“Our business is providing new value, thanks to the strategic partnership with Bluewolf.”Chris Modica, Technology Director
Domain Group serves real estate agents and property sellers and buyers with property marketing solutions, including residential and commercial listings portals, a listings management system, and a property data business.
In order to provide customer support and self-service capabilities across its CRM and property data offerings for its business customers–60,000+ real estate agents–Domain needed to replace its homegrown B2B case management application.
The Domain Group's real estate portal is Australia's 2nd largest real estate marketing business.
With the help of Bluewolf, Domain Group transitioned to Salesforce Service Cloud. To further improve its business customers’ experience, Domain also wanted to implement a self-service portal on Salesforce Community Cloud, so agents could easily log and view support cases and knowledge articles.
Using the Service Cloud template for Communities, the community portal was configured for case and knowledge management, so agents could self-serve instead of having to email or phone Domain Group’s customer support team.
Domain Group now offers business customers service support on the channel of their choice. With a federated single sign-on, real estate agents can access their Pricefinder and MyDesktop information from anywhere on Domain’s website.
Onboarding is easier and real estate agents can quickly find answers to their questions. Domain Group has a unified view of its agents across its two B2B tools to deliver a seamless customer support experience.
Domain's business customers now have a single view of all of their employees' inquiries with insight into how their employees use Domain products, where education is needed, and can onboard new offices onto Domain software quickly and easily.