Like the rest of the business, Trade Me Property had been bought and sold by Fairfax in the six years leading up to 2012. It was during this time that Trade Me Property began using Salesforce. However, it was never fully adopted and the need for more scalable processes led the business to try again.
Trade Me has been a customer of Salesforce for some time, but the need for faster and more scalable processes led the business to revitalise its use of the platform over the last year and a half and fully leverage the benefits.
Medhurst took ownership of Salesforce within Trade Me Property and led the transformation — after successfully completing similar implementations in Australia.
“Growth was accelerating and we didn’t want internal processes like contracts to become a bottleneck and impact on customers,” said Medhurst. “So we used Salesforce to start cleaning up those processes, removing paper and manual handling.”
The team turned things around in a year and completely streamlined workflow from lead to product fulfillment. Sales Cloud is now used daily to push opportunities through the sales cycle and capture and validate details for contracts. Contracts are prepared and signed digitally using Conga and DocuSign from the AppExchange. Once all parties have signed, the contract automatically flows through Salesforce for product provisioning into their Admin platform.
The straight-through process has removed the need to manually enter data into different systems so that contracts can be finalised and provisioned at the click of a button, and agents can start leveraging their products almost immediately. In the past, contracts alone could take up to three days to finalise and it could even take a couple more days before agents could start using the new products.
“We’re able to provide agents with a much better experience while processing up to three times the volume of contracts. We also know that every contract sent to customers conforms to our business rules which is difficult to manage when you’re doing things manually,” said Medhurst.