ANAROCK Signs Up MP Housing Board For Its AI-powered CRM Suite

ANAROCK CRM now in use by over 150 developers with over 1500 projects

India's leading independent residential real estate services consultant ANAROCK Group has announced that it has signed up the Madhya Pradesh Housing Board (MPHB) for its proprietary AI-enabled customer relationship management services. The ANAROCK CRM (ACRM) suite results in a 10-fold increase in inventory sales within a couple of months of implementation.

Sadiq Din, Head - ANAROCK CRM (India & International), ANAROCK Group, says, "We are gratified to onboard our first government entity as a dedicated user of ACRM after meeting all compliances, checks and balances. ACRM currently caters to over 150 developers with over 1500 projects; in fact, we have signed up over 100 clients in the last three months alone."

"The ANAROCK CRM suite is a revolutionary innovation to ramp up housing sales in all Indian markets from tier 1 to tier 3 cities," adds Santhosh Kumar, Vice Chairman - ANAROCK Group. "From planning and execution to analysis and reporting, it allows residential sales teams to create and track campaigns, and to make informed decisions about their future marketing strategies. The data and information about customers and prospects is stored and automatically analysed to provide valuable insights that help identify trends and measure success rates."

ACRM has been designed to be the ultimate Proptech solution for real estate developers and channel partners including government agencies, who are looking for prop tech-driven tools to enhance overall sales and marketing efficiency. With specialized algorithms created specifically for the Indian real estate market environment, ACRM streamlines and automates many of the manual tasks involved in sales and marketing.

Despite its high-tech, AI-driven features, ACRM does not require its users to be technologically proficient and can be instantly and seamlessly adopted by existing sales and marketing teams. ANAROCK CRM provides hands-on training to sales and marketing teams to ensure smooth adoption and integration with existing sales campaigns.

ACRM currently manages five enquiries, 90 calls and 1.2 residential site visits every minute. A highly advanced SaaS (software as a service) system, ACRM has so far processed approximately 5 million leads, automatically managing the sales pipeline, allowing sales teams to prioritize their leads, target their marketing efforts more effectively, and track the results of their campaigns.

The automation includes lead management via follow-up emails and lead scoring, which reduces the risk of leads being lost or forgotten.

ACRM has been rolled out across the country and plans to open GCC market in next few months.

Evolution Of CRM In Indian Market

CRM or Customer Relationship Management is as old as commerce itself. However, in the last couple of decades, the meaning of CRM has changed to CRM software. The concept of CRM has evolved to a large extent, especially in Indian context. A couple of decades before it was predominantly used by the large enterprises and was also limited to the basic functionality, generally customer database only. However, in recent years even SMEs have started to take advantage of CRM.

This has been possible because of the advent of newer technologies and concepts like SAAS and Social Media integrations. Also, now the scope of CRM has increased from a mere customer database to a 360 view of customer interactions from various channels including but not limited to telephony, chat, emails, customer portals and mobile apps.

IndianWeb2 interacted with Limesh Parekh, CEO of Enjay IT Solutions Ltd to know how the concept of CRM evolved over the years.

Basic Customer Database

Initially, CRM was used as a customer database and an extension of any larger ERP implementation. These were large database applications which had essential enquiry management features. "The primary purpose of these CRM systems was to give MIS reports. These were more of reporting tools than a day to day productivity tools as the CRM is today. The MIS reports were merely used by marketing division to understand customer segments and target marketing efforts accordingly," says Parekh.

Advent of Email Automation

When email became the primary tool of business communications, people started to realise the importance of email automation in their CRM strategy. Slowly the line between marketing and sales began to disappear in case of CRM definitions. Email marketing started to become the part of CRM.

Inside sales

Apart from the marketing and sales department, inside sales team began to get in shape. Inside Sales is more relevant to B2B as compared to B2C. The primary role of inside sales team was to generate direct leads for the sales team or do prospecting of the leads generated by marketing teams.

Telephony & CRM

The integration of Telephony and CRM has led to the popularity of Call Centre or better known as Contact Centers. Initially, this was accomplished by On Premise Telephony Servers. These are now being replaced by Cloud Telephony Solutions. "It has become crucial for businesses to use telephony solutions to engage with their customers. Hence, integration of Telephony with CRM is the need of the hour," says Parekh. 

Social CRM

The latest buzzword in CRM space is Social CRM. Consumers and buyers are relying on social media to a great extent for their buying decisions. So sellers are using CRM with social media capabilities to monitor and influence buying patterns of buyers. With the advent of e-commerce, the importance of social media in CRM has increased many folds.  

SAAS - The Great Leveler

Initially, CRM was affordable only to Enterprises, because of its enormous cost. This was because of costly software and expensive infrastructure required to implement CRM. But SAAS changed everything. Now, the expensive CRM software became available as a service, affordable to almost everyone. The biggest challenge in the adoption of SAAS as the mainstream solution was internet access.

Internet - The Game Changer

With wide spread usage of internet across the country and broadband becoming cheaper, CRM is accessible to almost everyone and everywhere in India. Mobile internet revolution in India is also changing the CRM landscape in India to an extreme level.

Mobile CRM - Enterprise to Personal

Cheap smart phones with more affordable mobile internet plans helped to take Mobile CRM to the next level. Mobile CRM has completely changed the way CRM is thought and used in India. Now it has become one of the biggest productivity tools for sales and service teams.

Conclusion

CRM in India has made considerable progress to its present situation and is far to proceed. Considering the huge and diverse market that India has, arrangements intended for the western countries cannot be deployed here. Hence it is of great significance for the Indian market to have a CRM streamlined on the basis of Indian management principles and practices. What could be better than we do it for ourselves, hence following the statement “Of the Indians, by the Indians, for the Indians".

How Startups Can Benefit By Using CRM

What typically defines startup is a brilliant idea and rapid growth plan. The brilliant idea could be a development of a product or a service; it could also be a delivery mechanism. But sales remain an essential component for any of the above-stated scenario. For sustaining the rapid boom, planning of sales growth is immensely important. If startups can manage sales properly then their growth plan is sure to succeed. A good CRM (Customer Relation Management) can help startups to achieve their sales targets and scale the operations very efficiently.

Enjay IT Solutions Ltd. is one such company which working closely in the field of CRM. Founded in 2010 by the Parekh brothers, Enjay has been aiding SMEs across India to leverage technology get smarter about their time and money. Being an IT professional with a background in finance, Limesh realized the increasing importance of integrated CRM for business enterprises and decided to concentrate on that. Based on this singular focus, Enjay IT Solutions was founded. Headquartered in Gujarat and with their Mumbai and other regional offices, Enjay in these times of shifting loyalties has helped over 350 companies to retain customers.

We at IndianWeb2 interacted with Limesh Parekh to find out few ways in which startups can benefit by using CRM:

Early start

The idea that a startup becomes systematic over a period of time by itself is partially true. Generally, the team has to make a conscious effort at organising the business. A well-defined process would go a long way in facilitating this goal. Today there are many tools in the market which assist in systemizing these processes. CRM is a one stop shop while looking for a management tool.

Centralised Customer Information

Startups generally comprise of small but effective teams. Having all the information about customers (and potential customers) on a centralised platform makes it easy for teams to access information and make effective decisions. Most of the CRMs provide a very effective mobile app, which provides customer information at your fingertips.

Cross Selling and Upselling

There are only two ways to increase sales. Targeting new customers or selling more to the existing ones. For doing this, proper customer segmentation and categorization is crucial. CRM helps with appropriate insights and intelligence for cross-selling and upselling.

Investors Love it

Yes, any investor appreciates a company which has proper sales management. It is so because a transparent sales funnel helps to predict and manage growth more efficiently. Investors are inclined towards companies which have proper corporate governance and process oriented culture.

Customer Oriented Culture

To differentiate yourself from others, you need to create a customer oriented organization. This kind of culture is cumbersome to achieve without a proper and comprehensive CRM. One which would cover the important aspects of management like marketing, sales and service. If the entire team uses one platform which provides complete insight to customer engagement, they are in better position to take care of customers.

“Knowing your customer and what he wants, before he tells you is halfway through closing a deal. CRM is the tool which provides everyone with such abilities,” says Limesh Parekh, CEO, Enjay IT Solutions Ltd.

Automating Customer Engagement

CRM helps automate customer engagements and increase customer satisfaction with timely alerts and notifications. Even Customer support can be elevated to next level with multi-channel access to customers through calls, emails, SMS, chats, ticket portals, etc.

Pay as you grow

Previously CRM was a costly solution, affordable only to big companies but not anymore. Most of CRM systems today are available as SAAS model. Which helps startups to keep an eye on their budget at the same time avail the latest technology to increase their sales. This is one of the most recommendable features of modern CRM systems.

Conclusion

CRM is one of the first tools that should be implemented in any startup if they need to grow to the next level. Because without CRM, sales will not grow as expected.

“We have implemented CRM and Call Centre Solutions in many startups in technology as well as non-tech verticals. We have seen them grow over years in a very structured and stable manner. Our CRM has also grown with them.” concludes Parekh.