Success Stories | Cloud Science Labs - Transforming Businesses
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CSL Helps Real Estate Brand Streamline Handover & DLP with Salesforce

CSL streamlined the client’s handover and DLP process with real-time coordination and mobile automation.

About the Client:

The client is a leading real estate developer in the UAE, known for delivering high-quality residential and commercial projects. Their communities are built with a focus on design, innovation, and exceptional customer experience. The client aimed to set new standards in property delivery and after-sales services.

Industry:

Real Estate

Project:

Handover and Defect Liability Period (DLP) Process Implementation

Client received property handover and defect servicing, automated, transparent, and mobile-ready — powered by Salesforce and built by CSL.

The Challenge:


Before the implementation, the client’s handover and DLP (Defect Liability Period) operations were largely manual and lacked visibility. This caused several issues:


Handover Challenges:


  • The snagging and unit readiness process involved multiple manual steps with no central tracking system.

  • Handover teams and customer care worked separately, leading to communication gaps and delays.

  • Management lacked real-time visibility into handover status or task progress.


DLP Challenges:

  • Defect reporting and resolution after handover were handled through disconnected, manual processes.

  • There was no system to track appointments or follow-ups with customers and contractors.

  • Customer feedback, service proof, and appointment history were not collected or standardized.

  • Unattended service appointments weren’t automatically closed, resulting in unresolved issues.

The Solution:

Cloud Science Labs built a custom Salesforce solution tailored to the client’s exact operational needs. The key implementations included:


  • Custom Salesforce Objects: Developed for managing snagging, unit readiness, and handover documentation.

  • Mobile Field Service Integration: Integrated Salesforce Field Service Lightning to enable mobile appointment scheduling, real-time updates, and on-site task coordination.


  • Automated Alerts & Reminders: Set up automatic email and SMS alerts for customers, contractors, and internal teams to improve communication.


  • Digital Service Reports: Created PDF-based service reports with digital signatures and real-time customer feedback.

  • Appointment Automation: Introduced batch automation to identify and close unattended appointments to avoid a backlog.


  • Live Dashboards: Designed comprehensive dashboards and reporting tools for management to track handover progress and defect resolution activities in real-time.

The Result:

The implementation brought major improvements across the client’s operations:

  • Centralized Platform: One unified system for tracking both handover and defect servicing.

  • Cross-Team Collaboration: Better visibility and coordination among handover teams, customer care, and contractors.


  • Mobile Access: Field teams could access and update service tasks on the go, speeding up response times.


  • Enhanced Customer Experience: Customers received timely updates, professional service reports, and prompt issue resolution.

  • Complete Audit Trail: Every interaction and service delivery was digitally recorded for full traceability.


  • Time Savings: Automation reduced manual effort and ensured no task was missed.


  • Data-Driven Oversight: Management gained actionable insights through real-time dashboards and performance reports.


The Project Benefits:


  • A single, real-time platform for handover and DLP tracking

  • Better visibility and coordination across departments and external contractors


  • Faster issue resolution with mobile access for field teams

  • Improved customer experience with consistent communication and reliable service

  • Complete audit trail with digital service reports and signed feedback

  • Automated tasks helped save time and ensure nothing slipped through the cracks

  • Clear management dashboards for better control and planning

Conclusion:

CSL’s custom Salesforce solution assisted the client in handling property handovers and defect resolution with speed, accuracy, and full transparency. The once manual and fragmented process is now fully digital, mobile-enabled, and customer-centric, driving operational excellence at every level.

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