Grupo Centenario: Innovación Inmobiliaria Centrada en el Cliente | Salesforce
Grupo Centenario: Transforming Customer Experience
Overview of Grupo Centenario
- Grupo Centenario is a Peruvian real estate company with over 95 years in the market, focused on creating inspiring spaces that transform lives.
- The company's digital transformation plan emphasizes the importance of customer experience as a core element.
Challenges in Customer Engagement
- A key challenge for Grupo Centenario was to find an ally that could positively impact customer interactions throughout their journey across various areas.
- They identified the need for a comprehensive, end-to-end solution and aimed to diversify their communication channels while building reliable data for better decision-making.
Implementation of Customer Experience Program
- The implementation of the CX program began with sales and service modules, later incorporating marketing cloud and digital engagement solutions.
- These four solutions collectively cover the entire customer journey from start to finish.
Marketing Cloud Innovations
- In Marketing Cloud, automation of customer journeys has been established, allowing tailored communication through various channels such as messaging, emails, push notifications via an integrated app with Salesforce.
- A new WhatsApp channel was launched last year to enhance direct communication with customers.
Sales Cloud Enhancements
- Efforts in Sales Cloud have led to a 13% reduction in lead time management.
- The referral program is now fully managed within Salesforce, enabling customers to act as a sales force themselves.
Post-Sale Improvements
- In post-sale services, there has been a 25% improvement in case handling speed and nearly 46% enhancement in customer perception during consultations or contacts with the post-sale team.
Digital Engagement Benefits
- Digital Engagement facilitated the integration of WhatsApp into their system, providing significant benefits like complete traceability of customer interactions within one view (360-degree perspective).
- Real-time visibility allows sales teams to see how communications are received through this channel while ensuring a seamless experience for customers.