CASE STUDY

Propertybase Refines Onboarding Process with GuideCX

CUSTOMER PROFILE

propertybase

Propertybase is the leading global real estate and mortgage software provider with lead generation, award-winning websites, CRM, compliance-driven transaction management, mortgage business growth platform and more. Over 4,500 leading global brands trust Propertybase to deliver innovative technology that scales their businesses. The Propertybase family of brands includes Propertybase, BoldLeads, BoldMortgage and Unify.

PROBLEM

Time-Consuming Onboarding Process

Before GuideCX®, Propertybase struggled to keep up with enrolling all the clients they booked. As they focused on accelerated sales, their onboarding process was left behind, leading to lengthy delays in communication with their new customers. A lengthy onboarding process meant hosting hour-long sessions with each client at least twice a week. Once they added even more customers to the mix, they were actively onboarding dozens of new clients at a time. They soon found themselves drowning in all the onboarding tasks they had to complete manually.

Each workday was filled with client-onboarding calls when they could have been focused on company growth. Their customers had to wait two and a half weeks after signing on to actually start work with Propertybase. On top of the piles of work they had to accomplish, they feared losing angry clients due to the long turnaround rate. There simply wasn’t enough time to accomplish everything they needed to get done in a day.

SOLUTION

Finding Intuitive and Effective Solutions with GuideCX

The team at Propertybase knew there had to be a solution that would make client onboarding easier than it was. After reaching a breaking point, they turned to GuideCX for help because of their intuitive solutions and excellent customer service. Not only was the platform easy to navigate, but it included a lot of features that the Propertybase team has been able to incorporate into their daily operations. They have even begun to use GuideCX as their preferred form of communication over email.

According to Eric Serota, the senior onboarding specialist for Propertybase, one of the best parts of adapting the GuideCX platform has been the increased visibility between customer and client. “The new implementation has allowed me to be more proactive with my clients rather than merely reactive,” he says. “I can see everything they’re doing, which allows me to be more involved in their onboarding process. Clients really appreciate that.”

GuideCX was the perfect solution to their problems. The platform even helped them identify improvement in areas they hadn’t realized could use a boost.

quote

It’s not just the platform, it’s the people. . . . I have a strong feeling that this relationship is going to continue to benefit us well into the future.

— Eric Serota —
Senior Specialist
Propertybase

RESULTS

Refining the Onboarding Experience and Doubling Productivity

The results Propertybase saw after adapting the GuideCX onboarding platform were impossible to miss. While they were once struggling to onboard up to 36 clients all at once, resulting in a longer overall process, streamlining their onboarding procedures with GuideCX has eliminated the bottleneck, decreasing the number to a more manageable 15–20. Their clients were also onboarded much faster, with only a two-day interval between booking and initiating the onboarding process. The result was a more enjoyable process for both employees and customers. 

Not only are their customers happier than before, but the Propertybase team has also been able to do more with less. They have more than doubled their productivity. In a single year, they closed on more than 100 projects. Before GuideCX, the annual average was 40, an increase of 60 percent. 

Serota can’t wait to see where GuideCX takes Propertybase next. “It’s not just the platform,” he says. “It’s the people. They’re great to work with. I have a strong feeling that this relationship is going to continue to benefit us well into the future.” 

TAKE ACTION

Ready to Take Client Implementation and Onboarding to the Next Level?

When it comes to your clients, you only get one chance to make a first impression, so make sure it’s a great one by inviting, guiding, and engaging internal and customer implementation teams with GuideCX. Our platform reduces time to value, creates visibility, and saves time with automation, ensuring project managers and their clients get work done as quickly as possible. To learn more about how GuideCX can address your business needs, reach out to us online and ask for your free 14-day trial to get started.

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