{"id":4630,"date":"2020-07-06T16:19:48","date_gmt":"2020-07-06T20:19:48","guid":{"rendered":"https:\/\/finoclient.com\/?post_type=casestudy&#038;p=4630"},"modified":"2024-05-22T10:21:19","modified_gmt":"2024-05-22T14:21:19","slug":"groupe-selection","status":"publish","type":"casestudy","link":"https:\/\/finoclient.com\/en\/nos-clients\/etudes-de-cas\/groupe-selection\/","title":{"rendered":"Double the conversion rate in less than a year"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"4630\" class=\"elementor elementor-4630 elementor-148\" data-elementor-post-type=\"casestudy\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f727c18 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f727c18\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d30204d\" data-id=\"d30204d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d5a796a elementor-widget elementor-widget-text-editor\" data-id=\"d5a796a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Company description<\/strong><\/p><p><em>Groupe S\u00e9lection<\/em> is a leader in the creation of multigenerational living environments. Since 2013, its number of residential units has grown by 300% to more than 13,000 retirement and multigenerational apartments. The company has over 50 complexes in development, construction and operation.<\/p><p><strong>Issues<\/strong><\/p><p><em>Groupe S\u00e9lection<\/em> outsources its customer service to an external supplier, who achieves a conversion rate of less than 20% of customer contacts from information requests to a visit with a leasing consultant. In addition, there is a lack of resource stability at this subcontractor, typical of traditional call centers, which requires a great deal of training and difficulty in handling customers.<\/p><p>To ensure better handling of customer contacts with people who call customer service or fill out an online form to obtain information, <em>Groupe S\u00e9lection<\/em> turned to our firm&#8217;s services in 2017.<\/p><p><strong>The <em>Fino<\/em> offer<\/strong><\/p><ul><li>Stable team of 4 agents and 1 team leader who provide customer service 7 days a week by telephone or Web contact (depending on prospect preference) ;<\/li><li>1-week initial agent training;<\/li><li>Documentation of all customer interactions in <em>Groupe S\u00e9lection<\/em> CRM;<\/li><li>Appointment management for 60 leasing consultants for the 50 complexes;<\/li><li>Development of a customized Web platform for managing appointments and centralizing information on the information.<\/li><\/ul><p><strong>Results<\/strong><\/p><p>Only 1 month after taking over customer service, a positive change can be observed. The conversion rate rose to over 30% for inbound calls and web leads. What&#8217;s more, the <em>Fino<\/em> business model with its turnover rate of less than 30% (versus turnover rates in excess of 100% in typical call centers) ensures a better customer experience, as well as stability in the information communicated to potential customers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Increase the conversion rate of your Web leads<\/p>\n","protected":false},"author":2,"featured_media":4241,"parent":0,"menu_order":1,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[],"tags":[386],"class_list":["post-4630","casestudy","type-casestudy","status-publish","has-post-thumbnail","hentry","tag-featured-2"],"acf":[],"_links":{"self":[{"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/casestudy\/4630","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/casestudy"}],"about":[{"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/types\/casestudy"}],"author":[{"embeddable":true,"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/users\/2"}],"version-history":[{"count":17,"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/casestudy\/4630\/revisions"}],"predecessor-version":[{"id":9547,"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/casestudy\/4630\/revisions\/9547"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/media\/4241"}],"wp:attachment":[{"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/media?parent=4630"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/categories?post=4630"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/finoclient.com\/en\/wp-json\/wp\/v2\/tags?post=4630"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}