Hunterlodge worked with JLL on a unique project to deliver their industry leading real-estate digital platform – Deal Concierge.
A USP to the brand and industry, providing a single destination for off-market real estate opportunities and team interaction both in-house and client facing, in real-time, with tailored insights and research to support purchasing activities.
The challenge? To engender a cultural change in-house for the division to understand the value of their contribution to the tool’s success and the overall business profitability, maintaining the Salesforce system from a retrospective process to BAU, ensuring all assets and project status changes were visible and accurate for users, anytime, anywhere in the world.
The project had two very clear concurrent phases:
1. Internal Buy-in and Adoption
2. External Buy-in and Adoption – phased key account strategy, by customer size, region and internal account team capabilities
Each project phase then broke into a further three areas – Strategy, Technology and Implementation. The core project addressed under each included:
Research and auditing
Barriers and drivers – biggest barrier to break the ‘old boy’s club’
Plotting customer journeys
Why? – model of ease and motivation
How to engage? Communications planning – a programme of ‘Proposition, Pertinence, Proof and Participation’
2. Technology – Working with Salesforce
Objectives and scope
Internal and External Stakeholder mapping
UX and Customer Experience
Testing / Pilot
Training and support
Creative ideation – in an organization where change is an everyday promise, we need an idea to change perception and engage all stakeholders
Communications and promotion – chatter strategy being critical
Reporting – sharing success
Deal Concierge allowed the information on relevant potential property deals to be viewed by sales people and subsequently relevant customers anywhere in the world – focusing sales conversation through a 360˚ view.
“Deal Concierge is a bigger success than ever imagined – thank you. Adam is currently touring the world introducing this to more and more prospects and clients.
Clients are so impressed and the way it is being received, it is exactly the differentiator that we wanted to create. In a homogeneous market we have found a way to stand out. And then… drum-roll…the cherry on the cake is that Salesforce has asked JLL to present Deal Concierge at Dreamforce this week in San Francisco as a way to work with them to develop added value APIs. Amazing!”
Cosima Merck, Marketing Director for JLL.