Luxury Custom Home Builder Makes Customers Feel Right at Home with Salesforce CRM and Marketing Cloud

The search began for a solution that could help guide them to the next level. After reviewing several vendors, Starwood chose MST Solutions (MST), a leading CRM and marketing automation consulting provider.

“We chose MST because they were organized, listened to our problems, and came up with innovative solutions that were tailored to our needs,” noted Vega. “Our team was really impressed at the amount of personalization and customization that MST offered after our initial meeting and consultation. The other companies we interviewed gave generic solutions, and their proposals and plans weren’t specifically tailored to us.”

From the Old School to the Modern Digital Age

Starwood’s leadership has always emphasized the importance of a family atmosphere for both staff and customers. With business booming, it was even more important to make sure they kept a personal, one-on-one feel during every interaction.

When leads came, whether by phone, website, or referral, the process was manual and outdated. Starwood knew they needed an easier and way to automate the pre-qualification process and manage incoming leads.

“We had an old school way of going about things before Salesforce. Our sales process needed to be brought into the digital age,” noted Vega. “This is where MST came into play. They helped us enter the digital age with Salesforce CRM so we could keep up with the high demand we were experiencing.”

With Salesforce, Starwood’s sales team can easily pre-qualify prospects and receive those updates instantly from any device. The sales team is thrilled to have all of this automation right at their fingertips. Not to mention, the automation and processes that happen in the background save time and help them build a better relationship with their clients.

“MST tailored Salesforce to our unique needs by aligning the solution to exactly how our sales team works. Everything they’ve done for us has truly been a game changer,” said Vega.

Flying High in the Marketing Cloud

Once everything was set up on the sales side, it was time to focus on marketing and implementing Salesforce Marketing Cloud.

MST worked closely with Vega to understand their customer’s journey and help build a solution that would meet their exact needs. Custom home building can take months, even years—from getting building permits to finding a lot to obtaining funding. It’s a unique experience for each person or family, and there are a multitude of variables and phases. During this often drawn-out process, it is critical to make clients feel that they are being cared for through each phase of the project.

The data relating to prospective leads and our current clients was not available prior to working with MST. Now, Vega can see an overview of all of that information and act on it, which is helpful from a sales and marketing standpoint.

She is thrilled to now have the ability to send out personalized marketing campaigns that are in sync with the home building timeline and nurture Starwood’s clients every step of the way. “Our customer journey is night and day compared to what it was previously.”

The feedback they’ve received has been positive as campaigns provide helpful tips and insights during the home buying experience and clients feel connected to the Starwood team throughout the process of building their dream home.

A Transformational Experience

Starwood is now running on a fully automated sales and marketing system. Vega, who originally focused solely on the company’s marketing efforts, has found that her role has transitioned to include assisting on the sales side as well.

“MST has made a positive impact on Starwood’s success,” said Vega. “They’ve made my sales team’s life easier because everything is now automated and tailored to our current sales process. They’ve also made it possible for us to gain even better insight on our clients and analyze this valuable data to create a more comprehensive strategy within our sales process.”

Vega was also impressed with the support they received from MST, noting that, “MST went above and beyond for us. Their project managers, who were skilled in both sales and marketing, ‘spoke our language’ and supported us every step of the way.”

Starwood’s sales and marketing efforts have been completely transformed. By embracing innovative solutions that answered its organizational challenges, the company can offer an experience unlike any other, living up to the company’s mission of “family first.”