RLC Residences, the residential division of Robinsons Land, recently announced its partnership with Salesforce, a global leader in cloud-based customer relationship management (CRM). Supported by the consultancy firm Appistoki, this collaboration makes RLC Residences the first real estate developer in the Philippines to implement end-to-end customer personalization at scale. The initiative marks a pivotal step in the brand’s digital transformation journey, focusing on enhancing the customer experience through innovative, data-driven solutions.
“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.”
RLC Residences is leveling up the customer experience with a boost from Salesforce and Appistoki. At the ceremonial contract signing are (from left): Sujith Abraham, Senior Vice President and General Manager of Salesforce ASEAN; Chad Sotelo, Senior Vice President and Business Unit General Manager of RLC Residences and Chief Marketing Officer of Robinsons Land; and Abhijeet Kulkarni, co-founder and CEO of Appistoki. IMAGE RLC Residences
By combining the strengths of Salesforce and Appistoki, RLC Residences is set to streamline its operations and enrich the overall customer experience in unprecedented ways. The integration of the Salesforce Platform, which includes Data Cloud, Customer 360 applications, and Einstein—Salesforce’s AI technology—along with Appistoki’s digital infrastructure expertise, empowers the brand to enhance its customer-centric vision. This improvement impacts every critical touchpoint, delivering a seamless and personalized journey for homebuyers, owners, and investors. It also reflects RLC Residences’ strong commitment to innovation, positioning the brand to effectively respond to the evolving needs of customers.
Strategic Integration to Redefine the Customer Journey
RLC Residences will use Data Cloud to unify and harmonize structured and unstructured customer data in real time, creating a foundation for personalized customer experiences and real-time analytics, triggering data-driven actions and workflows, and safely driving AI across all Salesforce applications.
This approach ensures that every interaction—whether an initial inquiry, the purchase process, or after-sales support—is seamless. By addressing pain points and anticipating needs, RLC Residences enhances customer satisfaction and personalizes interactions, creating a more tailored and efficient experience throughout the homeownership journey.
“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 personalized journeys at scale underpinned by AI. We look forward to a close partnership with RLC Residences on their customer-centric transformation journey.”
Building on this innovative approach, “RLC Residences’ leadership team has a clear vision on how it wants to elevate the customer experience at every moment,“ said Abhijeet Kulkarni, co-founder and CEO of Appistoki. “Our firm has been fortunate to experience the amazing innovation in the Salesforce ecosystem with Data Cloud and 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.”
Looking ahead, this digital transformation will not only enhance customer satisfaction but also achieve operational efficiencies, reducing costs while improving productivity. By automating processes and integrating data, RLC Residences expects to see significant improvements in service resolution times, customer satisfaction, and brand loyalty, ultimately enhancing the journey for both residents and investors.
For more information on RLC Residences, visit rlcresidences.com
