White label omnichannel CRM for Grupo ZAG real estate sales

Grupo ZAG sells apartments in installments. Its prospects show up wherever is convenient: a call, an email, an SMS, a WhatsApp or Messenger thread, a site form, or a Facebook or Instagram ad.

When each channel lives in its own inbox, the same prospect enters several times as different people, and the sales team works a funnel that does not describe real demand.

And in this business the lead is only the beginning of the journey.

• Seven front doors: phone, email, SMS, WhatsApp, Messenger, web forms and social lead capture, each with its own tool.
• Invisible duplicates: without contact merging, one person appears as many times as the channels they used.
• The sale does not end there: closing means chaining customer creation, subscription and unit allocation, which lives in another system.

The cost is a sales team managing tools instead of managing opportunities.

We built a white label CRM with custom adaptations for the real estate business, taking all seven channels into one funnel and following the journey through to allocation.

The project also included migrating the business API to current technology, because the CRM had to integrate with the system managing the plans.

Omnichannel intake for the call center

• Calls, email, SMS, WhatsApp and Facebook Messenger logged in the same inbox.
• Facebook and Instagram lead forms, and an API for the site's own forms.
• Automatic prospect distribution among agents, with reassignment when needed.

Contact management

• Creation and editing with personal data, attached documents, interaction history, tags and statuses.
• Merging of duplicate contacts into one, and association between contacts.
• Per user and general calendars, plus spreadsheet import and export.

From lead to allocation

• Sale closing with reporting, integrated electronic payments and contract generation from the contact.
• For the plan business, chaining of customer creation, subscription and allocation against the system that manages them.
• Post sale service: current account, subscription and unit cancellations, and direct messaging across the same channels.

Architecture and technology

• White label CRM with security scheme, user administration and configurable theme.
• Mobile app adaptation and business API migrated to current technology.

Learn more about software development.

Seven channels stopped being seven inboxes and became one funnel with history, status and an owner.

Starting point

• Contact spread across tools, with the same prospect entering several times.
• No traceability between the first contact and the closed sale.
• Undetected duplicates inflating the funnel without adding real demand.

Strategic impact

• Seven entry channels in one funnel, with automatic distribution among agents.
• Duplicates get merged instead of inflating the pipeline.
• The journey runs through to unit allocation, integrated with the plan system.
• The sales team manages opportunities instead of tools.
• Post sale service happens where the contact started.