Workflow Automation: A Real Estate Success Story
Customer expectations are evolving. Contact Centers must stay nimble, responsive, and efficient. A comprehensive property resource system used by Real Estate agents nationwide, faced this challenge head-on. With a Contact Center employing over 40 agents, this client needed a solution to streamline interactions, reduce Average Handle Time (AHT), and improve agent efficiency without adding additional staff. They turned to Workflow Automation solutions, marking the start of a remarkable digital transformation.
The Challenge
For this comprehensive property resource system, managing property inquiries and technical assistance across multiple systems presented significant hurdles. Previous setups required agents to navigate various platforms, leading to inefficiencies and error-prone processes. Not only did this increase the average handle time, but it also complicated training and consistency in customer responses. They needed a unified solution that could seamlessly integrate existing systems and provide an intuitive, guided experience for agents.
The Solution
By implementing a flexible Workflow Automation solution, this client was able to consolidate its tools into a single, unified interface. This connected platform provided a seamless experience for agents, enabling them to access all necessary information without switching between systems. From intuitive prompts that streamline data collection to automated processes that support multi-tiered customer interactions, this new system completely reshaped operational landscapes.
Incredibly, the implementation took less than 60 days—a quick turnaround for such a transformation. This client saw immediate benefits, including a staggering 50% reduction in AHT. The streamlined workflows and easy-to-follow guides also simplified training, enabling new agents to become proficient in record time.
Key Outcomes
The impact of automated workflows on this comprehensive property resource system’s Contact Center has been transformative. Here are some of the most impressive results:
- Reduced Average Handle Time by 50%: Automated processes and intuitive interfaces cut down on call durations, allowing agents to assist more customers in less time.
- Enhanced Training Efficiency: The new system’s guided workflows made training faster and more effective, easing the onboarding of new agents and helping them to become confident in handling calls.
- Improved Documentation and Data Reliability: By capturing and syncing information across systems automatically, agents can document interactions accurately and effortlessly.
For any Contact Center, implementing Workflow Automation can be a game-changer. It doesn’t just reduce handle times; it elevates the customer experience by enabling agents to focus on resolving issues rather than navigating complex systems. In today’s fast-paced service environment, workflow automation provides Contact Centers with the agility they need to respond to evolving customer expectations.
Ready to Transform Your Contact Center?
Imagine empowering your Contact Center with the tools to deliver faster, more efficient service without the strain of juggling multiple systems. Workflow automation can revolutionize your operations, just as it did for this comprehensive property resource system (see the full case study here.) At MYRIAD, we specialize in guiding companies through this journey, helping them leverage the power of automation to achieve incredible efficiency gains and customer satisfaction.
Connect with MYRIAD today to discover how workflow automation solutions can elevate your Contact Center’s performance and transform customer interactions. Reach out to learn more about how we can tailor these solutions to your unique needs.
