Glacier Club In-House Sales App:

Busting silos is an absolute necessity for creating high-quality customer service and memorable customer experiences. Step one to tearing down silos at The Glacier Club, a high-end residential golf property in Durango, CO., was making employees aware of the interdependence between departments. Using a flow chart to visually illustrate each department’s (and employees’) contribution to exceptional customer experiences was key to gaining continued buy-in and collaboration.

The in-house sales app had 2 main focal points:

Real Estate, online interaction with the clients was designed to create an emotional connection to the land, by allowing potential buyers to visualize themselves on their property and then see the surrounding adventures that awaited them in their own backyard.

The Discovery Package, headed by Glacier’s Membership Manager, communicated with the clients, made all their reservations, and asked for details about the client’s family and their lifestyle. Including if they had small kids, so we could have stuffed animals and T-shirts in their room when they arrived!

1. 1. Client information was uploaded to the sales app and calendar for all departments, starting with the client’s arrival at Glacier’s gate, to their dining experience, and every interaction between the client and Glacier staff.
   2. Glacier realtors knew where their clients were physically located on the property at  all times, which allowed them to choose appropriate times (and places) to interact with them. The clients appreciated the special treatment they received, making it easy for realtors to close deals.