Godrej Properties : Salesforce CRM Implementation

With offices scattered across the country, one of the major challenges faced
by Godrej properties was lack of a single process. Although all these sites were
under central supervision, the sales and the customer service processes followed
in each site was different which led to several inconsistency and data mismatch.
There was lack of process for proper lead and customer feedback management, plus
there was no proper mechanism to measure campaign effectiveness.

To overcome these issues, CRM package was implemented comprising of several
features. Lead management, for instance, for proper tracking of every generated
lead. For proper follow up on leads, system was customized as such that for
every lead entered it was mandatory to enter a follow up date and time. All the
data captured from customer was utilized to inference customer behavior which
was later used in future interactions. Finally all the campaigns were tracked
properly using this system which helped the marketing team to track which of
their campaigns were actually successfully and how much revenue was generated
from the campaign vis-a-vis the investment in the campaign. Apart from that, the
company can also track the bulk leads that come in from campaigns. Usually many
of these leads were lost earlier due to poor follow-ups.

Besides lead management, project management and case management systems are also
being implemented to avoid duplication of flat booking and proper customer
complaints resolution