The peak body for the real estate profession in Western Australia, the Real Estate Institute of Western Australia (REIWA), has upgraded a number of its sites with ground-breaking integrations from Australia-based Salesforce implementation partner, Mav3rik. The REIWA team chose Salesforce Experience Cloud and CMS for the agile-led business transformation project. The project went through a staged deployment, which was launched in 2021 and was the first major deployment of Salesforce CMS in the APAC region.
With nuanced and sector specific structures for membership, pricing and content sharing, the upgrade needed to streamline a number of processes for a range of different users. REIWA and Mav3rik re-imagined a totally new user experience, adding self-service functionality.
Before the upgrade, internal teams were receiving a high level of email queries from members who needed to access content, update their information, order products, generate reporting and so on. Without self-service functionality each request had to be resolved manually, creating bottlenecks for the team.
“Our ambitious expectations for UX and UI, coupled with limited flexibility around front-end design, meant Mav3rik used both standard and custom features to balance visual design goals with compatibility in the back end. It wasn’t just out of the box implementation and it was very much about breaking new ground together,” Michael Bailey, Executive Manager ICT at REIWA said.
Mav3rik designed self-service functionality, enabling users to access and update information, browse and enrol in courses, manage subscriptions, run reports, order products and make payments, all from one user-friendly site. For external users, this improved member experience and for internal teams, a reduction in back-end administration and more flexibility and control has improved time-efficiencies.
“We’re delighted to partner with REIWA in the first major deployment of Salesforce Experience Cloud and CMS in APAC. Professional membership bodies are complex environments and improving the member journey was a critical factor in this implementation. Through creating a single consolidated interface, we’ve dramatically improved the member experience and enabled both REIWA’s members and employees to transform the way they work,” Richard Enojas, Co-Founder at Mav3rik said.
Mav3rik’s strategic architecture advice and best practice delivery allowed REIWA to maximise the deployment of Salesforce capabilities in an effective way. REIWA is able to tailor the right log-in to suit the activity of the user while ensuring complex security and access and visibility requirements are met. On the new site, REIWA has also been able to launch an accreditation program, which allows members to track their progress for accreditation and CPD compliance, making it a truly one-stop site.
