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