Introduction

In the high-stakes world of real estate, the customer experience begins the moment a client steps into the sales gallery. As digital transformation reshapes the industry, market leaders are moving away from traditional manual processes to create seamless, tech-driven journeys. Recognizing this shift, M3M India sought to elevate their visitor management standards to match their premium brand image. This case study details how M3M partnered with Cloudcentric, a summit Salesforce Partner, to deploy a cutting-edge, AI-driven digital engagement solution. By bridging the physical and digital worlds, this collaboration successfully transformed visitor management into a secure, automated, and “talk of the town” experience.

About M3M India

Established in 2010, M3M India has rapidly emerged as one of the country’s fastest-growing real estate developers. Driven by Founder Chairman Basant Bansal and supported by promoters Roop Bansal and Pankaj Bansal, the company’s growth is built on a foundation of ethical corporate governance, transparency, and passion. With a progressive vision, M3M aims to solidify its position as one of the most sought-after players in the real estate sector.

Challenges Faced by M3M India

M3M faced significant operational bottlenecks in their Sales Galleries, primarily due to manual processes that hindered the customer experience. Key challenges included:

• Manual Data Entry: Visitor data was being captured manually by Guest Relation Executives (GREs), leading to inefficiencies and potential errors.

• Lack of Digital Experience: The brand wanted to upgrade the physical Sales Gallery visit from a traditional manual process to a cutting-edge “Digital Experience.”

• Missed Opportunities: There was no automated process to engage or track customers who could not physically visit the Sales Gallery.

• Tracking Issues: There was no system for auto-tagging Channel Partners (CP), making attribution difficult.

CloudCentric’s Salesforce Implementation Approach

To address these challenges, a robust tech stack was deployed:

1. 1. Salesforce Digital Engagement: Leveraged to fully automate the Gallery Visit Process.

   2. AI-Powered Verification: Advanced AI features, including Human Recognition and Liveness Validation, were integrated via secure third-party tools to ensure data authenticity and robustness.

   3. Automated Approvals: Visit approvals were streamlined through automated email actions.

   4. Brand Elevation: The inclusion of high-tech validation added significant value to the brand, offering a premium experience to valued customers

How Cloudcentric Helped

As the dedicated Salesforce Partner for M3M, Cloudcentric aligned perfectly with the client’s vision to revolutionize the customer journey. We moved beyond simple implementation to become strategic enablers. From inception to closure—and from vision to reality—our development expertise and solutioning capabilities were the driving force that brought this “Digital Experience” project to life.

Implementation Challenges

Our team navigated complex technical and logical hurdles during the deployment:

1. Vendor Selection: Identifying cost-effective yet highly secure third-party APIs for Human Recognition and Liveness checks required extensive research.

2. Complex Logic: The system had to account for multiple distinct visit scenarios (e.g., customer visiting alone, customer with a CP, customer with a new CP). Each scenario required a specific user journey. Through rigorous due diligence, we successfully engineered a solution that handled every variation seamlessly.

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