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Student accommodation provider achieves record sales within 2 weeks of digital transformation

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CLIENT Leading Student Accommodation Provider

INDUSTRY Property Management / Student Housing

BUSINESS SIZE Large Enterprise (High-Volume Seasonal Intake)

SOLUTIONS Rapid Salesforce & Lead Automation Deployment

 

The Client

An Australian student accommodation provider

that builds and maintains student living and learning environments.
The Challenge

The client was grappling with a series of operational hurdles

that were impacting their ability to deliver top-tier service and maintain their competitive edge.
The primary challenges included:
  • Manual lead creation process that was time-consuming and prone to errors
  • Disorganised storage of enquiries, making it difficult to track and respond to potential customers effectively
  • Frequent loss of conversation data when switching between communication platforms, leading to disjointed customer interactions
  • Long customer search times, frustrating both staff and potential residents
  • Manual tracking of tour attendance, which was labour-intensive and often inaccurate
  • Duplicate student data across systems, causing confusion and inefficiencies in customer management.

These issues collectively resulted in reduced operational efficiency, diminished customer satisfaction and hindered the company's ability to capitalise on growth opportunities in the competitive student accommodation market.
The Solution

Innovior recognised the complexity of these challenges

and developed a comprehensive, solution to address them. 

01

Re-platforming the sales process

Innovior completely overhauled the client’s sales process, creating a seamless journey from lead creation to booking confirmation. This involved integrating various touchpoints and systems to ensure a smooth flow of information and actions.

02

Lead management consolidation

Multiple lead creation formats and channels were consolidated into a single, consistent lead record system. This unification eliminated data silos and provided a holistic view of each potential customer.

03

Streamlined sales representative platform

A new, intuitive platform was implemented, allowing sales representatives to efficiently manage all aspects of student engagements. This included communications, interaction tracking and lead progression, all accessible from a single interface.

04

Marketing automation implementation

Leveraging the power of Salesforce Marketing Cloud, Innovior deployed four sophisticated marketing automation journeys. These were designed to enhance student engagement throughout the sales funnel and improve conversion rates.
The Innovior Approach

As a digital transformation consulting organisation

Innovior supported the end-to-end implementation of the solution:

Thorough discovery phase to understand the client’s unique needs and challenges

Detailed architecture and solution design to ensure optimal performance

Custom Salesforce-based solution implementation as a recognised Salesforce partner

MuleSoft-based integrations to connect various systems seamlessly

Comprehensive change management and training to ensure smooth adoption

Release management to minimise disruption

Careful production cutover and dedicated HyperCare support post-launch.

 

To deliver this solution, Innovior utilised a robust tech stack, including:

  • Salesforce - Sales Cloud  |  Service Cloud  |  Marketing Cloud  |  Field Service  |  Experience Cloud

  • MuleSoft - Digital Engagement

  • Tableau

  • Additional Technologies - docusign  |  3CX Phone Integration
The results

Improved sales performance:

the client achieved their record high week for sales bookings just two weeks after deploying the solution, demonstrating an immediate impact on operational performance.

Streamlined sales process:

the re-platformed sales process from lead creation to booking creation simplified and consolidated multiple workflows, providing sales representatives with a unified platform to manage student engagements and communications effectively.

Enhanced customer experience:

by leveraging Salesforce automation capabilities, the client has enhanced student engagement and conversion, improving customer satisfaction and loyalty.

Increased operational efficiency:

the optimised leasing process resulted in a more productive leasing team and increased throughput of new bookings.

Improved data management:

consolidation of lead creation formats and channels into a single platform provided a consistent approach to managing student engagements and interactions, addressing the previous issues of disorganized enquiry storage and duplicate student data.

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