How Zoopla recontracted 90% of its buyer base throughout lockdown
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How Zoopla recontracted 90% of its buyer base throughout lockdown


Zoopla is a complete portal for property gross sales and lettings within the UK. The web site and app present customers with data on offered property costs and present worth estimates, space traits and statistics, in addition to a listing of knowledgeable native property brokers.

Conga, a specialist in business operations transformation, helped Zoopla remodel its business operations on the onset of the primary COVID-19 lockdown. Persevering with a seven-year relationship, Zoopla leveraged Conga Composer, Conga Signal and Conga Batch to facilitate the communication and implementation of Zoopla’s help packages and streamline its enterprise assessment course of.

The issue:

As COVID-19 lockdown restrictions had been introduced in March 2020, the UK property market witnessed a big drop in demand for housing, with client confidence and market exercise hit laborious on the onset of the pandemic. Purchaser demand over the seven days main as much as March 23 – the date of the primary UK nationwide lockdown – was down 40% on the extent recorded one week prior, as would-be house patrons paused on main choices and took inventory of the unfolding occasions within the UK and world wide. The uncertainty

surrounding the property market, mixed with the reported dangers to the broader financial system, led to brokers cancelling their direct debits for Zoopla’s portal.

To beat the panicked state of affairs, and to assist its brokers throughout a difficult interval, Zoopla supplied its clients help packages of as much as 9 months’ free use of its portal. Nonetheless, Zoopla wanted to quickly talk this with its complete buyer base and facilitate brokers signing new contracts electronically when companies had solely simply begun to work remotely.

The answer:

Having labored with Conga for a number of years, Zoopla consulted Conga for an end-to-end business operations resolution that will make the communication and implementation of its help packages extra environment friendly. Zoopla utilised Conga Composer®, Conga Signal and Conga Batch to generate and distribute customised contracts and direct debit mandates for its brokers to signal electronically.

Zoopla used Conga Composer, a cloud-based software for producing automated digital paperwork – which it had already applied in 2014 – to contact the huge numbers of brokers and mechanically generate new help bundle contracts for them. Utilizing a templated doc, Composer rapidly generated error-free digital paperwork for Zoopla, enabling it to do away with any roadblocks in its help bundle course of and rushing up the method of signing up brokers.

Utilizing Conga’s e-signature know-how, Conga Signal – the phased roll-out of which resulted in March 2020 – the corporate was capable of safe digital signatures from brokers remotely. Since utilizing Signal, Zoopla has not solely been capable of transfer away from the standard method of utilizing ‘moist’ signatures, which is time-consuming and complicated, nevertheless it was additionally capable of proceed securing signatures on the business-critical time of rolling out its help packages on the onset of the pandemic.

Challenges concerned with implementation:

When the primary of the help packages got here to an finish in August 2020, Zoopla then wanted to begin negotiating new agreements with its brokers. Zoopla’s account managers and buyer success managers performed enterprise evaluations with brokers requiring the compilation of information from a number of sources, which they might then analyse. Utilizing Conga Composer, they had been capable of collect the required knowledge right into a single doc on the click on of a button.

Following this, Zoopla additionally wanted to arrange for organising direct debits for patrons to make use of its portal once more. Zoopla used Conga Batch – an optionally available add-on to Composer that generates automated paperwork in bulk – to generate new contracts and direct debit types that may very well be despatched and signed with an e-signature. Producing and sending direct debit types individually to only 1,000 brokers would have taken greater than eight hours. Nonetheless, with Conga, this course of took roughly 45 minutes.

“After we wanted to put in Batch, Conga made this doable in only a few days – we merely couldn’t have finished it with out their help,” says Stephanie Mackay, challenge supply supervisor at Zoopla.

The outcome:

Total, Zoopla’s complete buyer base was supplied help packages.

“Since implementing Conga’s product suite, automating our processes precisely and reliably has saved our account managers a lot time, that means extra time can now be dedicated to servicing current clients and producing new enterprise,” says Stephanie Mackay, challenge supply supervisor at Zoopla. “These automated processes had been notably crucial for us through the pandemic, the place there was a lot disruption. The partnership and belief we had already constructed with Conga made an enormous distinction in responding to the disaster and supporting brokers.”

When it got here to the enterprise assessment course of, what used to take as much as 45 minutes per doc, now takes roughly three seconds. When conducting eight enterprise evaluations per week, the general time saved, while sustaining top quality, has radically boosted workforce productiveness.

The velocity at which Zoopla may compile enterprise evaluations allowed account managers and buyer success managers to verify in with brokers extra steadily to proceed to offer help and to gauge market sentiment, bettering buyer relationships consequently.

Zoopla then began utilising Conga Composer to replace its marketing strategy in actual time with the targets that arose from these enterprise evaluations, to make sure the corporate was responding properly to the market and the persevering with challenges of the pandemic.

Utilizing Conga’s Industrial Operations Suite not solely aided persevering with enterprise operations at such a unstable time available in the market, nevertheless it additionally offered longer-term outcomes for Zoopla by streamlining its income processes and bettering the client journey. This meant that, throughout a sustained interval of uncertainty for the property business, Zoopla’s groups may spend extra time and vitality on buyer acquisition, quite than retention.

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