Case Study: Zillow doubles sales productivity and transforms the home-buying experience with Salesforce

Zillow transforms real estate with new ways to buy and sell

Zillow, the leading online real estate and rental marketplace, needed to simplify and modernize the complex home‑buying and selling experience for today’s on‑demand consumers. With thousands of daily sales and service interactions and a new business line (Zillow Offers) to scale, the company required an integrated, customer‑centric platform to turn vast home and user data into actionable insights, personalize experiences, and streamline operations.

Zillow implemented Salesforce (Sales Cloud with High Velocity Sales and Einstein, Service Cloud, and Pardot) to automate workflows, prioritize leads with AI, and centralize marketing and case management. The changes doubled daily call capacity for sales reps (from ~65–90 to 150+ calls), improved conversion and productivity through lead scoring and cadences, and enabled rapid scaling of Zillow Offers (expanding to 21 markets within 18 months), while giving marketing and service teams unified access to data and content.

Zillow

Jeremy Wacksman

President