“When I joined the business, there were many things that impressed me,” explained Grainger’s Chief Information Officer, Paul Glibbery. “A key one, was the recognition of the vital role that technology will play in moving from a traditional property management mindset to a more customer and experience-led focus. This is a big step in a sector that is probably one of the last to embrace the transformative potential of technology.”
Grainger attracts large numbers of customers to rent its homes, and provides the friendly, easy-to-access, seamless services and experience that they now expect, and crucially it wanted to make services easily accessible on a smartphone. This means having the right technology platform and integrated ecosystem that helps a business to stand out from the competition, becomes critical. And Grainger recognised that the Salesforce platform would help it achieve this.
For Grainger, Salesforce is a key component of its CONNECT Platform and its vision of ‘creating connections that deliver sustainable growth’. In a single ecosystem its customers complete the entire rental process online, in one single location, they use an online portal to access all the information and services they require to enjoy their home, request repairs and schedule maintenance appointments, book amenities in their building, and connect with neighbours.
Now, just a few months on from the launch of its integrated Salesforce platform, Grainger is already reporting significant improvements, in internal processes and most importantly, in the customer experience.
Grainger has replaced largely analogue and manual processes with Salesforce. It attracts potential residents to rent homes using digital and social media marketing campaigns and integration with key sales channels like Rightmove, the UK’s premier property website, and organises online or in-person viewings using a virtual booking system and video tools.
Grainger then converts those prospects into customers, making credit and reference checks online, agreeing prices, terms and conditions, and exchanging all tenancy documentation using digital signatures.