Salesforce Sales Cloud Practice Module Using Estate CRM

COMPANY BACKGROUND

General Estate is a real estate management company that specializes in providing landed assets to its customers. Its revenue operations are driven by two primary units:
1. Sales Operations
Sales agents play a pivotal role in generating leads by visiting shopping malls, gas stations, and office complexes. They distribute flyers, create quotes for interested prospects, and pursue upselling and cross-selling opportunities. Sales agents are also responsible for onboardingcustomers and maintaining follow-up communication until payment plans are fulfilled.

2. Finance Operations
The finance team manages customer payment records, monitors instalment schedules, and prepares monthly reports. They collaborate closely with the sales team to address defaulters and resolve payment-related issues, often relying on manual processes for tracking and reconciliation.

CURRENT REVENUE OPERATIONS
The sales process at General Estate involves close coordination between the Sales and Finance teams:
1. Customer Onboarding: Sales agents collect contact details, confirm interest, and assist customers in selecting a suitable payment plan.
2. Payment Processing: After the initial deposit, finance confirms the payment and communicates it to sales, who finalize the deal.
3. Customer Engagement: Sales agents monitor instalment payments, ensuring customers stay on track.

While functional, this process is heavily reliant on manual tracking, leading to inefficiencies and errors.

CHALLENGES IN REVENUE OPERATIONS
1. Sales Operations Challenges
● Excessive manual work leads to delays and errors.
● Sales agents report issues with deal ownership, including misattributed or stolen prospects.
● Lack of a structured system to track their activities and results.

2. Finance Operations Challenges
● Difficulty in identifying and confirming payments due to missing documentation.
● Delayed processing of deposits and instalment updates.
● Limited customer interaction due to reliance on sales agents.

3. Customer Challenges

● Customers lack timely notifications for milestones such as first payments and instalment completions.
● They struggle with submitting payments and receiving updates due to the reliance on manual processes.

PROPOSED SOLUTIONS USING SALESFORCE
Objective: Streamline operations, foster collaboration, and enhance customer experience through a Salesforce-driven solution.

1. For Management:
Create comprehensive dashboards to track:
● Average customer balances (money owed).
● Daily sales agent activities and tours.
● Sales funnel progress and closed deals.
● Daily payment deposits and overdue instalments.

2. For Sales Operations:
● Provide agents with a Salesforce mobile app to manage deals, generate quotes, and record field activities.
● Assign each deal to a specific agent to maintain accountability, while allowing for upselling and cross-selling opportunities by others.
● Introduce automated reminders and updates for prospects and customers.

3. For Finance Operations:
● Implement a digital receipt archiving system within Salesforce to capture and store payment records securely.
● Enable real-time posting of payment instalments for immediate updates.
● Develop a customer-facing portal for direct communication, payment submissions, and issue resolution.

4. For Customers:
● Automate notifications for payment milestones, ensuring timely communication.
● Introduce a self-service platform where customers can submit payments, view balances, and upload documents at their convenience.