Shaping digital strategy through Scoop intelligence
Unpacking problems in the CRE customer journey
A leading US commercial real-estate company suspected something was off in their customer journey, but couldn't pinpoint the internal gaps or the external issues affecting the customer experience.
Deep-dive Scoops interviews
We stepped in to get to the bottom of it, through deep-dive Scoop interviews with brokers, executives, and existing customers. Our mission? To uncover the pain points derailing their experience, figure out the hacks they were using as workarounds, and spot untapped opportunities to drive improvements.
Turning Scoops into journey maps
Using Scoops intelligence, stakeholder interviews, and internal surveys, we mapped the current customer journey and service blueprints, spotting major friction points. From there, we created an ideal state map with key hypotheses and prioritised recommendations for process, content, and technology enhancements.
Experience and efficiency gains
We uncovered clear opportunities to not just fix the customer experience, but also deliver huge operational wins along the way. Think shorter buying cycles, higher deal closure rates, and better retention rates. Now these insights are shaping the future of their digital strategy, informing changes across websites, apps, portals, marketing automation, and internal systems.
Stop guessing. Start converting.
Let's see what your key accounts really think about you.