M Capitol implemented Sales Cloud and Service Cloud first, injecting greater efficiency and insight into everyday processes like lead and case management. New leads come in via the website or are referred by partners and are automatically captured in Salesforce before receiving a personalised welcome letter.
Opportunities are then tracked and managed in Salesforce, enabling Sales Cloud Einstein to analyse the data and learn what separates deals won from deals lost. The Artificial Intelligence tool then automatically prioritises the opportunities that are most likely to convert and offers recommended actions to help reps improve win rates.
“Salesforce has significantly improved our sales productivity and given us greater insight into how deals are progressing. Management can then step in where we need to and keep deals moving forward. It's also simplified our forecasting and reporting,” said Abou Zeid.
Once customers come onboard, M Capitol is able to provide personalised service over nearly any channel. The business has implemented the Live Agent chat tool for real-time engagement, and plans to rollout WeChat, WhatsApp and Apple Business Chat in the future. These messaging apps are popular and more convenient than traditional phone messages for M Capitol’s customers which are predominantly non-resident buyers and foreign investors.
When customers do want to call up and speak with an agent, the use of the Aircall CTI from the Salesforce AppExchange helps ensure a positive experience. The CTI solution brings up each caller’s details to provide context to conversations and allows for calls to be recorded and monitored for quality and training. It also allows clients and partners to be identified and for Relationship Managers to address any concerns they have in regards to finance applications or post settlement issues.