About customer
bbf is a leading international developer of premium real estate headquartered in Limassol, Cyprus, with operations across Cyprus, Greece, and other international markets. The company specializes in luxury properties and manages the entire investment lifecycle-from land acquisition and architectural design to construction, sales, and property management.bbf had already implemented Microsoft Dynamics CRM for its sales and leasing departments. While the system was technically "live," it wasn't being used effectively: deals were still being tracked in Excel, emails, and messaging apps. This made it nearly impossible to monitor progress or plan sales accurately.
Furthermore, sales managers working on-site had to return to the office just to enter client data into the CRM (despite mobile functionality being a core feature of Dynamics for years). This manual overhead hindered sales growth and created a deep-seated distrust of the system. Awara IT stepped in to realign the technology with the actual business requirements—a step often overlooked by other implementation partners.
Challenges and solutions
Over the course of 6 months, we overhauled the CRM strategy, prioritized business needs, and refined the system’s functionality.
- Building Trust: We held extensive meetings with leadership to rebuild confidence in the platform.
- Agile Collaboration: Regular sync-ups with the client’s team allowed for rapid feedback, immediate testing of new features, and pilot runs.
- User-Centric Design: we interviewed end-users to understand exactly why they were avoiding the CRM.
Key changes that brought the system to life:
- Cleaned Forms: Removed redundant fields and aligned the structure with real-world deal stages (from initial call to closing).
- Mobile-First Approach: Optimized the interface so managers "in the field" can enter data via phone or tablet instantly.
- SAP Integration: Developed a robust two-way integration with SAP for real-time data synchronization.
- Marketing Tools: Added client mailing lists and database segmentation features.
- Data Migration: Migrated and "scrubbed" historical data, providing BBF with a clean, multi-year history for the first time.
Results
- Single Source of Truth: 100% of leads and deals are now managed exclusively in Microsoft Dynamics 365.
- Advanced Analytics: Leadership now tracks real-time facts: lead processing speed, number of touchpoints, and performance volume per agent and property.
- Full Adoption: CRM usage among the sales team grew from 0% to 100%.
- Increased Revenue: While lead-to-deal conversion wasn't systematically tracked before, the move to a structured CRM has significantly boosted conversion rates and financial results.
- Data Integrity: Empty fields have been drastically reduced through better manager discipline and high-quality data migration.
Today, Awara IT provides ongoing support and development for BBF’s CRM, ensuring the system continues to evolve alongside their international expansion.
