A major real estate developer with more than 12 second-home projects was looking for ways to improve their sales performance and lead-burn without hiring additional staff or restructuring the department.

After shadowing & conducting interviews with the sales agents & management it was clear that a leading factor in the problem was having too many payment plans and variables affecting them. The complexity of payment options and finding suitable units increased the interactions’ time which translated into inconvenience for potential clients, reduced interest and reflected negatively on agents’ competence and the company’s image. Alongside the challenge and dissatisfaction caused by duplicate reservations for the same units due to the lack of a governance process.