How we Empowered Zoopla's B2B Client Experience

Zoopla, a leading property website and app in the UK, connects estate agents and housing developers with potential customers through online advertising. Recognizing the evolving expectations of their B2B clients, Zoopla sought to modernise their commercial sales processes and enhance the overall customer experience. They faced challenges related to customer experience, efficiency, and scalability, impacting their ability to grow and serve their client base effectively.

Recognising the need for improvement, Zoopla identified key areas for transformation:

• Limited Customer Access: Their traditional 9-to-5, Monday-to-Friday sales model, reliant on a sales team, didn't align with the 24/7 nature of the estate agent business. A complex product set required sales agent intervention, leading to a fragmented customer journey.
• Inefficient Processes: High customer acquisition and service costs, frequent billing issues, and manual, inaccurate inventory checks hindered operational efficiency.
• Scaling Challenges: Growth was restricted by the need to increase workforce alongside product expansion and a highly variable sales cycle.

Zoopla partnered with Solution Junkies to address these challenges. Understanding that their B2B customer experience needed to match the B2C experiences those customers were accustomed to, Zoopla sought a solution that would empower their clients and streamline their internal operations. Solution Junkies recommended Salesforce Media Cloud.

Following a 3-month transition to Lightning and a 7-month implementation of Media Cloud and Communities, Zoopla launched a self-serve commercial portal.

Solution Junkies’ implementation enabled Zoopla to:

• Reimagine the Customer Journey: Align processes with acquire, grow, and retain strategies for optimal customer lifecycle management.
• Simplify Product Offerings: Streamline product and pricing structures, reducing errors and freeing the sales team to focus on delivering tailored solutions.
• Align Commercial Processes: Create a seamless customer experience by aligning end-to-end commercial processes.
• Implement Differentiated Service: Match influence and spend to customer requirements and Zoopla’s cost to serve.
• Reduce Complexity: Simplify organisational structure by minimising complexity, duplication, and inter-team handovers, creating a more efficient and scalable operation.