Real Estate & Property
Realcomp
A support migration built around real help-desk behavior.
Realcomp needed Salesforce to replace a legacy CRM while preserving the realities of MLS member support, phone intake, web forms, knowledge, and historical case context.
Operating challenge
Support work arrived through calls, web forms, feedback links, report-bad-data flows, email, and chat. The old process relied on agent, office, listing, problem-log, and knowledge-base context that had to survive the move.
What Lodestone shaped
- Mapped agents, offices, cases, problem logs, reported logs, and knowledge-base structures into Salesforce.
- Designed intake patterns for RingCentral, web-to-case, support email, and future chat handling.
- Coordinated migration and cutover planning around live operations, testing windows, and customer-care training.
Resulting direction
- Support teams gained a clearer path to centralize calls, emails, web forms, and member issues in Salesforce.
- Legacy CRM data migration planning accounted for ongoing case volume and hard cutover timing.
- Critical workflows such as notification-on-complete and problem-log handling were surfaced before launch.
Profile context
MLS and real estate data services
Member-driven real estate technology organization supporting listing data, broker access, and analytics.
Meet the people behind connected delivery.
Explore the leadership and specialist responsibilities that connect business priorities, architecture, and implementation.