Whilst being extremely competitive, the property market has also become increasingly digitised, with many customers turning to digital first, to carry out their search for the right property. In fact, the “Real Estate in a Digital Age Report” states that “99% of millennials search online for property purchases” and over 50% find their houses on mobile devices.
For this reason, the organisation was seeking a digital transformation that enhanced its customer experience, captured its target audience and met its customers’ needs. Dhalia reached out to ICON to find a digital solution and attend to its two critical business needs:
Ensure consistency across internal processes
Over the years, Dhalia’s digital ecosystem had grown into disparate systems and inconsistent processes due to its vast portfolio of customers, consultants and properties. This led to fragmented data which impacted the company’s efficiency levels and presented several commercial risks. Dhalia wanted to improve and ensure consistency across its internal systems to guarantee first class customer data collection and seamless lead management processes.
Create a seamless user experience and generate quality leads
Dhalia was aware that a one-size-fits-all approach would not help them to target their desired audience and generate leads. The company therefore wanted to achieve a state-of-the art digital presence which eliminated pain points and pre-empted their future needs. Two specific goals which Dhalia wanted to address in this project were:
- an improved online user-experience to ensure prospect buyers could easily browse properties from the comfort of both mobile or desktop devices.
- a more effective method to drive quality leads through the website, and reduce the dependency on advertising and related costs.
Dhalia is made up of professionals who have built a reputation based on trust. Therefore, a very important factor that affected our decision to work with ICON was its consultative approach and their ability to listen to our ideas, concerns and objectives.
My advice to everyone undertaking a digital transformation project, would be to find a supplier who listens, rather than pushes for unnecessary solutions.