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Streamlining Real Estate Call Operations Through Unified Communications
Sotheby’s Realty leveraged the RADIUS platform to unify its communication system. This transformation improved agent efficiency, enhanced client interactions, and reinforced the company’s reputation for delivering exceptional customer service in real estate.
Streamlined Operations Reduced effort and improved efficiency.
Faster Responses Agents connected with clients quicker.
40% Fewer Missed Calls Resulted in customer satisfaction
About Customer
Customer : Sotheby's Realty
Customer : Real Estate
Contact Center : 05+
Location : Dubai
Challenges
Multiple DIDs & manual campaigns
Complex queue management
Poor campaign tracking
Disconnected IB/OB operations
No abandon call visibility
Complex queue management
Poor campaign tracking
Disconnected IB/OB operations
No abandon call visibility
Key Features
Inbound & Outbound Calling
Customer 360 View
Abandon Call Widget
Reports & Insights
Queue Management
Customer 360 View
Abandon Call Widget
Reports & Insights
Queue Management
Sotheby’s Realty, a prestigious real estate company known for its luxury property listings, required seamless communication between agents and high-net-worth clients. It faced challenges in managing its marketing campaigns and communication processes. Historically, the company operated multiple independent campaigns, each tied to a distinct Direct Inward Dialing (DID) number. This fragmented approach created inefficiencies in campaigns. This case study examines how the implementation of RADIUS resulted in a more efficient and cohesive communication system.
The Oppurtunity
Prior to the transformation, Sotheby’s Realty operated with a decentralized communication approach that created substantial operational hurdles. With campaigns were siloed with separate Direct Inward Dialing (DID) numbers, creating confusion and inefficiency. Agents, assigned to specific campaigns with distinct queues, struggled to identify the source of incoming calls which impacted their ability to provide personalized client service. Furthermore, abandoned calls went unmonitored, leading to lost opportunities. The lack of integrated reporting capabilities further hindered the company’s ability to evaluate business performance and make data-driven decisions. This ambiguity disrupted agent efficiency, diluted client engagement, and impaired performance insights.
The Strategy
The transformation began with a comprehensive analysis of existing pain points. The technical team then implemented RADIUS, configuring it to support a unified campaign structure while maintaining distinct queues for different projects. This integration allowed for streamlined queue management and simplified campaign assignments. The deployment of Inello as the agent console provided a unified interface for both inbound and outbound calling, giving agents clear visibility into campaign sources and enhancing their ability to handle customer inquiries effectively. A dedicated abandon call widget was introduced to monitor and manage unaddressed calls, with a feature to forward such calls to agents’ personal numbers for immediate follow-up.
The Outcome
The RADIUS implementation brought transformative results. Agents could identify the call origins which helped them respond faster and connect better with clients. The abandon call widget and call forwarding reduced unaddressed inquiries by 40%, saving more leads and keeping clients happy. The streamlined process cut down on wasted effort, and the reporting tools made it easier to see what was working and make smarter decisions. Overall, the changes helped the company keep more clients, close more deals, and build stronger relationships.
Sotheby’s Realty’s successful implementation of RADIUS showcases how unified communications can transform luxury real estate operations. This transformation not only resolved operational challenges but also positioned the company as a technology-forward leader in real estate communications.
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