Success story
Housell & trueIT Systems
Industry:
Real estate
Location:
Spain
Number of agents:
75
CHANNELS
Housell needed to implement an omnichannel strategy to adopt new channels.
EMAILS
The client needed to be able to see the email queues before they entered the contact center.
CLOUD
They were looking for a cloud solution with a high degree of flexibility to support their growth needs.
INTEGRATIONS
Housell had a CRM that needed to be integrated with the software to be able to record and audit calls.
Housell was born to change the rules of the real estate sector, offering an alternative to traditional agencies and making the sale of houses fast, cheap and transparent. It’s currently the leading proptech in the sector.
Housell needed a solution that would give them access not only to an omnichannel strategy, but also to be able to manage its mail queues, be able to see them before they entered the Contact Center, be able to set priorities, keywords, SLA…
CHALLENGE
Housell needed a solution that would give them access not only to an omnichannel strategy, but also to have the possibility to manage its mail queues, to be able to see them before they entered the Contact Center, to be able to set priorities, keywords, SLA…
At ICR Evolution, as product developers, we can adapt and consider the technical requests of our partners and end customers.
For this reason, Housell chose our software EVOLUTION, as we offered a cloud solution with flexibility to support the growth of your contact center operations.
SOLUTION
At trueIT Systems they developed the Mail Queue module and implemented it in our Contact Center software. With this module you can manage the mail queues before they reach the agents, it allows you to automate processes, but also to make changes manually on the fly. In this way, you make sure that the mails are always treated by the best possible agent and with the correct priority.
In addition, we also integrated EVOLUTION with Housell’s CRM, with the particularity of being able to register, record and audit the activity of calls made by sales representatives from their mobile phones when they are out of the office.
Beyond the robust Contact Center solution that is EVOLUTION, there were several important reasons that strengthened the link with Housell. The most important one was the way of approaching the project and the implication.
IMPACT
Thanks to EVOLUTION they will be able to optimize processes, such as closing appointments via different input channels like Whatsapp, webchat or voice.
From Housell they highlight that the team of our partner trueIT Systems is always willing to address the challenges that were proposed to them, with creative and above all robust and reliable solutions.
Housell is experiencing great growth and our Contact Center software, thanks to its versatility and flexibility, helps them grow in an easy and controlled way. Thanks to our after-sales service, they felt accompanied at all times and that really made a difference.
Housell is constantly growing, so having a tool that continues to grow with us thanks to features such as Whatsapp channel, making PCI-compliant payments... was very important to ensure a long-term project.