Infobip’s partnership with Hagens enables HM Engenharia to digitize its business model and embed agility and personalization throughout the customer journey, improving the real estate customer experience
Vodnjan, Croatia, March 23, 2023 – Global cloud communications platform Infobip has partnered with digital transformation specialists Hagens to help construction company HM Engenharia to provide a better customer experience, reduce costs, and boost sales by digitizing its business model.
The partnership between Infobip and Hagens has enabled HM Engenharia to increase its customer lead conversion by 4.2 times, allowing the firm to reach its 12-month sales target in just nine months. Moreover, HM Engenharia can now better identify a prospect’s buyer persona. This has enabled the construction firm to reduce sales costs by 51% and decrease negotiation time from 36 days down to just seven.
Established more than 40 years ago, HM Engenharia has built more than 100,000 houses throughout Brazil. However, the firm wanted to embed digital transformation throughout its business to better serve its customers while enhancing performance. HM Engenharia asked Hagens to help it reposition the firm, digitize its business model and ultimately boost customer loyalty.
Hagens began by repositioning HM Engenharia from a business that designs and builds homes to an admired brand that stands by its customer’s side for home building. Next, Hagens drew on Infobip’s global cloud communications platform to improve and personalize the journey for HM Engenharia’s customers. The firm embedded omnichannel communications platforms alongside improving customer understanding and bringing a new level of automation, speed and availability to HM Engenharia’s customer service.
Through its partnership with Infobip, Hagens deployed several Infobip solutions like Answers (Infobip’s chatbot solution, alongside integrating WhatsApp), Moments (Infobip customer engagement hub) and People (the Customer Data Platform) to connect all touchpoints to unlock a complete picture of HM Engenharia’s customers and prospects and personalize their experience.
By doing this, HM Engenharia’s improved the customer journey, making it more convenient and seamless. HM Engenharia provided additional customer support services to support the homebuyers entire purchase journey, improving customer loyalty and boosting its revenue.
In addition, Hagens built HM Engenharia a new platform for its homeowners to better connect them to the services they might need, creating a community and unlocking new and additional revenue streams. The platform now has more than 30,000 users, and Hagens and HM Engenharia aim to increase this to more than 100,000 in the next four years.
Leo Del Castillo, partner and co-founder of Hagens, said: “Through our partnership with Infobip, we were able to digitize HM Engenharia’s business. Now HM Engenharia’s customers and prospects can get the information they need when they need it and on the channel they prefer. Moreover, through our digital transformation, HM Engenharia can better understand its customers and prospects, provide a more convenient and personal experience, and improve business performance by reducing costs and time to sales while boosting conversions. In addition to digitizing HM Engenharia’s business model, we built a new ecosystem, encompassing the company, its homeowners, and the wider community, helping create loyalty for all. We saw this opportunity given the relationship between a home buyer and the construction company often lasts at least ten years, if not longer.”
Vivian Jones, Vice-President of Infobip for Latin America, said: “Through our partnership with Hagens, we were able to help HM Engenharia embed agility and personalization in the customer journey and create more meaningful relationships with its customers. From enhancing and automating its customer service, to end-to-end customer journey transformation, we have the capabilities and scale to help at every stage. We provide a one-stop shop for no-code access to global omnichannel communications and digital interactions, removing the need for multiple platforms or pieces of software. That is why we are the one cloud communications platform for every platform, as this project with Hagens and HM Engenharia demonstrates.”
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 70+ offices globally. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected directly to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
About Peerless Network, An Infobip Company
Peerless Network is a leading-edge provider of telecommunications services that delivers the highest quality voice solutions for VoIP and enterprise customers worldwide. As a disruptor in the telecom industry, Peerless Network is a reliable network that scales efficiencies, lowers customer costs, increases quality, and automates workflows with ease of implementation via our portfolio of cutting-edge products and services. Our automated platforms, the Peerless Portal and ANImate, allow customers to easily provision Cloud PBX, SIP trunking channels, SD-WAN, telephone numbers, local service, domestic/international long distance, and toll-free services from one advanced system. Peerless is dedicated to driving innovation and bringing value to customers by expanding our suite of products, services, and markets we serve. Peerless Network is headquartered in Chicago, IL. The company was acquired by Infobip, the world’s most connected cloud communications platform, in 2022. For more information, visit www.peerlessnetwork.com and follow us on LinkedIn.
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- Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (January 2023)
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- Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
- Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
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- Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards