QuintoAndar reshapes the real estate market with Twilio
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The Challenge
QuintoAndar, Latin America’s largest housing platform, faced significant challenges in its journey to scale and improve the customer experience. The need to simplify the historically complex process of renting real estate in Brazil was a central issue.
The opportunities identified were to simplify customer service processes through a consistent, secure, high-quality, and easily accessible experience with a strategic partnership with Twilio. The audience directly involved includes potential customers, tenants, property owners and real estate agents, as well as the company’s own employees, who have seen a significant improvement in their work performance thanks to the tool.
Solution
Reduce technical complexity with Twilio while providing a solution that allows for more sophisticated process creation for the end consumer.
To address these challenges, QuintoAndar selected the Twilio engagement platform (Flex, Console, Programmable Messaging, WhatsApp, Voice, and Chat) along with the CRM and other systems, such as Zendesk.
Its customization capabilities stand out, facilitating communication with customers and enabling a more personalized experience with more self-service options.
The "Single Door" case revolutionizes the customer experience by providing a single point of entry through the company’s app. Following market trends in CX, this customized, digital-first approach aims to optimize customer interaction, improving agent productivity, efficiency, and customer satisfaction. Twilio’s customizable platform enabled the company to create a multi-channel communication hub for its customers, increasing satisfaction rates such as NPS and DSAT.
"We chose Twilio to help us with these challenges because we needed a partner that would help us stay ahead of the curve and scale our business quickly and transparently, leading to better customer satisfaction scores, first-call troubleshooting, SLAs, and digital channel availability."
About QuintoAndar
Renting, buying, or selling real estate in Brazil has always been very bureaucratic. The need for a guarantor, for example, is an extremely complex factor, especially when moving to another city, where the person may not have family or friends who can offer their property as collateral for a rental agreement. Another option is to pay for very expensive insurance to guarantee the contract, which also makes the service unfeasible for many people.
QuintoAndar was founded in 2012 to address the demands generated by this type of complexity. The company has completely changed the way people find their dream home, creating a product that reduces bureaucracy and is fast and secure. Today, it is possible to purchase a property with just a few clicks, thanks to QuintoAndar, which is dedicated to putting its customers first, enabling them to “love where they live.”
Today, the company is the largest housing platform in Latin America, worth USD 5.1 billion, and has led to the creation of Grupo QuintoAndar, a real estate ecosystem with over 3,500 employees and operations in six Latin American countries.
Currently, on average, one viewing to rent a new property is scheduled every six seconds, and two viewings for sale are scheduled every minute.
"This partnership will leverage and enhance our strategy of orchestrating the customer journey and help us scale our operations at the same pace as our business grows—all combined with high-quality, data-driven support."
Single Door project: improving the customer’s CX
QuintoAndar’s main goal was to significantly improve the customer experience by offering a simplified, bureaucracy-free property rental process, as well as expanding its service portfolio to meet the ever-evolving needs of its customers. Not only does it optimize operational efficiency, from research to completion of each stage of customer interaction, but it also maintains transparency and a high level of customer satisfaction.
The "Single Door" project was designed to provide a single point of entry for customers to interact with QuintoAndar, both for voice and text communications. Features were developed within the application to provide customers with a comprehensive help center and self-service, allowing them to perform tasks such as editing registration data, accessing bills, and inspection reports, all in an intuitive and personalized digital environment.
The strategic solution involved adopting Twilio’s integrated platform, including Flex, Console, Programmable Messaging, WhatsApp, Voice, and Chat, along with QuintoAndar's legacy systems such as CRM and other tools. This enabled personalized, efficient, and transparent communication with customers across all channels, enhancing the customer experience and optimizing operations.
The project was rolled out with clear deadlines to make sure the challenges we found were sorted out quickly and effectively. These deadlines were established based on medium- and long-term goals, allowing for a strategic and scalable approach. In the short term, Chat Sync’s benefits were already noticeable after just three months.
The rollout schedule was carefully planned, taking into account technical, operational, and human resource requirements.
Chat Sync was rolled out at the end of June 2023, and a comparison was made after six months of rollout in January 2024. Important milestones and rollout stages were defined, ensuring a smooth and seamless transition for customers and internal teams.
In addition, with the Twilio tool, QuintoAndar was able to prioritize training and assessing its customer service team to improve response times and the quality of customer service. By segmenting their audiences, it was possible to better understand the needs of each customer and offer individualized, personalized and tailored service; all in the interest of improving communication and customer experience.
Results
The "Single Door" project implemented by QuintoAndar, in partnership with Twilio, resulted in a series of significant achievements, highlighting the initiative’s effectiveness and positive impact.
QuintoAndar managed to improve its operational efficiency, with the following results:
- reduction in average service time by 17 seconds
- 90-second SLA improvement of 26% in the first response given by agents
- 4% reduction in chat abandonment
- 2% fewer customers who contacted Front with an open ticket in the back end during the same sub-journey
- customer satisfaction also increased, with an increase of 8 points in the CSAT (Customer Satisfaction Score)
- 4% increase in support SLA
- 4% reduction in call transfers from support teams.
The segmentation strategy was fundamental to understanding customer needs and creating specific channels to meet those needs.
Twilio has played an integral role in this strategy, enabling the company to gather customer feedback and make decisions based on customer input.
In summary, the Single Door project represented a sustainable and secure model for improving the customer experience.
These results are solid proof of how well the "Single Door" project has worked to make things better for customers, streamline operations, and build stronger relationships between QuintoAndar and its customers.
QuintoAndar’s strategic vision for its customers in the near future takes into account providing a simple experience that accurately anticipates customer needs, using data-driven insights.
The company aims to have an even smarter bot, empowered by Generative Artificial Intelligence.
And specialized support that is increasingly contextualized and humanized.
"All of this is in line with our core vision of putting the customer at the center of our business. Partnering with Twilio is important precisely because it is a company that shares QuintoAndar's values regarding the importance of customers to its business. Customer satisfaction is top priority."
