Real estate in India is no longer just about square footage or prime location—it’s about the memories these spaces shape and the experiences they enable. So whether you're a builder, buyer, policymaker, or proptech  founder, the way forward lies in understanding not just what people need—but how they experience what is on offer. In this new era, those who lead with experience won’t just sell faster, they’ll shape the future of real estate.

Customer experience in real estate in India

How people feel and interact with developers, brokers, platforms, and spaces—throughout their property journey.

Digital transformation in real estate

Using tech like CRMs and automation to improve operations and customer value—but adoption is still low.

Key pressures driving the shift include

  • Rising operating costs.

  • Evolving buyer and tenant needs.

  • Siloed data and slow decision-making.

  • Underperforming legacy tools.

  • Increased ESG compliance.

  • Talent shortages and retention challenges.

Benefits of integrated digital transformation for experience

  • Operational efficiency through automation and real-time coordination, reduce the cost to serve.

  • Improved CX with faster and consistent service across channels.

  • Better decisions driven by data from sales, feedback, and usage.

  • Stronger collaboration across teams, brokers, legal, and clients.

Real estate customer experience in India

As the sector grows, CX is becoming a top priority. Homebuyers now value experience as much as the property itself.

AI-driven personalisation of homes

Bundled lifestyle services

Predictive maintenance

Community-building focus

AR for immersive property tours

App-based self-service platforms

Innovation that’s redefining real estate journeys

1.

Predictive and personalised CX

Real estate journeys now begin online—AI tools predict intent, personalise outreach, and enable seamless, omnichannel support.

2.

Proptech and smart solutions

AR/VR tours, digital transactions, and smart systems are transforming real estate into a seamless, tech-driven experience.

3.

Smart homes and IoT

Urban buyers want connected homes with app-based control, automation, and built-in smart infrastructure from day one.

4.

Resident apps and community CX

Post-possession apps boost engagement with smart services, AI-led support, and daily conveniences—turning communities into connected ecosystems.

What customers truly care about

Buyers seek emotional connection and lifestyle fit. Journey mapping helps developers design spaces that resonate beyond square footage.

Residential real estate: Key CX drivers

  • Project milestones & communication: Regular updates on construction progress, milestone achievements, and expected completion dates help manage buyer expectations and reduce anxiety.

  • Penalty clauses & guarantees: Offering contractual assurances or compensation for delays builds credibility and shows commitment to accountability.

  • Quality assurance at handover: Ensuring that the final product matches promised specifications (materials, layout, amenities) reinforces trust and satisfaction.

  • Post-handover support: Timely resolution of snagging issues and defects post-possession enhances the overall delivery experience.
  • Breakdown of costs: Providing a detailed cost sheet including base price, taxes, registration, maintenance, and other charges helps buyers make informed decisions.

  • No hidden charges: Avoiding surprise fees during the booking or possession stages is crucial for maintaining trust.

  • Price protection policies: Offering price protection or adjustment clauses in case of market fluctuations can reassure buyers.

  • Easy access to financial information: Digital tools or portals that allow customers to track payments, dues, and receipts improve transparency and convenience.
  • Virtual tours & interactive floor plans: Allowing buyers to explore properties remotely with immersive tools enhances engagement and decision-making.

  • Customisation options: Enabling buyers to choose finishes, layouts, or smart home features through digital configurators adds a personal touch.

  • AI-powered recommendations: Using data to suggest properties, financing options, or upgrades tailored to buyer preferences improves relevance.

  • Customer portals & mobile apps: Providing a centralised platform for updates, documents, service requests, and communication streamlines the experience and empowers buyers.

Rethinking tenant experience

Transparency

Clear communication on lease terms, operating costs, and service charges builds long-term trust. Tenants appreciate open access to financial and operational data that impacts their occupancy.

Flexibility

Adaptable lease structures, scalable spaces, and hybrid work solutions cater to evolving business needs. Flexibility in contract terms and space usage supports tenant growth and agility.

Partnership

A collaborative approach to problem-solving and space optimisation fosters mutual success. Tenants value landlords who act as strategic allies, not just service providers.

Empathy

Understanding tenant challenges, like economic pressures or operational constraints strengthens relationships. Responsive support and proactive engagement show genuine care for tenant wellbeing.

Accelerating CX through tech and trust

Accelerating CX in real estate
Strong and reliable backend systems and automation are key—every micro-moment, from document updates to follow-ups, builds or breaks customer trust.
Internal systems and tech stack
Before adopting new tech, ensure your foundation is integration-ready. True CX excellence comes from syncing CRMs, ERPs, automation, and smart tools—driving seamless service, transparency, and trust.
Meeting customers where they are
Omnichannel tech lets buyers move seamlessly across apps, stores, and platforms—driving loyalty through connected, effortless experiences.
Transforming CX with Salesforce
Imagine a homebuyer repeating their details at every touchpoint—frustrating, right? With Salesforce Customer 360, developers get a unified view of each customer’s journey, enabling personalised, seamless interactions. From AI-led lead scoring to real-time updates, Salesforce empowers teams to respond faster, predict needs, and deliver connected experiences that build trust and boost productivity.
Real estate CX in India: Challenges way ahead
Customer experience in Indian real estate faces key hurdles—fragmented communication, lack of transparency, manual workflows, limited personalisation, and regulatory delays. Poor coordination between sales and site teams further disrupts the journey. Addressing these gaps with integrated systems and proactive engagement is essential for building trust and loyalty.

Solving CX challenges with smart CRM: A case in action

A leading real estate firm overcame fragmented systems and poor coordination using Salesforce, transforming customer experience through:

  • Unified lead capture and enquiry integration: Leads and enquiries are captured centrally via WhatsApp, CTI, SMS, Facebook, websites, and social media platforms, ensuring faster follow-ups and comprehensive lead coverage.

  • Project matrix and inventory management: A single, intuitive interface provides structured visibility into project details, inventory, pricing plans, and milestones—reducing confusion and enhancing collaboration across teams.

  • Mobile-enabled milestone and booking dashboard: Real-time updates on project milestones, bookings, cancellations, and transfers help ensure timely payments and smooth customer interactions.

  • Built-in collaboration via chatter: Salesforce’s native Chatter feature improves coordination between sales and site teams, minimising booking errors and enhancing team communication.

  • Automated document and financial management: Generation of key documents (quotations, agreements, receipts, etc.) and automated calculation of charges, taxes, and offers ensures accuracy, reduces manual effort, and boosts operational efficiency.

  • Customer portal and communication integration: A dedicated portal allows customers to track project progress and access documents, while WhatsApp and SMS notifications keep them informed with timely updates on site visits, payments, and more.

CX in action: Measurable impact, real results

  • 40% increase in lead conversion: Optimised engagement strategies and streamlined processes led to a significant boost in qualified lead conversions.

  • 100% elimination of double bookings: Automated scheduling systems ensured complete accuracy and eliminated booking conflicts.

  • Query response time reduced from 2 days to under 6 hours: Enhanced support workflows and real-time tracking drastically improved responsiveness.

  • 15% reduction in project delays: Proactive planning and tighter vendor coordination helped minimise timeline overruns.

  • Booking confirmation time dropped from 48 hours to 15 minutes: Instant digital confirmations replaced manual approvals, accelerating customer onboarding.

  • 30% fewer customer escalations: Improved service quality and faster issue resolution led to a noticeable drop in complaints.

  • Improved internal accountability and compliance: Clear ownership, audit trails, and policy adherence strengthened operational discipline.

Turning dreams into addresses

Turning dreams into addresses

One happy client at a time