BPTP Limited, one of the fastest growing real estate companies in India, develops a wide-range of projects including integrated townships, residential & commercial complexes, retail spaces, IT parks and SEZs. An Email Integration Solution for Oracle Cloud CRM was deployed to efficiently boost its customer experience.
BPTP is committed to achieving excellence in architecture, design, aesthetics and infrastructure, the company has redefined the concept of viable realty with its mega township Parklands. With setting new benchmarks in luxury housing with various projects they wanted to reach new heights in providing customer experience Every employee is empowered and expected to make the right decisions with a sense of urgency, decisiveness and accuracy.
One of the major challenges in the CRM process improvements was to integrate the service request and responses to the customer’s contact details within the Cloud CRM and improve the service provided to customers.
On a successful migration from Microsoft® Dynamics to Oracle® CRM On Demand, BPTP Limited, narrowed down to CRM Email Integration as a comprehensive solution to manage, capture, collate, respond and distribute important customer email activity all within the Cloud CRM. Every update, development and opportunity received via the email channel is immediately shared with appropriate team members, without having to remember to copy or forward.
CRM Email Integration leverages the extensibility of Oracle® CRM On Demand to provide a complete solution for delivering world-class customer service. This helped the BPTP team to link the prospect and customer emails with the CRM data for a 360° view of the customer interaction.
The integration eliminated the need to switch between the CRM and the existing email platform and maintain independent systems, thereby enabling productivity and strengthening the customer experience management.
- Link prospect and customers emails within the CRM data for integrated view of customer interactions
- Organize all customer information and emails within the contact information
- Avoid switching between email and CRM modules to improve service requests resolution time
- Seamless automation of service requests and one-stop email communication