PeopleSoft today announced that Long & Foster, the largest privately owned real estate brokerage in the United States, is live on PeopleSoft Enterprise Customer Relationship Management (CRM).
As a result of the implementation, the company reduced support costs while significantly improving support response times. Long & Foster’s more than 13,000 real estate agents, located in 220 offices across the United States, now have a single point of contact for rapid resolution of support issues.
“PeopleSoft has transformed our support process,” said Mayur Raichura, Long & Foster director of eCommerce and Application Development. “Our agents — who we view as customers — no longer have to deal with the delays and frustration that often accompany the resolution of technical issues. They love the speed of service they receive because it means they don’t have to take time away from their clients.”
Long & Foster engaged PeopleSoft Global Services to implement PeopleSoft Enterprise CRM Integrated FieldService, Support, and Support for Customer Self Service. Business benefits resulting from the implementation include:
— A first-call resolution rate of 93.7 percent — an improvement of more than 200 percent.
— 40 percent reduction in average number of field service technician deployments.
— 80 percent reduction in hold time for service calls.
— 20 percent of field service staff able to be redeployed.
Long & Foster’s goal for its CRM implementation was to increase the satisfaction and productivity of its dispersed agent base by accelerating the resolution of their service requests. Today when a Long & Foster agent contacts the company’s call center, support staff can access a company knowledge base for fast answers to simple questions. For more complicated problems, call center employees can escalate the request to field service staff. With the quick resolution of their issues, the agents are able to better manage their client relationships and drive sales.
“Customers in every industry are demanding higher levels of customer service,” said George Ahn, group vice president and general manager of PeopleSoft CRM. “Whether your customers are internal or external, significant value can be derived through increased agent productivity, greater responsiveness, and, ultimately, reduced support costs. Long & Foster is realizing all of these benefits as a result of its implementation of PeopleSoft Enterprise CRM.”
Long & Foster is expanding its PeopleSoft Enterprise CRM implementation to its insurance sales and mortgage businesses. The company recently finished the first implementation phase of PeopleSoft CRM for Insurance and will complete the project this summer. After the final implementation phase, Long & Foster’s CRM knowledge base will be fully integrated with its insurance business, enabling the company’s call center agents to provide fast and accurate quotes to customers upon entering their data into a central system.
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