# Sales Cloud Built Around People, Not Companies, for a Real Estate Partnership > A real estate partnership needed a CRM that understood its clients are individuals: buyers, sellers, landlords and investors, not corporate accounts. We implemented Sales Cloud with Person Accounts, set up the pipeline, users and reporting, and gave the partners one view of every client relationship. - Source: https://synconai.com/case-studies/real-estate-partners-sales-cloud-person-accounts - Publisher: SynconAI (https://synconai.com) - Type: Case study - Evidence: Delivered client engagement. The client is anonymised; the industry, products and outcomes are theirs. - Organisation: An Australian real estate partnership whose clients are individuals buying, selling, leasing and investing in property - Industry: Real Estate & Property - Products: Sales Cloud, Salesforce Pro Suite, Person Accounts, Reports and Dashboards, Flow - Service: Salesforce Sales Cloud Consulting (https://synconai.com/salesforce-sales-cloud-consulting) - Reading time: 6 minutes ## In short We implemented Sales Cloud with Person Accounts for an Australian real estate partnership. Because its clients are individuals, each buyer, seller, landlord or investor is one Person Account holding their full history, every transaction is an opportunity on that person, partners own their own pipelines, and reports and dashboards show activity and results for each partner and the business. ## Key points - Choose Person Accounts when your clients are people. Real estate clients buy, sell and invest as individuals, and forcing them into company accounts creates empty records and confused reports. - Decide the data model first. Person Accounts cannot simply be switched off later, so the choice is made deliberately at the start. - Put every transaction on the client. A person who sells and then buys is one relationship with two deals, and the record should show both. - Start compact. A focused QuickStart gives the partners a working CRM quickly and a clean base to extend. ## The starting position Real estate is a relationship business built on individuals. A partnership's clients are people: a couple buying their first home, a family selling to upsize, a landlord leasing an investment property, an investor building a portfolio over many years. The same person often comes back several times, in different roles, and the partnership that remembers them wins the next transaction. The partnership in this engagement wanted a CRM that worked that way. Its partners each look after their own clients and deals, and the business needed one place where every client relationship, enquiry and transaction was recorded, with a clear view of each partner's pipeline and of the business as a whole. Out of the box, Salesforce assumes you sell to companies. Every contact belongs to an account, and an account is normally an organization. For a business whose clients are almost all individuals, that model means creating an empty company record for every private client, splitting each person across two records and producing reports that count companies that do not exist. The first decision in this engagement was to avoid that. ## What we built ### 01 A client model built on Person Accounts We implemented Sales Cloud with Person Accounts, so each individual client is one record holding their contact details and their whole history with the partnership. Buyers, sellers, landlords and investors are all represented the same natural way, and the CRM reads the way the partners think about their clients. ### 02 Leads for every kind of enquiry Enquiries arrive as leads, whether the person wants to buy, sell, lease or invest. Qualified leads convert into Person Accounts with their opportunity, so nothing captured at the first conversation is lost. ### 03 Transactions as opportunities on the person Each property transaction is tracked as an opportunity on the client's record. A client who sells one property and buys another has both deals in one place, and the partner can see the full relationship before every conversation. ### 04 Users, roles and ownership We set up users and roles so each partner owns their clients and pipeline, with the visibility the business needs to see across partners. Ownership is clear from the first enquiry. ### 05 Reports and dashboards Reports and dashboards show enquiries, active deals and results for each partner and for the partnership, so the business can see where work is coming from and where it is closing. ### 06 A compact QuickStart The engagement was scoped as a QuickStart on Salesforce Pro Suite: a focused implementation that gives the partnership a working CRM quickly, on a foundation designed to be extended. ## A client relationship, end to end A couple enquires about selling their apartment. The enquiry becomes a lead, and once the partner has spoken with them, it converts to a Person Account for each of them, with the sale tracked as an opportunity. The partner manages the sale through the pipeline. During the sale, the couple mention they are looking for a larger home. A second opportunity, a purchase, is added to the same client record. When both transactions complete, the record shows the full relationship: two deals, one family, one partner. Two years later, they enquire about buying an investment property. The partner opens their record and sees the history before returning the call. That continuity is what the CRM was built to provide. ## Why the data model decision matters most Person Accounts are one of the few Salesforce choices that cannot be undone. Once enabled, they cannot be turned off, and they change how accounts, contacts, reports and integrations behave across the org. That is exactly why the decision has to be made deliberately at the start, with a clear understanding of who the business's clients are. For a real estate partnership, the answer is clear. Its clients are individuals, and the CRM should treat them as individuals. Getting this right at the start means every later addition, from property records to marketing integrations to automation, builds on a model that matches the business, instead of working around one that does not. The alternative, a company-account model with placeholder accounts for private clients, tends to look harmless at first and become expensive later. Reports count placeholder companies, duplicate records multiply, and integrations with marketing and property tools have to map around the mismatch. Choosing Person Accounts avoided all of that before it started. ## Designing for adoption by partners A CRM in a partnership only works if the partners use it, and partners are busy people whose priority is their clients, not data entry. The configuration was kept deliberately lean. **Fields that earn their place.** Only the information partners actually use when working with a client was included. Every extra field is a reason not to update the record. **A pipeline that matches the work.** Opportunity stages follow how a property transaction really progresses, so updating a deal reflects real progress instead of an abstract process. **Views that answer the partner's question.** Each partner sees their own clients and active deals first, which makes the CRM useful for their day instead of only for management reporting. **Reports leadership can trust.** Because the data model fits the business, the numbers in the dashboards describe real clients and real deals. ## What the partners can see each week The reporting was designed around the questions partners and the business ask regularly. **For each partner:** How many new enquiries came in this week, and how many still need a first conversation? Which deals are close to completion, and which have stalled? Which past clients might be ready for their next transaction? **For the partnership:** Where are enquiries coming from? How many deals are active across the business, and at what stage? How are results spread across partners? Because every client is a Person Account and every transaction is an opportunity on that person, these questions can be answered directly from the data. There is no need to reconcile company records with contacts or to explain why a report counts more accounts than the business has clients. The dashboards describe the real business, which is what makes partners willing to trust them and leadership willing to act on them. ## How we delivered it, end to end **Agree the client model first.** Person Accounts were confirmed as the foundation before anything else was configured. **Configure the essentials.** Leads, Person Accounts, opportunities, users, roles and ownership were set up around the partnership's process. **Build the reporting.** Dashboards for partners and the business were configured on the new model. **Hand over a working CRM.** The QuickStart delivered a usable system quickly, ready to be extended. ## The decisions that mattered **Person Accounts from day one.** The irreversible decision was made deliberately, and it fits the business. **Transactions on the client.** Every deal lives on the person, so relationships are visible across years. **Lean configuration.** Keeping fields and stages focused makes partners more likely to use the system. ## What changed | Area | Before | After | | --- | --- | --- | | Client records | No single CRM view of each client | One Person Account per individual client | | Enquiries | Captured inconsistently | Leads for buying, selling, leasing and investing | | Transactions | Tracked separately from the client | Opportunities on the client's record | | Ownership | Informal | Users, roles and partner pipelines | | Reporting | Assembled by hand | Reports and dashboards per partner and for the business | | Foundation | None | A Sales Cloud model ready to extend | ## What we would tell a real estate business starting this Decide who your clients are before you configure anything. If they are individuals, use Person Accounts from the start, because the choice cannot be reversed and it shapes everything that follows. Put every transaction on the client, keep the configuration lean enough for busy partners, and build reporting on a model that describes your real business. ## Questions ### What are Person Accounts and why use them here? Person Accounts combine an account and a contact into one record for an individual. Standard Salesforce assumes you sell to companies, which means creating an empty company record for every private client. Real estate clients are almost all individuals, so Person Accounts give each one a single, natural record. ### Can Person Accounts be turned off later? No. Once enabled, Person Accounts cannot be disabled, which is why the decision is made deliberately at the start of an implementation. For a business whose clients are individuals, it is the right long-term model. ### Can the partnership extend the CRM later? Yes. The QuickStart establishes the client model, pipeline, users and reporting. Property-specific records, marketing integrations and automation can be added on top without changing the foundation. --- SynconAI. https://synconai.com/case-studies/real-estate-partners-sales-cloud-person-accounts