Case Study
Top national homebuilder gains visibility into lead management success
The Astadia client is one of the nation’s leading home building companies and has delivered more than 500,000 homes to families across the country. It ranks among the top builders on FORTUNE magazine's list of "America's Most Admired Companies" for nine straight years and is a leader in quality and customer satisfaction. This client asked Astadia to build a cloud-based sales and support center using Eloqua.
Challenges
- Needed consistent handling of leads nationwide
- Half of inbound emails and web inquiries were not receiving responses
- Lacked experience in selecting call center technology components and hiring staff with appropriate skills.
- Needed to reconfigure and modify salesforce.com to handle new processes
Solution
- Astadia documented needs and guided technology selection
- Designed and documented business processes from call to on-site sale
- Developed hiring profile, assisted in recruitment of staff
- Optimized Eloqua to support lead generation, nurturing and scoring
- Implemented salesforce.com technology to support inbound lead qualifying and management
- Built analytics to support individual and management requirements
Results
- The client was able to hire, train and implement centralized lead management team in less than 60 days
- Gained visibility into up-stream and downstream lead management success
- Decreased lead abandonment rates and provided best in class service
- Enhanced marketing automation
- Improved communications and nurturing of prospects
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