Product Evaluation for America's Leading Real Estate Services Firm's Contact Center Transformation

Client

The client is a publicly-owned American real-estate and relocation services company, which owns and franchises several real-estate brands and brokerages, and offers relocation, lead generation, title, and settlement services.

Challenges

• The client was looking for a product that is best suited to form a base for the large-scale transformation of their contact center
• The client's existing technology landscape was limited in its flexibility to support changes in business operations in the post-COVID world
• The client sought help in identifying the right product that will address the challenges of today and make the organization future-ready in a structured fashion

LTM Solution

• LTM proposed an eight-week pure-play consulting to help the client evaluate the product under consideration
• We developed a custom framework, best suited for the client's organizational setup to evaluate the product for its suitability as per the client's requirement
• The exercise involved interviewing six different stakeholder personas (Agents, Supervisors, Managers, etc.)
• 150+ high level requirements were collated and prioritized across 15 functional areas within a span of few weeks
• 10+ workshops were conducted in conjunction with the product vendor to help business users evaluate the product against their requirements
• Over 1000 qualitative and quantitative feedback were collated and processed to conclude the final evaluation

Business Benefits

• Broader consensus within the larger organization was achieved around the larger direction and requirements for the proposed large-scale transformation.
• 150+ high-level requirements in the form of user stories were documented. These will be used to jumpstart the implementation phase of the transformation.
• All key highlights of the product (fitment as well as gaps) became clear to stakeholders, thus helping them in making the right decision for the organization.