About Homedy

Homedy provides a web/app platform that allows users to post and manage real estate listings, search for properties, and buy or sell real estate. With Homedy, users can view and interact with customers viewing their listings, managing transactions, and receiving 24/7 support from staff.

Buyers can find all the information they need to choose their desired property while enjoying an excellent experience throughout the search process with Homedy. Homedy offers hundreds of thousands of listings and receives over 3.5 million views monthly, attracting more than 100,000 brokers and over 2 million customers interested in real estate.

Problems of Homedy

As a brokerage company, service quality is crucial for Homedy to gain customer support and grow its business. However, Homedy's call center—with over 150 agents—needs to handle thousands of calls daily, with a wide range of customer information (landlords/sellers, brokers, buyers, etc.).

Homedy previously used separate call center software and customer management software (CRM), resulting in independent data sets. As a result, consultants and customers spent a lot of time on questions such as name, phone number, transaction code, purchase history, issues faced, etc., before addressing the problem. Sometimes, customers had to call back multiple times, encountering different consultants each time and feeling dissatisfied when they had to repeat previously answered questions.

Therefore, Homedy wanted to integrate the call center and customer management software into a single platform with unified customer data to increase employee efficiency, enhance customer satisfaction, and easily manage all business operations.

However, Homedy could not independently develop the call and integration features due to the technical complexity, long development time, skilled personnel required, and high costs. Stringee, with its Programmable Contact Center APIs, helped Homedy solve this problem.

How did Stringee help Homedy solve this problem?

Stringee's technical team assisted in integrating Stringee Programmable Contact Center APIs into Homedy's existing CRM software. Within just two weeks of implementation, Homedy's customer information management software was fully equipped with intelligent call center features, including many automated functions and workflow distribution according to Homedy's needs.

Identifying incoming customers, calling out to customers directly on the CRM software

When customers call, the customer management software screen displays the call with customer information. When the agent answers, a record is automatically created on the screen for the agent to take notes. Customer service staff can also review historical records about the customer, view purchase status, and create reminders.

Additionally, the software features automatic distribution, so previous customers are directed to the same agent who previously assisted them. This ensures quick issue resolution and enhances customer satisfaction with Homedy.

By eliminating software switching operations, quickly identifying customers, and capturing historical information, customer service staff can reduce handling time and increase work efficiency.

Managing employee performance

Before Stringee's solution, each Homedy consultant was assigned a separate phone. Homedy could not manage how many new calls employees made/received each day, whether they returned missed calls, or if their advice was accurate.

With Stringee's solution, Homedy's management can monitor in real-time: the number of employees online, call status, number of calls, call distribution to specific employees, monitoring/listening to calls, retrieving calls/ending calls, etc.

Homedy's leadership can view employee performance reports, customer information, and all information related to the customer care center on a single software platform.

Easily customize and expand user accounts

Stringee PCC APIs allow Homedy to flexibly customize information columns and functions according to actual needs without the limitations of pre-designed software.

With Stringee PCC APIs, Homedy can simultaneously add multiple accounts for call center agents in different offices anywhere, without the need for additional hardware investment, and reduce maintenance and warranty costs.

Save up to 40% on call costs

Stringee PCC APIs, combined with Adaptive digital solutions, automatically make outbound calls using in-network numbers for customers, reducing costs from 1200 VND/min (out-of-network rate) to 500 VND/min (in-network rate), helping the business save up to 40% on call costs.