Real Estate Digital Ecosystem

I led the design, management, and evolution of real estate sales and after-sales applications, aligning technology, processes, and user experience.

Full control over the digital operations of real estate advisors.
Significant reduction in errors, service times, and prevention of ethical risks.
Substantial improvement in customer experience, evidenced by internal surveys and feedback.
Scalable, agile digital ecosystem ready for further iterations and enhancements.

I conducted workshops with sales, marketing, and administration teams to identify key insights and translate them into clear functional requirements.
Functional design of an automated dynamic apartment quoting calculator with payment and credit schemes, including sending, consultation, and printing functions.
Creation of databases for record management and real-time customer tracking within CRM, CMS, and ERP systems.
Validation of applications with users in showrooms and model apartments, ensuring their relevance, functionality, and optimal user experience

Digital transformation of commercial and after-sales processes.
Lack of visibility and control over the operations carried out by real estate advisors.
Improve customer experience at points of sale and across digital platforms.
Business processes aligned with regulatory compliance and international ISO standards.

Improved financial control over down payment transactions and ensured information availability for payment administration and real estate deed formalization processes
Legal and regulatory compliance across all applications and digital documentation.
Traceability of prospective clients for investment-oriented real estate purchases, facilitating monitoring and analysis of the sales cycle.

Creation of a CMS interface for managing mailing and document templates, renders, and discount schemes.
Integration between CRM, CMS, ERP, and application form to:
- Display available developments and locations.
- Include bank references, list prices, and complementary data for tracking payments and down payments.
- Centralize customer data.
- Automatically generate a final payment plan customized for each client.

Validation with the legal team of regulatory compliance for notes and disclaimers in documents generated by the applications, ensuring adherence to the legal framework in Mexico for property sales.
Design and development of strategic features for the automation of the “Letter of Intent to Purchase” document.

Standardization of the complaint handling and follow-up process, in accordance with ISO 10004, ISO 9001, and PROFECO regulations.
Collection of insights from key users across departments with customer touchpoints to define web form catalogs based on the source of the complaint or suggestion, and to establish service level agreements (SLAs) by request type.

Compliance with ISO 9001:2015 requirements during certification audits of the business unit in the Mexico City and Guadalajara regions.
Traceability of customer service follow-ups and customer satisfaction, with KPIs for measurement and improvement.