaction, which made it difficult to control the process.

• Lack of automation. Manual operations took up time, increased the risk of errors, and reduced the speed of response to customer requests.

As a result, the company made less profit, and managers spent resources searching for data instead of focusing on sales.

Our goals

We had several goals in front of our team:

1. Analyze the current business processes of the sales department.

2. Develop and implement an optimal sales funnel for the new luxury real estate project in Miami.

3. Configure Bitrix24 so that the system fully supports the sales cycle, from initial contact to closing.

4. Automate routine operations to increase the speed and transparency of work.

Solution

We fulfilled the project in several milestones:

1. In-depth analysis of processes

We held a series of meetings with the client's key employees and studied the specifics of luxury real estate sales. We identified bottlenecks and formulated requirements for the new system.

We developed a detailed deals cycle diagram that considers the following factors:

• the characteristics of the target audience (wealthy clients with high expectations);

• the multi-stage nature of negotiations for premium properties;

• the need for a personalized approach.

3. Configuring Bitrix24

We implemented the following tools:

• Sales funnels - a separate step with clear stages has been created for each type of deal.

• Automation and triggers. Notifications, assignment of responsibilities, and sending templates.

4. Testing and training

We conducted a pilot launch and adjusted the settings based on feedback. We organized training sessions for the client's employees on using the new system.

How does the new sales cycle work?

The application is received through any channel and is automatically recorded in the CRM. The lead manager assigns a responsible person who collects initial information about the customer.

An automation sends notifications to the responsible person about the need to contact the client. The system checks whether the lead meets the criteria of the target audience.

After the object is demonstrated, the manager evaluates the client's interest. Depending on the result, the lead is converted into a deal and moved to the corresponding funnel.

4. Deal management

Each funnel contains stages that reflect the specifics of the deal. The responsible person moves the deal through the stages, recording the results.

The system records the success or failure of a deal, saves the interaction history, and generates a report for analytics.

Result

After implementing the changes, the client received the following benefits:

• Reduced time spent on routine operations due to automation.

• Transparent processes, allowing managers to view the status of each deal in real-time.

• Improved communication between departments, as all data is stored in a single system, eliminating the risk of information loss.

• Increased customer loyalty, as quick responses and personalized approaches led to more repeat business.

Whom is this solution suitable for?

This one will be a fit for companies that:

• have a sales department, but face chaotic processes;

• lose customers due to slow response or lost leads;

• want to scale their business without increasing staff;

• need a transparent system for monitoring managers' KPIs.

What do we offer?

1. Audit of current processes — we will identify pain points and growth potential.

2. Individual customization of Bitrix24 — we will adapt the system to your business specifics.

3. Automation of routine tasks — we will free up your employees' time for working with customers.

4. Team training — your employees will learn the new system.

5. Post-implementation support — we will help you optimize your processes during operation

Do you want to increase the efficiency of your sales department?
Submit a request, and we will conduct a free audit of your CRM system and prepare a personalized proposal for process optimization.