Transforming Call Centers
2025-05-19 07:06:09

Virtualex iXClouZ: Transforming Call Center Operations for Keihan Real Estate

Virtualex iXClouZ: A Game-Changer for Keihan Real Estate's Call Center



In today's competitive real estate market, customer service is paramount. Keihan Real Estate, a leading player in the Japanese property sector since its establishment in 2000, has taken significant steps to enhance its customer interaction capabilities by adopting the Virtualex iXClouZ CRM cloud service. This article delves into how this innovative solution is optimizing their call center operations, ultimately improving customer satisfaction.

Background of Keihan Real Estate


Keihan Real Estate was born out of a division from the Keihan Electric Railway Company and has since become an influential force in the real estate market, primarily along the Keihan line and in metropolitan areas such as Osaka and Tokyo. The company specializes in a wide range of residential services, including the sale of condominiums and single-family homes, as well as real estate brokerage services, catering to both domestic and international clients. Since 2018, they have also expanded their residential offerings overseas, emphasizing comfort and pride in living conditions.

Challenges Faced by Keihan Real Estate


Before the introduction of Virtualex iXClouZ, Keihan Real Estate utilized a cumbersome mix of proprietary systems and Excel spreadsheets to manage customer interactions. This system often led to inefficiencies and difficulties in handling customer inquiries. Key issues identified included:
  • - Complex Operations: The blending of their unique systems with Excel created operational complexities that hampered productivity.
  • - Need for Effective Research Tools: The existing mechanisms for information gathering during customer interactions were inefficient.
  • - Centralized Inquiry Management: A more streamlined approach was needed to manage and share inquiry histories efficiently.
  • - Reducing Escalation Rates: They sought to decrease the frequency of escalations to ease the burden on personnel.

To address these challenges, Keihan Real Estate turned to Virtualex iXClouZ, a comprehensive cloud-based CRM tailored for call centers.

The Transformative Impact of Virtualex iXClouZ


Since integrating Virtualex iXClouZ, Keihan Real Estate has witnessed drastic improvements in its operational efficiency and customer satisfaction levels. Here are some key outcomes:
  • - Significant Labor and Time Savings: The new system drastically reduced the time and effort required for customer inquiries, aiding in the maintenance of customer satisfaction.
  • - Centralized Data Management: By consolidating customer data and contact histories, the CRM enhanced operational efficiency.
  • - Reduced Escalation Rates: With instant access to past contact histories, the rate of escalated calls has dropped by half.
  • - Rapid Access to Call Records: Operators can now quickly access recorded calls via URLs, facilitating swift responses to complex inquiries.
  • - Enhanced Access to Information: Operators can reference property information directly, significantly reducing research time.
  • - CTI Integration with PBX: The incorporation of CTI capabilities, such as call pop-ups, has improved operational usability.
  • - Streamlined Reporting Processes: The system has simplified the creation and processing of maintenance reports, improving communication with outsourced vendors.
  • - Improved Knowledge Sharing: The ease of sharing knowledge and documents has broadened the scope of information utilization.

These benefits collectively contribute to an enriched experience for customers and a more effective operation for Keihan Real Estate.

About Virtualex iXClouZ


Virtualex iXClouZ is based on the robust multi-channel CRM platform, inspirX. This cloud service aggregates customer information from diverse touchpoints, allowing companies to utilize them effectively. The solution is designed to be affordable and quick to implement, aligning perfectly with its clients' needs. Leveraging Virtualex's extensive experience in call center management, this service is adaptable based on business size, workload, and the integration of external systems.

Conclusion


Keihan Real Estate's experience with Virtualex iXClouZ showcases the transformative potential of cloud-based CRM solutions in the call center space. As businesses evolve, embracing innovative technologies like Virtualex iXClouZ is essential to not only streamline operations but also to enhance overall customer satisfaction. This case serves as a reminder that investing in technology and efficiency is crucial for growth in today’s fast-paced real estate industry.

For more information about Virtualex Consulting and their offerings, visit their official site.


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