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Maximizing team productivity in real estate and construction

Context

  • Different communication styles across team  ​
  • Manual processes for ticketing workflows  ​
  • Reliance on third-party tools for conversation tracking  ​
  • Manual efforts for capturing customer details  ​

Challenges

  • Resistance to change among relationship managers ​
  • Manual efforts in capturing customer details ​
  • Lack of standardized communication practices ​
  • Fragmented conversation tracking and intelligence

Engagement coverage and highlights

  • Leading real estate developer in India​
  • Using Dynamics 365 Sales and Customer Service from last 2 years​
  • Adoption of Dynamics 365 Copilot across Sales and Customer Service modules

Outcome

> 65%
Successful adoption (Employee engagement survey – FY24 Q3)
30%
Quicker case resolution (As per agent productivity reports)
~25%
Boost in agent confidence (Employee engagement survey – FY24 Q3)
>90%
Attribute data accuracy (Observed during systems audit)

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