India’s largest developer of industrial and logistics real estate required a dedicated customer service function to efficiently manage customer inquiries received through calls, emails, and digital platforms. The key challenge was to accurately capture customer requirements and ensure timely routing of requests to the appropriate teams.
Assembled a dedicated, experienced team with specialised training in real estate sales and customer service conversations. Designed and implemented structured calling and customer engagement processes with defined lead-churning logic and scenario-based call flows for both inbound and outbound interactions, enabling effective enquiry management and seamless routing of customer requirements to the respective teams.
