Online property company Zoopla is using Salesforce Media Cloud, Experience Cloud and Pardot to transform its customer experience strategy.
Why it’s important: Zoopla, an ecosystem which helps customers make intelligent home decisions, aims to become the UK’s premier property destination for buyers, renters, agents and landlords.
Introducing an integrated ecosystem of products and software, Zoopla is reimagining the customer and partner experience and engagement across the lifecycle, and driving applicant and valuation leads to their customers’ business.
All of this is reducing the cost to sell properties, serve customers and operate, and increasing revenue through enhanced cross and upsell activities, and lower churn.
With Salesforce, Zoopla is delivering tangible value for its business and customers and unlocking new growth opportunities through an innovative, broad set of products and services. Benefits include:
- Simplifying product and pricing propositions, and aligning its end-to-end commercial processes to deliver a more seamless customer-centric experience.
- Implementing a differentiated service proposition to match influence and spend to customer requirements and reduce Zoopla’s cost to serve.
- Reducing complexity, duplication and handovers between teams to create a more efficient and scalable organisation.
The customer perspective: “Today, every home seeker, owner and landlord expects the information they need to turn aspiration into a transaction. By bringing together Zoopla’s products, software and expertise on one easily accessible platform, we’re giving everyone involved a single source of truth, therefore optimising the experience and driving success for our customers, estate agents and property developers alike,” said Rory Marsden, Commercial Operations Director at Zoopla.
As an agent-focused business, we want to move Zoopla on from being a digital noticeboard and create a fantastic consumer experience. With Salesforce, we’re transforming our business to enable a new world of self service and creating efficiencies across our organisation.
Rory Marsden, Commercial Operations Director at Zoopla
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