Building an Omni-Channel Sales and Support System for New Road Home Solutions
New Road Home Solutions is a real estate solutions and investment firm, helping homeowners sell their properties quickly and efficiently in and around New Jersey. NRHS works directly with homeowners to help them sell their houses fast, and customer relationship management is one of the most important processes within their organization. Customers are able to connect to NRHS through multiple channels, and the sales team needs to be able to secure leads coming in both online and through the web.
Ibexlabs could create an all-in-one customer and sales channel to better support NRHS' operations. To acquire a full suite of Amazon Connect applications, NRHS asked Ibexlabs to provide them with a new AWS cloud solution. Ibexlabs was able to implement a new cloud center accordingly, with AWS Connect and AWS Lambda.
AWS Connect, AWS Kinesis, AWS Lambda
Through the new center developed by Ibexlabs, NRHS is able to quickly analyze ongoing customer sentiment and get superior reports based on queues, agents, and routing profiles. The company's contact center was empowered with a full suite of supporting AWS applications, translating directly to better business outcomes. The company is now in charge of its customer data, and able to use its customer and lead information to improve support and sales strategies. As for the transition, Ibexlabs was able to provide support for the integration of the custom CRM application with the new cloud contact center. NRHS was able to easily transition to a CRM solution that had been customized to them, without any significant disruption. And with new, online chat functionality and the omnichannel approach, NRHS could ensure that its sales team never missed a lead.
"Ibexlabs has been a great partner to work with. They deployed a AWS Connect contact center for us quickly and efficiently while handling requests for custom functionality with ease. Their communication was clear and consistent, all deadlines were met, and the final product is exactly what we asked for. I would happily recommend them and work with them again."