How PropertyGuru delivers a superior client experience with Aircall

Whether you’re searching for a new rental or buying for the long term, the process can feel daunting, confusing, and overwhelming.

From finding listings to negotiating and closing (not to mention that both asking prices and demand keep rising), that’s where PropertyGuru comes in.

PropertyGuru’s goal is to make the home-buying and selling process transparent and straightforward for buyers, renters, investors, and estate agents alike. Since its founding in Singapore in 2007, the company has grown to operate in five housing markets including Singapore, Malaysia, Vietnam, Thailand, and Indonesia.

PropertyGuru helps customers find their next home by sharing the latest property listings, providing mortgage services in Singapore and market reports, and offering exposure opportunities for estate agents.

Puneet Agrawal, Head of Operations for the FinTech business unit, oversees PropertyGuru Finance’s sales processes and business systems. He turned to Aircall for his team’s first complete business phone solution. Today, together with Aircall’s team in Singapore, Puneet has built a streamlined customer communication framework for home buyers looking to finance their next property purchase.

The Importance of Voice Communication for Quality Customer Experience

PropertyGuru Finance works with estate agents and directly with customers and businesses to help customers finance their property purchases. This can be a lengthy and challenging process and, as such, PropertyGuru Finance’s customer-facing teams aim to ensure their customers navigate this process correctly, smoothly, and with as little stress as possible.

As Kendrick Quek, PropertyGuru Finance’s Sales System & Process Manager, explains, “It’s about whether the client is able to make a more informed decision after speaking with us as we provide unbiased advice to the client by first understanding the requirements and the client's situation before presenting a range of mortgage options.

Naturally, maintaining regular contact with the customer throughout the financing process is essential for delivering a high-quality customer experience. This contact may include communication via email, WhatsApp, and phone calls.

“The phone can come in at any point. We have specific touchpoints that must be completed, such as the initial call with the customer or the consultation with the mortgage expert. But if a client hasn’t uploaded their documents after a few days, for example, we’ll follow up by phone to make sure everything is alright.”

Despite the importance of phone communication in customer experience at PropertyGuru Finance, they didn’t always have a business system in place. Before implementing Aircall, PropertyGuru Finance relied solely on their mobile phones and WhatsApp to communicate with clients.

As a result, phone conversations were not automatically logged in their CRM, meaning this couldn’t serve as a true source of truth. They also had no way to record calls for training or quality monitoring purposes.

After exploring and testing other VoIP solutions and running a successful POC with Aircall, PropertyGuru Finance chose Aircall as the contact centre platform to take their customer experience to the next level.

Using Aircall’s Salesforce Integration to Ensure a Consistent Customer Journey

PropertyGuru Finance’s team wanted a VoIP system that would help them keep track of customer interactions so they could easily review past calls, identify and learn from successes and challenges, and ensure process adherence throughout the mortgage journey.

Puneet knew that to meet these criteria, such a system would require deep integration with PropertyGuru Finance’s CRM, Salesforce. This is what led them to Aircall. Aircall’s Salesforce integration not only allows sales reps to make and receive calls directly within Salesforce, but also automatically syncs all call logs, call recordings, tags, and notes. As Puneet explains, “Our CRM is our single source of truth, so when it came to phone communication, we really wanted to be able to capture that data.”

Aircall’s Salesforce integration also enables automations based on call logs. For example, a lead can only move to the next stage if the required phone touchpoint has been logged in Salesforce, ensuring that all necessary touchpoints have been completed by the PropertyGuru Finance sales team. This has been invaluable for making sure every customer receives the same high standard of service the FinTech unit is known for, and that this is accurately reflected in their CRM.

“Logging calls in Salesforce helps us to streamline our process. For example, if there’s no call log at a particular lead status, you can’t move them on to the next stage. So having a system like Aircall is instrumental when we’re working on projects like this as it helps us ensure our processes are implemented and our teams are efficient,” Kendrick says.

Using Call Recordings for Effective Coaching

When asked which Aircall features have had the greatest positive impact on PropertyGuru Finance, beyond its powerful Salesforce integration, Kendrick’s answer was clear.

By using Aircall’s automatic call recordings, PropertyGuru Finance can always see the full picture of their team’s call performance. This allows them to address any issues as they arise with further training, ensuring all team members deliver the highest quality customer experience.

“The call recording feature allows us to assess the quality of the conversations we’re having with our clients. From there, we can improve our pitches and adapt our tone accordingly. Now that we have visibility, we can also coach team members more effectively,” Kendrick says.

Building a Fairer Real Estate Industry

We want to be the go-to PropTech company for any needs related to home ownership in Southeast Asia,” Puneet says.

Now that PropertyGuru Finance partners with Aircall, they can focus on what matters most: providing homeowners and home seekers with smart, honest advice. Whether the consumer is looking to buy or to refinance, our mortgage experts are here to guide our customers by helping them understand their affordability and providing all the resources they need for a stress-free home financing journey.

Find out more about how Aircall can help you streamline your processes, create a stronger onboarding experience—and ultimately spend less time on admin and more time achieving your business goals. Book a demo today!