Real Estate Industry

Oxon + Real Estate Industry

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Estate_case-study
UARealty_case-study
UA Realty Group company is specializing in all real estate matters in Kiev, Ukraine. Agency is always looking for new clients and investors from Western, trying to attract new invests to city of Kiev.
25 employees
10 Contact Center agents
The firm used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

10000
per month

Customers

230
per agent per day

Calls

188
per day

Emails

42
per day

Problems

The firm was faced with the following problems and challenges.
UA Realty Group needed modern CRM because of the following reasons:
There was no communication services in web-site, integrate web-chat to web site
Reduce operational costs and inefficiencies
Was using several different systems for different channels
Need for the centralized database system to have a secure and consistent access to the client's data
Make IVR customization connect directly to the agent who is responsible for that listing
Ticketing system installation and customization

Solutions

Oxon’s solutions were implemented accordingly every issue.
Omni-channel abilities
Omni-Channel experience allows your customer to engage on their channel of choice. UA Realty is using: Calls, Emails, Web-chat.
Web-chat integration
Web-chat allows the agents to chat with more than one client at the time. It saves time and increases agent's efficiency. Fast respond time increases customer's experience and satisfaction.
OXON dynamic agent desktop
OXON dynamic desktop agent provides the employees with lists of information in front of them. When a client names the object he is interested in, the agent will have all the details about it in front of him in a few seconds. If the client called before the agent will see all the information about his client on the desktop.
OXON contact center
OXON contact center allows UA Realty to be connected in all the communication channels in a single and easy to use system. All agents have their own calendars and can set reminders about incoming meetings or call backs, can easily share the information between themselves and perform other casual actions in one multifunctional system.
IVR systems
UA Realty IVR system is set up to directly connect the agent who is responsible for that list. Client only needs to enter the unique code of the list and he will be connected with the responsible agent. If the client does not know the code, he will be connected to a random agent.
Ticketing system
Ticketing system lets you create tickets for clients. If the agent cannot help the client during the first call, the ticket will be open until the agent or someone at the contact center will solve the issue or get a deal done. Tickets can be used if a client comes with a demand of his own and the agency cannot offer any estate at the moment, the ticket will be open until the agency finds something to offer for the client or until the client cancels the demand. Tickets can be assigned for the themes too; it can be used as a folder to keep the lists of exact neighbourhood, price, VIP clients, etc.
Massive promotion messages for new lists
Massive promotion or offers can be sent through OXON contact center via contact lists or only for themed tickets/agents. Massive messages is an easy to use interface which can be used for sales, marketing or other promotions.
Recording of external calls
All the external calls to UA Realty are recorded and saved in the history page, agents and team leaders will have all the access to the history and will be able to listen to all calls records or watch other history from the other channels.
Interaction with clients via customized surveys
OXON created customized messages to track UA Realty feedback from clients. Customized surveys are sent by email or SMSat the end of the chat. Surveys can be customized any time, automatic surveys can be turned off, or can be configured to use like a massive messages tool.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
230
s
190
s
Annual contact centre operational costs
10 400
9 000
Annual contact centre operational costs decrease
-
%
15
%
First Call resolution
78
%
83
%
Email First reply time decrease
-
%
12
%
Calls answered within 20s
79
%
86
%
Customers flow decrease with Chat-bot
-
%
19
%
Average of emails handled
per day per agent
36
42
Average of calls handled
per day per agent
79
88
Callbacks answered
44
%
59
%
Customer NPS
43
pt
47
pt