Zillow is leveraging Salesforce’s Sales Engagement, part of Sales Cloud, to automate mundane tasks and streamline the sales process for Zillow Premier Agent sales teams. On the professional side, team members need to work with large numbers of agents from across the country to quickly identify their needs and close deals on the phone. On the consumer side, they need to ensure every house hunter receives the information they need to make decisions and move forward. Sales Engagement allows sales reps to keep their work in one place, see all of the relevant information, respond rapidly, and generally keep up with the speed that is needed to continue the team’s growth. As a result, it helps boost productivity for individual team members and allows the company to scale best practices seamlessly across different points of the business.
For example, Lightning Dialer allows sales reps to leave prerecorded messages instead of repeating themselves, saving time on every call that goes to voicemail. Sales Cadences ensure that every interaction is structured to guide the teams through scheduled, streamlined outreach plans with email templates, call scripts, and custom steps. Using Work Queues, team members can access a to-do list for their entire day — every call, email, and outreach activity is laid out. Plus, additional information such as zip codes and details of mortgages is shown in that same single screen. This not only helps teams work faster, but it also helps them deliver better service to customers.
“Prior to implementing Sales Engagement, we were making around 65 to 90 calls a day,” said Eli Eliason, Zillow’s Sales Executive Manager. “Now sales executives can make 150 or more calls daily. So it’s almost doubled their productivity. Executives are able to connect with more agents and drive that face-to-face connection, even if it’s through virtual consultations.”