Oberoi Realty - Project Delight

The Problem: In real estate business, customer life cycle is typically 3+ years. During this cycle, a lot of interaction happens with customers regarding invoices, receipts, interest charged, outstanding balance, etc. All this interaction was happening manually earlier, and was individual dependent. There was no organized, single view of customer data, which led to lots of human errors and lack of accountability.

The Solution: There was a genuine need to centralize customers database to enable quick and easy access to data, for better lead management and customer interactions. The company had already implemented SAP R/3 earlier, and decided to go with SAP's CRM offering as well.

The Result: The CRM offers single view of customers, providing information from initial prospect inquiry to flat booking and finally flat possession. Seamless integration of CRM with R/3 SD module as regards the Sales order, Billings, receipts. Both pre and post-sales activity are captured in CRM, which was missing in R/3. Customer communication is more proactive, timely and structured, leading to enhanced productivity, lower TAT, lesser errors, and better data and records management. Costs are less due to lesser manual/people dependency, and there's better audit compliance as data is system generated.