RLC Residences, a leading real estate developer under Robinsons Land, has partnered with global technology giant Salesforce to enhance its customer service through advanced data-driven solutions. With support from Appistoki, a digital infrastructure expert, this collaboration marks a crucial step in RLC Residences’ journey towards digital transformation, focused on delivering personalised customer experiences.
“This partnership started with one vision in our minds—delivering a customer-first approach across all touchpoints, ensuring that every encounter—from the first inquiry to long after move-in—is a delightful experience,” said Chad Sotelo, Senior Vice President and Business Unit General Manager of RLC Residences and Chief Marketing Officer of Robinsons Land. “This partnership with Salesforce and Appistoki brings us closer to our vision of creating homes and experiences that resonate deeply with today’s discerning homebuyers.”
By leveraging Salesforce’s platform, including Data Cloud, Customer 360 applications, and the AI-powered Einstein technology, RLC Residences aims to streamline operations and improve customer interactions. Appistoki’s expertise will help integrate these tools to further enhance every critical touchpoint. As a result, the company hopes to deliver a more personalised, seamless journey for homebuyers, owners, and investors alike.
Using technology to redefine customer journeys
One key element of this partnership is the use of Salesforce’s Data Cloud, which allows RLC Residences to unify customer data from various sources in real time. This enables the company to create personalised customer experiences while offering real-time analytics. This level of personalisation helps RLC Residences anticipate customer needs, resolve pain points, and enhance overall satisfaction throughout the buying and ownership process.
“RLC Residences is redefining the residential property market through elevating their customer experience with the power of the Salesforce Platform,” said Sujith Abraham, Senior Vice President and General Manager of Salesforce ASEAN. “RLC Residences is using our data meshing capability to unify their customer data across Salesforce and other data sources, through zero copy, to build a more unified view of their customer. This sets the foundation for personalised journeys at scale underpinned by AI.”
With improved data integration, RLC Residences will have a better understanding of each customer’s journey. By addressing customer needs before they arise, the company will ensure that every interaction, from the first inquiry to after-sales support, is smooth and personalised. This approach sets a new standard in customer service for the residential property market.
Abhijeet Kulkarni, Co-Founder and CEO of Appistoki, highlighted the impact of the Salesforce ecosystem, saying, “Our firm has been fortunate to experience the amazing innovation in the Salesforce ecosystem with Data Cloud & AI. We are excited to play our part and see it take shape at RLC Residences. We look forward to making this initiative a landmark project in the industry.”
Future-proofing real estate with digital transformation
The implementation of Salesforce’s technology is expected to improve more than just customer experience. It will also lead to greater operational efficiencies, reducing costs and boosting productivity. RLC Residences anticipates that automating various processes will significantly reduce service resolution times and increase customer satisfaction. In addition, this digital transformation is likely to strengthen customer loyalty and improve investor experience, enhancing the brand’s overall value.
RLC Residences is the first real estate developer in the Philippines to fully embrace end-to-end customer personalisation at scale. With Salesforce’s advanced AI and data capabilities, the company is well-positioned to adapt to rising customer expectations and changing market trends. This forward-thinking approach ensures that RLC Residences remains competitive and continues to offer unparalleled value to both residents and investors.
With its commitment to innovation, RLC Residences is not only improving customer journeys but also redefining the real estate landscape. By focusing on personalised experiences and operational efficiency, the company is setting a new benchmark for real estate in the Philippines and beyond.
