Capital Smart City is Pakistan's first smart city, a residential and commercial development on the M-2 motorway near Islamabad by Future Developments Holdings. Exerge built the custom call centre solution and the CRM behind sales and marketing for its projects across Pakistan, sold to buyers at home and to overseas Pakistanis in the United States, Canada and the United Kingdom.
The starting point
A development on this scale runs a sales and marketing operation to match, with inbound and outbound calls in four countries. The in-office team of over 400 people relied on legacy Panasonic hardware and SIP trunks for call routing, and managed sales and marketing in Excel sheets.
Call centre teams were spread across three continents with little communication between them. Leads were filtered and handed out on printed sheets that were reconciled every evening, follow-ups were left to each agent, and there was no way to trace a lead back to its first point of contact. That made the KPIs behind sales commissions a nightmare to manage. When Exerge and its sister company, Whinstone, won the project, the call centre cubicles had desk phones and stacks of printed sheets.
What we built
- One 24/7 call centre. A software call centre set up in one office, with all global traffic routed to it, so every lead is handled and processed in one place. It cut call centre payroll in half.
- Telephony without disruption. New hardware for multiple SIP trunks, deployed without disturbing the trunks and desk phones the rest of the office still uses.
- A CRM for the whole sales operation. Leads, follow-ups, KPIs and commissions in one system, with every lead traced back to its source.
- Live reporting. Reports built from the day's data as it happens, replacing the evening reconciliation of printed sheets.
Your sales operation
Still running sales from spreadsheets, printed lists and manual dialling? Exerge builds CRM and call centre software for real estate developers, large and small, around the way their teams sell. Talk to us about your project, or see our services.
