How Ray White Corporate embraced digital transformation

The pandemic saw many industries shift to online platforms, one of them being the real estate industry. Since moving many of its processes online, Ray White Corporate have enhanced the customer experience for tenants and owners.

Matthew Sabin, customer experience manager at Ray White Corporate explained to Digital Nation how they continue to embrace technology in a post-pandemic world.

He said now that Ray White uses various platforms and technology it has improved CX for both sellers and buyers.

“They might be based in rural New South Wales, people aren't going to go inspect the property or go on-site for an auction, those will be done virtually,” he said.

“Our technology has improved significantly since the pandemic, it's a much better experience for both our buyers and sellers if they were in that situation.”

During the pandemic, Ray White introduced a platform that allowed its offices and agents to easily refer a customer to another agent that might be based in a different suburb, state or a different country.

He said, “I don't think any other agency is doing this, we’ve basically built the technology where it's a couple of clicks of the button and then the referral goes to somebody who can assist that customer in that local area.”

Because of this technology, Ray White sees themselves as more of a technology and consulting company that offers members access to these platforms.

“The acceleration of the digital technologies brought on by the pandemic, along with the expectations of our brand also meant that the members in our network, our franchisees do expect the best digital solutions that are that are available,” he said.

“We continue to pioneer digital solutions that haven't been seen before in the real estate industry to help provide our members with a competitive edge. For us, the main thing is all around digital transformation and both customers and the members of our network are a lot more digital and tech-savvy.”

This uptake of technology has meant the staff at Ray White Corporate have become more fluent in these digital tools.

“The technologies that we've implemented as a result of the pandemic, it's allowed us to continue to provide exceptional service to these customers that are in that situation,” he said.

“Our business is so large, we're the largest real estate agency in Australasia, we are able to take advantage of our size and our scale to help clients who may either be looking to buy or sell property outside of their local area.”