{"id":8051,"date":"2018-02-15T10:01:23","date_gmt":"2018-02-15T10:01:23","guid":{"rendered":"https:\/\/www.businessanalyze.com\/?p=8051\/"},"modified":"2018-02-16T07:21:20","modified_gmt":"2018-02-16T07:21:20","slug":"block-watne-takes-crm-digitalization-and-business-analytics-to-new-heights","status":"publish","type":"post","link":"https:\/\/www.businessanalyze.com\/en\/block-watne-takes-crm-digitalization-and-business-analytics-to-new-heights\/","title":{"rendered":"Block Watne takes CRM, digitalization and business analytics to new heights"},"content":{"rendered":"<p>\u201cThe way people find, view, evaluate and purchase homes has changed because of digitalization, apps and mobile services,\u201d says Bj\u00f8rnar Tretterud, Sales and Marketing Director at Block Watne, one of Norway\u2019s leading developers of residential properties.<\/p>\n<p>\u201cCustomers expect more of us and we must be certain we can deliver to the highest standards. We are continually adapting and refining the way we do things. Buying a new home is a big event in life. We want it to be a fantastic experience.\u201d<\/p>\n<div id=\"attachment_8022\" style=\"width: 1510px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/CRM-and-customer-journey-map.jpg\"><img decoding=\"async\" aria-describedby=\"caption-attachment-8022\" class=\"wp-image-8022 size-featured_large\" src=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/CRM-and-customer-journey-map-1500x630.jpg\" alt=\"\" width=\"1500\" height=\"630\" \/><\/a><p id=\"caption-attachment-8022\" class=\"wp-caption-text\">Processes and technologies are continuously refined to support the customer journey.<\/p><\/div>\n<h3>Technologies and workflows that create value<\/h3>\n<p>During the past 3 years, Block Watne sales and marketing has put additional focus on technologies and workflows that create value for customers, contractors, suppliers and their business.<\/p>\n<p>The CRM (Customer Relationship Management) system is the central business system for capturing every detail about customers, properties and projects. Without a well-functioning CRM, it isn\u2019t possible to manage the large and intricate process of selling and building more than 1000 new homes each year.<\/p>\n<p>But it isn\u2019t only the CRM system that is important. The data within the system feeds an entire ecosystem of related processes and workflows.<\/p>\n<p>One of these is business analytics. Using business analytics software, Block Watne pulls data from the CRM system, calculates key performance figures, and presents information on digital dashboards so employees have it as needed.<\/p>\n<h3>Key outcomes include:<\/h3>\n<ul>\n<li><strong>Automated sales reporting<\/strong> saving 20 &#8211; 30 hours per week among sales directors<\/li>\n<li><strong>Improved sales forecasting<\/strong> accuracy to within 98% every month<\/li>\n<li><strong>Business analytics<\/strong> for customer service\u00a0 \u2013 average claim handling time reduced from approx. 120 to 50 days<\/li>\n<li><strong>Digital dashboards<\/strong> with continuously updated sales figures and stats<\/li>\n<\/ul>\n<div id=\"attachment_8026\" style=\"width: 855px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/Sales_status_dashboard.png\"><img decoding=\"async\" aria-describedby=\"caption-attachment-8026\" class=\"wp-image-8026 size-entry_with_sidebar\" src=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/Sales_status_dashboard-845x321.png\" alt=\"\" width=\"845\" height=\"321\" \/><\/a><p id=\"caption-attachment-8026\" class=\"wp-caption-text\">Company goals and performance updates are shared from business analytics software to various digital channels.<\/p><\/div>\n<h3>Rock solid control of sales and forecast to 98% accuracy<\/h3>\n<p>More than 230 people in production, sales and marketing uses CRM, analytics and dashboards to carry out tasks and make decisions.<\/p>\n<p>Marketing sees when properties are coming for sale so they can time advertising campaigns.<\/p>\n<p>Sales sees current and past sales by region, property type, location, price or any other dimension of interest. Are we ahead or behind budget? Directors look at pre-packaged reports during their weekly meetings or during meetings with the board of directors.<\/p>\n<p>\u201cThis is a substantial change compared to how things were done before dashboards,\u201d says Tretterud. \u201cRegional sales directors used to email their pipeline each week. They dialed in by telephone before the weekly meeting. It was a stress to reach the deadline. Now sales status is updated continuously from the CRM to sales dashboards.<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2017\/03\/quotemark.png\"><img decoding=\"async\" class=\"alignleft wp-image-4658 size-full\" src=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2017\/03\/quotemark.png\" alt=\"\" width=\"67\" height=\"59\" \/><\/a><\/p>\n<p>On average we save around 20-30 hours each week. Regional directors don\u2019t have to call in anymore. There\u2019s less stress and meetings are more focused. Since we started with business analytics the sales forecast is accurate to 98%.<\/p>\n<p>&nbsp;<\/p>\n<p>He admits he is a stickler for structure. Everything sale and detail must be registered.<\/p>\n<p>&#8220;Dashboards are the first thing I check in the morning. \u00a0I have full view of units that are coming for sale, which one\u2019s are listed and when they are sold.&#8221;<\/p>\n<h3>60% faster claim handling time in customer service center<\/h3>\n<p>Block Watne\u2019s claim handling time is reduced from approximately 120 to 50 days (58%). The improvement came after the company set clear goals for the customer service center and followed-up handling time on dashboards.<\/p>\n<p>Every customer request that comes in by email is recorded and followed up using SuperOffice customer service system. Then, Business Analyze analytics tool presents insights based on customer service data. Which products or places are their issues? Why? With greater insight, managers improve quality and better manage agreements with suppliers or contractors.<\/p>\n<h3>Keep an eye on every step of the process<\/h3>\n<p>More than 500 data fields keep track each client\u2019s route to a new home, from the time a property is listed through to completion day. If data about a property or sale is missing or wrongly recorded, Block Watne may experience unnecessary delays or errors.<\/p>\n<p>To avoid this problem, an analytics dashboard monitors data quality. \u00a0Are the right bits of data in the CRM or is there a problem?\u00a0 If everything is correct, there is a green light. If not, a red light links to more details and trouble-shooting.<\/p>\n<h3>New developments\u00a0every month<\/h3>\n<p>\u201cThere is much more we want to do, but we have to prioritize,\u201d says Tretterud. \u201cRight now we are looking at how data can better help customers see the alternatives and opportunities in their new home, from flooring choices to walls and basement to roof.<\/p>\n<p>\u201cWe know that waiting for a home to be completed is both exciting and at times nerve-wracking. By using marketing automation tools more effectively, we can keep customers better informed underway.\u201d<\/p>\n<p>\u201cWe are designing and programming new features every month in four large digital development projects and \u2013 all the new data we collect will be processes and KPIs (key performance indicators) will be presented via SuperOffice to Business Analyze.<\/p>\n<h3>Who\u2019s involved?<\/h3>\n<ul>\n<li>CRM Implementation and Consulting by <a href=\"https:\/\/www.crminsight.no\/\">CRM Insight<\/a><\/li>\n<li>CRM system by <a href=\"https:\/\/www.superoffice.no\/\">SuperOffice<\/a><\/li>\n<li>Business analytics and dashboards by <a href=\"https:\/\/www.businessanalyze.com\">Business Analyze<\/a><\/li>\n<li>Email automation by <a href=\"http:\/\/www.emarketeer.com\">Emarketeer<\/a><\/li>\n<\/ul>\n<div id=\"attachment_8028\" style=\"width: 310px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig.png\"><img decoding=\"async\" aria-describedby=\"caption-attachment-8028\" class=\"size-medium wp-image-8028\" src=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig-300x167.png\" alt=\"\" width=\"300\" height=\"167\" srcset=\"https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig-300x167.png 300w, https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig-768x429.png 768w, https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig-1030x575.png 1030w, https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig-1500x837.png 1500w, https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig-705x394.png 705w, https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig-450x251.png 450w, https:\/\/www.businessanalyze.com\/wp-content\/uploads\/2018\/02\/BlockWatne_FinnBolig.png 1906w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/a><p id=\"caption-attachment-8028\" class=\"wp-caption-text\">Above: Listings of Block Watne homes for sale on www<a href=\"https:\/\/www.blockwatne.no\">.blockwatne.no<\/a><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u201cThe way people find, view, evaluate and purchase homes has changed because of digitalization, apps and mobile services,\u201d says Bj\u00f8rnar Tretterud, Sales and Marketing Director at Block Watne, one of Norway\u2019s leading developers of residential properties. \u201cCustomers expect more of us and we must be certain we can deliver to the highest standards. We are [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":8050,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[97,80],"tags":[],"class_list":["post-8051","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","category-news-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Block Watne takes CRM, digitalization and business analytics to new heights - Business Analyze<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.businessanalyze.com\/en\/block-watne-takes-crm-digitalization-and-business-analytics-to-new-heights\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Block Watne takes CRM, digitalization and business analytics to new heights - Business Analyze\" \/>\n<meta property=\"og:description\" content=\"\u201cThe way people find, view, evaluate and purchase homes has changed because of digitalization, apps and mobile services,\u201d says Bj\u00f8rnar Tretterud, Sales and Marketing Director at Block Watne, one of Norway\u2019s leading developers of residential properties. \u201cCustomers expect more of us and we must be certain we can deliver to the highest standards. 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