Case StudyREAL ESTATE / PROPERTY SALES

Rebuilding Trust in the System Behind AED 12 Billion in Property Sales

How fäm Properties Unified Sales, Service, and Three Self Service Portals on Salesforce

fäm Properties
United Arab Emiratesfam-master-agency.com
Salesforce ImplementationCRM Modernization
95%Improvement in Forecast Accuracy
1,000+Portal Users Onboarded
On this page
OverviewBusiness ChallengesSolutionMeasurable Outcomes
At a glance
Client
fäm Properties
Industry
Real Estate
Location
United Arab Emirates
Engagement
Salesforce Implementation
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Overview

fäm Properties is Dubai's exclusive real estate project sales and marketing partner for developers. Operating since 2009, fäm manages full project sellouts end to end, spanning research and feasibility, marketing and branding, operations, and sales management. The company manages an AED 12 billion+ portfolio through a broker network spanning 100+ countries, operating 25+ sales centers across the UAE.

Business ChallengesBusiness Challenges
  • Data Integrity Gap. Records degraded until teams stopped fully trusting the numbers behind every deal.
  • Forecasting Breakdown. Pipeline visibility disappeared, and deals slipped through the cracks.
  • Self Service Void. Customers, developers, and agents had no way to access information independently.
  • Support Without Process. Case handling had no consistent structure, requests moved with no path to resolution.
  • Broker Network Running on Phone Calls. Brokers across 100+ countries fell back on calling in and waiting for status.
SolutionSolution
  • Sales Cloud Overhaul. Full data cleanup and remediation, page layouts redesigned around real workflows, pipeline and forecasting rebuilt for accuracy.
  • Service Cloud Foundation. Case management and routing built from the ground up for consistent, trackable resolution.
  • Three Self Service Portals. Dedicated Experience Cloud portals for customers, developers, and agents, replacing manual back and forth.
Measurable OutcomesMeasurable Outcomes
  • Forecast accuracy improved 95%, giving leadership numbers they can commit to externally.
  • Customer data quality improved 90%, the foundation every other outcome depends on.
  • Manual back and forth reduced 45% through three self service portals.
  • Redundant fields and layout clutter reduced 90%.
  • 1,000+ portal users onboarded across Customer, Developer, and Agent portals.
  • The rebuilt platform gives fäm a foundation clean enough to extend into new markets and future AI capability, without needing to be rebuilt again.

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