Delivering 95% CSAT Through Digital Pre-Sales Transformation for a Leading Indian Real Estate Developer
Overview: The client is a leading Indian real estate developer with over three decades of experience in delivering high-quality residential and commercial projects across major metropolitan markets. Known for strong governance, transparent execution, and a diversified housing portfolio spanning affordable to premium segments, the organization partnered with Digitide to strengthen digital lead conversion performance and improve sales efficiency through a technology-enabled engagement model.
Objective: To establish a structured, technology-enabled pre-sales and lead management framework that improves digital conversions, accelerates customer engagement, and delivers consistent customer experience outcomes.
Business Challenges
The existing operating environment presented multiple structural and service-level challenges:
Low Digital Conversion Rates: Underperformance in converting web and digital enquiries into site visits and bookings.
Limited Customer Reachability: Delayed customer engagement due to unanswered calls.
Lost Customer Recovery Gaps: Lack of structured mechanisms to re-engage dropped prospects.
Process Inefficiencies: Gaps in lead qualification and engagement workflows impacted outcomes.
Customer Experience Risks: Inconsistent service quality affecting satisfaction levels.
The Solution
We implemented a centralized, technology-enabled pre-sales and lead management framework to standardize inbound and outbound customer engagement across digital channels. We integrated the client’s CRM and Salesforce platforms with Ozonetel dialer systems to streamline lead handling and improve outreach efficiency. Automated SMS and WhatsApp-based communication flows were deployed to enable faster follow-ups and improve customer reachability. Structured lead qualification workflows were introduced to ensure consistent engagement quality, reduce process inefficiencies, and accelerate conversion cycles. This integrated operating model helped improve digital lead management, strengthen customer engagement, and deliver a more consistent pre-sales experience.
Value Delivered
The digital pre-sales transformation strengthened lead conversion performance by enabling faster outreach, improving contactability through automated engagement channels like Whatsapp, and establishing structured qualification and follow-up workflows that led to enhanced operational efficiency.
95%
CSAT Achieved (vs. Target of 80%)
24%
Conversion Achieved
20%
Improvement in Digital Lead Conversion Rates
3–4
Lost Customers Recovered Weekly