SALES · CUSTOMER JOURNEY

From first touch to handover

2,840 customers in motion · 62 day avg journey · 7% drop at Reservation stage

Journey Flow Overview

End-to-end customer movement · live

animated

Lead

2,840

customers

conv

100%

drop

avg

rev

₦35.2B

Contacted

1,820

customers

conv

64%

drop

36%

avg

rev

₦22.6B

Inspection

1,032

customers

conv

57%

drop

43%

avg

rev

₦12.8B

Reservation

482

customers

conv

47%

drop

53%

avg

rev

₦6.0B

Payment

318

customers

conv

66%

drop

34%

avg

rev

₦3.9B

Allocation

264

customers

conv

83%

drop

17%

avg

rev

₦3.3B

Documentation

218

customers

conv

83%

drop

17%

avg

18d

rev

₦2.7B

Completed

198

customers

conv

91%

drop

avg

14d

rev

₦2.5B

Active Journeys

2,840

Avg Journey

62 days

-8d YoY

Completion Rate

48%

+6pp

Biggest Drop

Reservation

-53%

Vertical Journey Map

Live stage flow

Lead

2,840 customers · avg day 0

to next

100%

Contacted

1,820 customers · avg day 2

to next

64%

Inspection

1,032 customers · avg day 7

to next

57%

Reservation

482 customers · avg day 14

to next

47%

Payment

318 customers · avg day 22

to next

66%

Allocation

264 customers · avg day 30

to next

83%

Documentation

218 customers · avg day 48

to next

83%

Completed

198 customers · avg day 62

to next

91%

AI Bottleneck Detection

Inspection → Reservation

53% drop · Customers cite long approval wait

Payment → Allocation

17% drop · Title verification adds 4 days

Documentation

Slowest stage · 18 days avg · target 10

Journey Completion

48%

complete

Avg Time per Stage · Days

Customer journey velocity

Journey Heatmap · Stage × Estate

Density of customers in flight

Lead

Cont

Insp

Rese

Paym

Allo

Docu

Comp

Lekki Pearl

Abuja Hills

Eko Bay

Ibeju City

Kuje Heights

PH Marina

Journey Comparison

Top performing vs slow

Lekki Pearl

42 days

Fast track · digital docs

Abuja Hills

58 days

Standard

Enugu Skyline

94 days

Slow · title issues

Revenue Impact by Journey Stage

Quantified financial cost of every bottleneck

₦690M at risk

Inspection → Reservation

₦480M

Revenue lost

53% drop

Payment → Allocation

₦126M

Collections delayed

17% delay

Documentation

₦84M

Cash-flow trapped

18-day avg

Waterfall · gold bars show customers remaining · red line shows drop-off magnitude

AI Recommendation Center

Practical, ranked, revenue-aware

Increase inspection follow-up within 48h

Critical

Higher reservation conversion

Impact

+9% reservation · +₦182M

ETA

2 weeks

Confidence

94%

Automate documentation reminders

High

Reduces idle time

Impact

-6 days completion · +₦62M

ETA

3 days

Confidence

91%

Add 2 legal officers to docs queue

High

Clears backlog

Impact

18% faster handover

ETA

6 weeks

Confidence

87%

Boost inspections in Abuja Hills

Medium

Highest convert rate region

Impact

+₦84M Q4

ETA

1 week

Confidence

82%

Diaspora payment plan upgrade

Medium

UK buyers stall at payment

Impact

+₦128M unlock

ETA

4 weeks

Confidence

79%

Reservation deposit reminder bot

High

Recovers stalled deposits

Impact

+₦46M cash inflow

ETA

2 days

Confidence

88%

Customer Activity Heat Calendar

Stage intensity by weekday

Mon

Tue

Wed

Thu

Fri

Sat

Sun

Inspections

124

Reservations

Payments

Allocations

Documentation

Low

PeakSaturday is the operational peak day · 124 inspections

Journey Velocity · 12-month trend

Avg days from lead to completion

-16d YoY

AI Commentary

-21% journey time

Digital onboarding (Mar) shaved 4 days off Contact→Inspection.

Q3 milestone

e-Signature deployment cut Reservation→Payment by 3 days.

Watch

Documentation stage still drags · isolate the 18-day bottleneck.

Estate Journey Performance

Ranked by composite score

Estate	Complete %	Avg Journey	Reservation %	Payment Conv	Docs Speed	CSAT	₦/Customer	Score
Lekki Pearl	62%	42d	58%	88%	14d	4.8	₦18.4M	96
Abuja Hills	58%	48d	54%	86%	16d	4.7	₦15.2M	92
Eko Bay	54%	52d	52%	84%	18d	4.6	₦22.4M	88
Ibeju City	48%	64d	46%	78%	22d	4.4	₦12.8M	78
PH Marina	42%	68d	42%	74%	24d	4.3	₦14.6M	72
Kuje Heights	38%	72d	38%	72%	26d	4.2	₦9.2M	66
Enugu Skyline	28%	94d	30%	62%	38d	3.9	₦8.4M	48

Journey Time Analysis

Days spent between every stage · benchmarks shown

Lead → Contact2d / benchmark 3d

Contact → Inspection5d / benchmark 5d

Inspection → Reservation7d / benchmark 5d

Reservation → Payment8d / benchmark 7d

Payment → Allocation8d / benchmark 6d

Allocation → Documentation18d / benchmark 10d

Documentation → Completed14d / benchmark 12d

BenchmarkOn-trackWatchCritical

Predictive Journey Forecast · Next 30 days

AI · 91% conf

Completions

218

+12%

Likely drop-offs

-6%

Delayed payments

Revenue closing

₦582M

+18%

Docs backlog

-8

Allocations

312

+22%

Customer Segment Performance

Behavior by buyer type

Investors

Avg days54d

Revenue₦182M

Completion78%

Drop-off12%

Avg ticket₦24.4M

First-Time Buyers

Avg days84d

Revenue₦142M

Completion42%

Drop-off28%

Avg ticket₦8.6M

Corporate Clients

Avg days48d

Revenue₦238M

Completion82%

Drop-off8%

Avg ticket₦42.8M

Diaspora Buyers

Avg days62d

Revenue₦164M

Completion68%

Drop-off14%

Avg ticket₦18.2M

Institutional

Avg days38d

Revenue₦284M

Completion94%

Drop-off4%

Avg ticket₦68.0M

Executive Journey Summary

AI-generated narrative · Q3 review

Customer journey efficiency improved by 8% this quarter, with average lead-to-handover time falling to 62 days from 70. Reservation remains the highest drop-off stage, reducing projected revenue by ₦480M. Documentation continues to be the slowest process, averaging 18 days against a 10-day benchmark. Abuja Hills and Lekki Pearl outperform the portfolio average with composite scores of 92 and 96 respectively. Enugu Skyline lags due to title verification delays and warrants intervention.

Recommended actions

Increase follow-up after inspections — +9% reservation conversion
Accelerate documentation review with 2 additional legal officers
Allocate dedicated diaspora payment lane (UK/US)
Prioritize high-value reservations >₦20M with concierge tier

Q3 composite delta

+8.4%

vs Q2 baseline