How Auxiliadora Predial gained agility and scalability with Bitrix24 automations

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Faced with the challenge of automating processes, making customer service more agile, integrating different areas and accelerating transformation in the post-pandemic period, Auxiliadora Predial sought out Bitrix24 solutions and now has greater agility, process organization, increased customer retention and employee satisfaction!

Br24 CEO Filipe Bento spoke with Product and Process Manager Ana Paula Ferrari and Systems Analyst Lucimara Rios, who are responsible for fostering the implementation of Bitrix24 at Auxiliadora Predial. You can watch the full interview below:



Continue reading this article to learn the full case!

History of Auxiliadora Predial
Auxiliadora Predial is a group of 11 companies focused on the real estate sector and manages condominiums, rentals and property sales. Always seeking innovation and bringing different solutions to the real estate market. It currently has 55 branches, operating in Rio Grande do Sul, São Paulo and Santa Catarina.

With 91 years of existence, Auxiliadora has one of the largest portfolios in the country, with 9,000 properties managed and 850,000 residents in condominiums, in addition to having more than 2,000 employees.

Business challenges and Bitrix24 solutions
The real estate market was greatly affected by the pandemic, it was necessary to reinvent itself, bringing alternatives to the business model and technology to a market that was not so technological.

“We looked for Bitrix24 solutions because we had two major demands: unifying the systems, with a tool with a single contact base and also reducing costs”, points out Systems Analyst, Lucimara Rios.

The migration process to Bitrix24 began in October 2021. However, before that, there had already been a transformation process within the company, with the pandemic years being the most challenging, mainly due to the high adjustment in the IGPM, which is the General Market Price Indicator.

Bitrix24 helped with the automation process, providing agility for a high demand at the time. This was one of the factors that encouraged Auxiliadora to seek to improve its processes. Employees participated from the beginning in everything venezuela telemarketing data that was being done within Bitrix24, which made people identify with it and gain motivation. In addition, customers were also involved in the construction of the stages.



Benefits of Bitrix24 over real estate tools
There are several tools that have emerged for use in the real estate sector. Having a real estate CRM is essential to control the sales process and track all stages of the lead within the company.

“Bitrix24 is very customizable. There is no tool on the market that meets all our needs, and with Bitrix24, we can adapt the tool to our processes. This flexibility makes a big difference.”

In addition to all the flexibility that Bitrix24 provides, there are other reasons to invest in the tool.

Customer diagnosis
Diagnosing customers is essential to understanding what stage of the funnel they are at and, therefore, devising strategies to close sales. At the top of the funnel, this is where they come into contact with your company. At this stage, lead nurturing begins. In the middle of the funnel, customers identify the problem they have and how your business solves it. At the bottom of the funnel, the customer is ready to make a purchase decision.

Knowing the stage the customer is at in the purchasing journey is essential to optimizing real estate management and improving team productivity.

Customer Relationship
A real estate CRM helps to record all interactions with customers and also defines people's profiles to present the best solutions for each person's problems.

The closer relationship increases interest in real estate services, prioritizing the customer experience.

Process automation
Process automation is essential for business. Technology helps improve workflow and optimizes brokers' routines, and also reduces the need to perform repetitive tasks that require employees.

This way, the team has time to focus on customer service and other activities.

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Management by indicators
The company can evaluate important performance indicators and use the information to improve professional performance and company processes.

Increased sales
With the right tool, it is possible to boost sales. With process automation, improved customer service, time savings and productivity, sales also tend to increase, as does the strategic vision of the business.



Results
The migration was completed in two months . Today, 100% of the teams are working within the tool. One of the biggest advances was in relation to customer service, because before the first response to the customer took approximately seven days. Today, the maximum time is two days.

In addition, there was also an increase in customer retention. During the pandemic, there were 400 vacancies per month, today this rate varies between 250 and 270 vacancies. A reduction of more than 32%.

“The after-sales team concentrates its services in Bitrix24, with a complete map of who and how many people need to be served, providing greater autonomy and organization,” says Ana Paula.