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Strata Homes

Client: Strata Homes
Year: 2015
Solution:

Strata Homes Takes Customer Service to the Next Level

ABOUT THE CLIENT

Since 1983, Strata Homes has been a prominent home builder in the UK, constructing 16 developments across the Midlands and Yorkshire. Along with their passion for design, which is reflected in their state-of-the-art homes, the company prides itself on its outstanding customer service, stating on their website that 95.7 percent of their customers would recommend Strata to others.

In order to keep meeting and exceeding customers’ expectations, Strata called on our Salesforce consultants to implement Service Cloud. This invaluable solution not only enabled them to expand the company at an extremely rapid pace, but also allowed them to do so with great – and automated – ease!

Strata Homes

THE PROJECT

Atlantic Technologies’ Salesforce consultants were responsible for overseeing Strata’s digital transformation in 2015, and worked tirelessly to implement and customise a system that would take the company’s customer service to new heights. One of the project’s highlights was enabling clients to sign forms directly on the smartphones of Strata’s maintenance engineers, which not only minimised paperwork and expedited this important process, but also increased the productivity of the back office.

The second stage of our project began in 2016, during which our Salesforce consultants implemented Marketing Cloud, placing a special emphasis on Pardot’s B2B email marketing tool. This development enabled Strata to view and organise enquiries received from platforms such as Zoopla and Rightmove, as well as facilitating the process of emailing customers before, during, and after buying their dream home. We also set up Getfeedback, an online survey platform, which was integrated with Salesforce so that survey requests are sent to clients automatically. The data from each survey is imported directly into Salesforce Chatter, where Strata’s customer service team is able to view customer feedback and trends within a few simple clicks.

THE OUTCOME

  • Set up and connected 60 Salesforce users
  • Set up and oversaw customer journeys, customising them according to Strata’s requirements
  • Automated emails and survey requests at key stages throughout the buyers’ journeys
  • Organised data from surveys, enquiries, and complaints, creating an effective notification system for employees
  • Used Salesforce reporting for facilitating the process of compiling and sending property completion statements to clients’ solicitors