Challenge

Our client is a high volume Immigration Law Firm handling over 7,500 cases per year. Unlike other practices, they specifically focus on working with individuals and families who are attempting to emigrate into the United States. As a practice with more than eight attorneys, dozens of clerks, and multiple assistants, the logistical challenge of balancing calendars for all involved as well as coordinating with client schedules manually, caused human errors including double scheduling, missed deadlines, and appointments that fell through the cracks. They were searching for a solution that would enable them to efficiently and reliably balance their staff calendars while preventing these errors. Important as well was the client and information privacy necessary in their vertical.

Solution

SUMO Scheduler’s out-of-the-box solutions were put in place such as the: Multi-Calendar, Assignment Engine, Online Appointment Scheduler, and Reminder Engine.

The Multi-Calendar’s ability to organize their entire team’s calendars in one view while also integrating client information into their Salesforce CRM provided a unified scheduling view as well as crucial information security and privacy.

The Assignment Engine’s ability to balance scheduling between all parties involved and provide real-time availability updates prevented their previous issue of double and triple booking appointment slots from continuing to be a hindrance to business. Additionally, this solution was able to balance case load between the firm’s attorney’s thereby ensuring each client received the service of an attorney who’s time could be efficiently dedicated to their case.

The Online Appointment Scheduler allowed clients to book appointments at their leisure while guaranteeing that their meeting would take place at the correct time with the perfect attorney to meet the specific needs of their individual case.

Finally, the Reminder Engine provided meeting reminders for all attendees preventing both attorneys and clients from missing meetings. This allowed each case to be handled with the care it deserved while preventing any client’s immigration situation from falling through the cracks.

Results

“We never have a booked appointment not land on all necessary calendars. We never have had an issue of the sumo system going down in the past two years that would not allow us to book appointments on Sumo. The sumo software has been consistent and reliable.”

Reliability and consistency has been the hallmark of the service our client has enjoyed. The results speak for themselves. They have been able to keep over 1,700 families together, over 450 deportations be halted, and over 1,250 greencards be issued due to their ability to streamline their scheduling processes with SUMO.

We asked our client what they would say to anyone who was on the fence about working with SUMO:

“The level of customer tech support that SUMO provides is far and away the best I’ve seen from any tech app. I can contact and get a response and resolution for most of my issues on the same day.”

With results and feedback like the above, our client has truly found a game-changing solution for their practice with SUMO Scheduler.

Challenge

Navigating through Unpredictable Times

A few years ago, only a select group of people in the real estate industry had access to online scheduling. Today it’s become so much more accessible thanks to advanced platforms that connect brokers and agents with buyers on their terms – no matter where they are!

Our client is a Canada-based real estate firm that specializes in the sales and marketing of newly built residential and commercial properties. With 25 years of success and over 12,000 global partners, they have built a solid reputation with clients in all markets and time zones.

When the COVID-19 pandemic first erupted, many organizations were left to struggle with uncertainty. In the real estate industry where personal communication has always been seen as an important component to building successful client relationships, face-to-face meetings became problematic and the majority of communication shifted online.

For the customer, conducting remote meetings with buyers, vendors, and investors presented a set of unique challenges. First, the outdated scheduling software was unable to handle the volume of online events. As a result, the company saw an influx of errors and missed appointments. Customers were constantly having to reschedule, which increased the number of online appointments and cluttered calendar space. Lastly, due to lack of automation, many critical tasks were left unfinished resulting in frustration with team members and clients.

Lack of automation and inability to match clients with the right resource at the right time left the team with less time to focus on their clients and further complicated their relationship with buyers, vendors, and investors. The need for automated scheduling software became apparent.

Solution

Introducing SUMO

SUMO’s Online Appointment Scheduler was a great solution. Their leadership quickly realized the benefits it would offer: improved online reservation capabilities, reduced errors and missed appointments, and finally, automation of critical tasks. In just a few short weeks, the SUMO team helped solve the majority of challenges Baker’s team was facing.

First, SUMO implemented its core platform for managing appointments and staff availability, so customers can book with the right team member at the desired time. The easy-to-navigate interface also shows key behavior patterns that allow the leadership team to predict future possible responses from customers for a more streamlined approach to client communication.

Second, customers were impressed by the new ability to self-schedule from any device, at any time even outside normal business hours. They also noted that automated email notifications, convenient invitation links, and timely reminders made appointment scheduling an easy and pleasant personalized experience.

Results

The Results Speak for Themselves

Their clients are now able to easily login into their customer accounts, self-schedule an appointment with the right team member, and even reschedule if needed. The new process has proven to be so efficient, it helped generate more profit from real estate transactions by closing deals faster than ever before.

With SUMO Scheduler, the real estate firm was able to minimize manual processes by automating every step of the scheduling process. SUMO’s Assignment Engine swiftly matched customers with the right expert while completely eliminating double-booking, human error, and awkward mismatching. The best part is that there are no extra fees for each online appointment, which means every deal counts.

SUMO Scheduler seamlessly integrates with their website, existing online marketing portals, email newsletters, and online directories to ensure personalization and brand consistency. Finally, the intuitive interface provides the leadership team with a 360-degree view of all customer interactions and staff availability. With SUMO’s robust and scalable technology, the company is happy to report a positive experience and improved customer satisfaction.

Challenge

Embracing Digital Transformation

While digital transformation leverages technology to advance global economies, it also challenges the way organizations operate and deliver business value. This is true for many industries, including real estate that has been traditionally slower to adopt new trends. Today, many experts agree that the housing market will only continue to grow and how we buy, sell, and interact with properties will evolve in the upcoming years. In an effort to increase business efficiency and stay ahead of the competition, real estate executives must embrace new digital technologies to help boost productivity and surpass revenue goals.

Our customer is a top-rated real estate firm from Ontario, Canada. It prides itself on selling properties at the maximum price with the shortest time to close. In addition to buying and selling, the company offers superior marketing and interactive services such as home staging, professional photography, state-of-the-art video tours, and drone videography. These additional services tremendously benefit both buyers and sellers while helping agents sell homes faster.

Solution

Demand-Driven Challenges

With buyers driving up prices and leading homes to sell quickly, our customer recently faced an unprecedented increase in business volume that challenged its ability to coordinate showings based on a preferred property type and square footage. Agents often had a hard time finding appropriate time slots and organizing disjointed calendars in an effort to efficiently accommodate new requests and schedule showings based on clients’ needs.

The staff has also found it very difficult to prepare properties for prospective buyers as they were required to schedule appointments with staging companies, photographers, and interior designers before each showing. Without these additional services, showcasing the property’s strengths and minimizing its weak points to attract potential buyers became hard to achieve. As a result, the company saw an increase in lost deals and unsatisfied buyers.

Additionally, the management team has often found it challenging to make sense of the growing client database and properly map contact details from native Salesforce to the appointment calendar. The need for change became clear and they began to look for an automated solution to streamline the appointment scheduling process and eliminate manual effort.

Results

Steering Business in The New Direction

SUMO Scheduler was recommended by one of the company’s longtime clients. In the matter of just a few short weeks, technological challenges that stood in the way of the progress and prevented them from successfully closing deals were eliminated for the most part.

The sales team was impressed by the simplicity of the software where advanced configurable features matched prospective buyers with the right properties and agents via an easily accessible website link. SUMO’s Assignment Agent successfully mapped contact, service, and listings objects stored in Salesforce to the correct appointment type for making timely and error-free appointments. Mapping was accomplished with the help of SUMO’s “Schedule Now” feature that was easily accessible straight from the company’s website.

Additionally, “Email and Invite” functionality was configured to allow the inside sales team to seamlessly book an appointment while speaking with a customer on the phone. Email notifications were scheduled to go out automatically to decrease the risk of no-shows and improve client engagement. For virtual showings, web conference details were automatically inserted into calendar invitations so buyers who preferred remote interactions were able to visit individual properties from the comfort of their own homes.

Finally, the entire scheduling process was redesigned with the company logo, colors, and custom templates that were easily recognizable and accurately represented the brand. Without any help from graphic designers or coders, the sales team can now design emails and create a unified user experience that offers consistency and makes a positive impression.

While they love the technology, our customer is also looking forward to continuing to grow and expand their market reach. The management team knows they’ve only scratched the surface with SUMO. They plan on adding more unique features to their customer interactions. In the future, they will employ advanced strategies to help generate sales appointments directly from mass emails via custom calls to action and forms synced directly with the master calendar view. They also plan on extending the platform with additional applications such as automated forms, survey apps, and dynamic flows to produce even better results.