Transforming Domain Group's Real Estate Platform with Salesforce Media Cloud

Domain Group is facing several challenges:

• Extensive and decentralised product catalogue

• Fragmented and inefficient sales processes slow down product launches and price updates.

• Manual processes and lack of system integration for product activation and provisioning lead to delays in customer product fulfilment.

Domain Group’s objectives include

• Centralisation and Streamlining: Simplify and rationalise the product catalogue, improving the time-to-market for product changes and pricing.

• Sales Process Optimization: Consolidate and automate sales processes to eliminate redundancies.

• Operational Efficiency: Automate order fulfilment through seamless product activation and provisioning.

To achieve these objectives, Domain Group engaged in a multi-year program of incremental releases to deploy Media Cloud across all its business units. The initial phase focused on implementing Salesforce Media Cloud for their “Business for Sale” listing product. This initial release encompassed the whole value chain foundational work.

• Implementation Scope: Salesforce Media Cloud was rolled out for the “Business for Sale” listing product, enabling product modelling, configure-price-quote (CPQ) functions, product decomposition and order management/orchestration.

• Agile Delivery: The project followed a strict agile approach, with continuous deployment into production and frequent scope prioritisation.

• Cross-Team Collaboration: Domain Group took a collaborative approach with close integration across various teams, including Integration, Change Management, Billing, and Training. FLO provided expert guidance as a dedicated delivery partner and the Media Cloud specialist, working with Domain to develop streamlined sales processes.

• Knowledge Transfer: FLO focused on enabling Domain’s internal teams by embedding best practices and holding fortnightly knowledge-sharing sessions across teams to build in-house expertise for future Media Cloud initiatives.

• Platform Foundation: The initial release delivered a platform foundation enabling the rollout of all Domain Group’s product lines onto the new platform. This included product modelling, customer journey build (new customer, modify, cancel, suspension), new customer quote development (DocuSign), and order fulfilment in downstream systems.

The program was governed with an agile framework. Each delivery team had a dedicated Product Owner, while Domain Group retained overall governance and control of the end-to-end architecture. This structure allowed for a highly collaborative environment with shared accountability and rapid decision-making.

FLO played a vital role in delivering the Salesforce Media Cloud platform. FLO deployed a lean and fully dedicated team that integrated with Domain Group’s internal teams to ensure smooth delivery, focusing on the end-to-end delivery such as scope prioritisation, solution architecture, integration architecture, requirements development, testing practices and production deployment.

• Enterprise Product Catalogue (EPC): Centralized product management for a more streamlined product catalogue.

• Configure-Price-Quote (CPQ): Enhanced sales automation with dynamic quoting and configuration tools.

• Sales Processes: From Lead through to Order Management, including new DocuSign Quote process and automation built into each customer journey.

• Order Management and Orchestration: Automated and simplified order fulfilment processes across various systems, reducing lead times and operational costs.

Through this initial release of Salesforce Media Cloud for the “Business for Sale” listing product, Domain Group achieved:

• Optimised Product Build: One product validated within the Media Cloud Product Designer. Best practices implemented for product design. 

• Sales Process Optimization: A faster, more streamlined sales process with reduced manual intervention and improved user experience.

• Order Fulfillment Automation: Reduced fulfilment time by automating product activation and provisioning.

• Knowledge Building: Empowered Domain Group’s internal teams with the knowledge and capability to manage and scale Media Cloud solutions independently in future phases.

The successful implementation of Media Cloud laid a strong foundation for Domain Group to continue its digital transformation journey across all product lines, with scalability and efficiency at the core of its future roadmap.