Customer-journey optimization and 300% salesforce expansion
- Location
- Ontario, Canada
- Year
- 2017
- Engagement
- Revenue Growth: Customer Journey Optimization
Canadian tech-enabled real estate brokerage had recently secured Series A funding. Key growth and operational targets had been set by investor as part of financing. Leadership needed to serve more customers and simplify operations to scale the business effectively.
Our team streamlined operations and installed Twilio call center platform to reduce team size. We revised qualification questions to promote "fail-fast" phone calls and maximize conversion efficiency. We piloted "agent as an employee" models to optimize schedule loading, realtor availability and customer experience.
Redeployed 6 staff to higher-value roles
Increased sales agents by 300%
Piloted 3 innovative sales agent contract structures to improve showing availability and offer conversion %