Stellaxius Salesforce Implementation for Real Estate

Quintela + Penalva | Knight Frank is a luxury real estate consultancy established in Portugal in 2004. The firm prioritizes its clients’ needs and is highly adaptable to different economic cycles through organic growth and international experience. The company has created specialized departments and a team of professionals with in-depth knowledge of the Portuguese market. Knight Frank has a global presence, with offices in over 50 countries, that allows them to assist Portuguese clients with international investments and international clients seeking properties in Portugal. And with Stellaxius chosen for their Salesforce implementation for Real Estate, they were ready for a transformative journey ahead.

Quintela + Penalva | Knight Frank, a luxury real estate company based in Lisbon, faced several challenges that impacted its operations, customer management, marketing, and decision-making.

The main difficulty resulted from system limitations, which prevented the company to meet its full CRM needs. Particularly, in the marketing and sales areas, such as customer interaction history, holistic view of the properties customers were interested in, and even the actual property lifecycle. The real estate company needed greater visibility and control over the sales funnel to expand its customer base, and provide tailored experiences to high-value customers.

However, their marketing efforts lacked technological support, making customer segmentation and nurturing a laborious manual task. Sales tracking relied solely on manual input, and only partial lead information was retained on the legacy application. This meant more time performing simple tasks and a greater chance of error.

“Stellaxius' Salesforce implementation surpassed our expectations. Pardot and Sales Cloud revolutionized our customer management and sales pipeline. Automation features saved time and prevents customer and historical loss. Their iterative approach tailored the solution to our needs, hitting conversion rate targets swiftly. The knowledgeable and accessible team understood our business, offering valuable suggestions. Also, the ongoing support ensured we optimized the platform benefits, cementing a strong partnership.”

Marco Figueiredo

Business Intelligence at Quintela + Penalva | Knight Frank

As part of our comprehensive methodology and business analysis, we initiated the Salesforce implementation for real estate with Marketing Cloud Account Engagement (Pardot) and Sales Cloud to replace eGO. This analysis helped us understand Quintela + Penalva | Knight Frank‘s processes, personas, and customised qualification processes to align with their business objectives. The second step, as a strategic partner, was aligning between the marketing automation, commercial and real estate management activities.

We created a tailored solution to optimise customer and property management processes, with an iterative approach as requirements were identified and mapped to the solution, and a backlog to ensure scalability and longevity. We worked extensively with third-party real-estate websites and Quintela + Penalva | Knight Frank ‘s own website to ensure the automation of property publishing and lead generation into the new solution. We were so confident we would achieve the outcomes and value that we agreed to conversion rate targets set to fund part of our work, which we achieved much faster than initially expected.

Our partnership extended beyond Salesforce implementation for Real Estate, providing training, ongoing support and guidance to fuel Quintela + Penalva | Knight Frank‘continued success, ensuring that the benefits of the implemented solution are sustained over time.