Customer Experience-Century

Delivering Seamless Buyer Experiences Beyond Sales

Powered by Habytat CX × Salesforce Integration

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Developer Overview

Century Real Estate is a multi-project real estate developer operating across high-growth markets, managing thousands of customer interactions across sales, post-sales, and handover stages. As project scale increased, leadership recognized that customer experience—not just sales—was becoming a key brand differentiator.

Transform Customer Experience

Transform Customer Experience

Scale Complexity

Managing thousands of customer interactions across sales, post-sales, and handovers.

Experience Priority

Leadership identified customer experience as a critical brand and growth differentiator.

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Despite strong CRM adoption, Developer faced CX gaps after booking

Unify Customer Experience Now

Unify Customer Experience Now

Disconnected Touchpoints

Disconnected customer touchpoints across teams

Manual CX Tracking

Manual tracking of post-sales requests and complaints

No Unified View

No single customer view inside Salesforce

Delayed Responses

Delayed responses impacting customer satisfaction

CX Visibility Gaps

Limited visibility into CX performance and SLAs

Handover Escalations

Escalations rising during possession and handover phases

Habytat Customer Experience Platform × Salesforce

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Curated Formats Designed for Senior Industry Leadership

See CX in Action

See CX in Action

Salesforce CX Integration

Unified customer data synced in real time across Salesforce teams.

Omni-Channel Customer Communication

Centralized conversations across calls, WhatsApp, email, and in-app touchpoints.

Ticketing & SLA Automation

Automated ticket workflows ensuring faster resolution and SLA compliance.

Customer Payment Journey Dashboards

Real-time visibility into payments, milestones, and customer engagement status.

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Key Capabilities Implemented

Team Member

Team Member

Team Member

Team Member

Team Member

Team Member

CX Journey Mapping

Mapped buyer touchpoints from booking to possession.

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Measurable CX Impact

Clear performance metrics showing faster resolutions, higher satisfaction, and improved customer trust.

View CX Results

View CX Results

Customer Response Time

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faster resolution

CX Ticket Closure Rate

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improvement

Customer Escalations

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CSAT / NPS Scores

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improvement

Internal SLA Compliance

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Manual Follow-Ups

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CX Transformation Outcomes

Unified Salesforce

Salesforce remained the single source of truth

Structured Workflows

CX workflows became structured and predictable

Proactive Communication

Customers received proactive, transparent updates

Real-Time Visibility

Leadership gained real-time CX visibility

Automated SLA

SLA adherence improved through automated tracking and alerts

Faster Resolution

Escalations reduced with faster, data-driven resolution workflows

Client Testimonial

Client Testimonial

Seamless Salesforce-integrated CX app revolutionized our Luxury Real Estate experience—boosting NPS by 35%, CSAT to 92%, and reducing response time by 50%.

NIRMAL KUMAR V

GM - Strategy & IT

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