Prestige Group: Improving Customer Experience and Achieving Operational Excellence Through Digital Transformation
Explore Prestige Group’s journey with SAP
Already one of India’s leading property developers, Prestige Group has witnessed 100% year-on-year growth and aims to further increase its revenue fivefold by 2025. RISE with SAP S/4HANA Cloud Private Edition and SAP Business Technology Platform (SAP BTP) helped it unlock the power of technology to deliver the optimal customer and employee experiences that are crucial to achieving this goal.
| Industry | Region | Company Size |
| Engineering, construction, and operations | Bangalore, India | 9,000+ |
of grievance management process completely automated via customer portal.
manual intervention now that customer communication management is handled entirely by an unattended bot.
customers accessing their purchased property documents and making payments via the online portal, improving accounting accuracy and removing manual effort.
AVP – SAP, Prestige Group
Shaping a future-proof IT landscape to support ambitious growth plans
Prestige Group is one of India’s real estate success stories. Founded in 1986, the company is responsible for some of India’s most prestigious property developments in Bangalore, Hyderabad, Mumbai, Chennai, Cochin, and other major cities in India. In addition, Prestige Group leases its properties to tenants and manages the maintenance of its own facilities.
Prestige Group realized that a reliance on disconnected business applications and manual processes could be an obstacle to ambitious growth plans. To address this, the company wanted to enable intelligent, integrated processes on a centralized digital core. It also wanted to use the latest technologies to provide more-efficient customer services, improve collaboration internally within the teams, automate repetitive tasks, and support faster decision-making with on-the-go access to critical information.
Harnessing innovative technologies to integrate and automate manual processes
Embracing a single-vendor strategy, Prestige Group looked to SAP technology to meet all its business requirements. The company chose RISE with SAP S/4HANA Cloud Private Edition, benefiting from industry best practice–based guidance and proactive support from SAP experts on how to optimize system performance.
In addition, using cloud portal, integration, and authentication management services provided by SAP BTP, the company created an online customer portal. Through this, customers are provided with account summaries and invoices and can even make online payments of bills for rent or services such as water or electricity.
Using SAP BTP and the SAP Build Process Automation solution, Prestige Group also created automation bots to run processes in SAP S/4HANA. This enables the automated generation and sending of letters providing statements of account and informing customers of payments due.
The company also integrated SAP SuccessFactors HCM with SAP S/4HANA Cloud. Synchronization of data between these solutions means that HR personnel can perform real-time reporting assessing HR data. Meanwhile, integration between SAP S/4HANA and the SAP Service Cloud solution provides CRM executives with a 360-degree view of customer account information.
Improving efficiency through streamlined and integrated processes
With its new integrated IT landscape based on RISE with SAP S/4HANA Cloud Private Edition and SAP BTP, Prestige Group has streamlined processes and improved visibility across the business. Real-time operational reporting accessible on any device supports agile decision-making. This helps the company react quickly to new challenges and keep pace with the fast-changing real estate market.
Based on SAP BTP, the automation of processes using SAP Build Process Automation has allowed Prestige employees to spend their time on activities that add more value to the business, improving employee satisfaction. This has resulted in improving the customer experience as well. What’s more, process automation reduces the risk of manual errors in communication and ensures customers receive accurate and timely information.
Providing customers with easy access to account status and convenient self-services for online payments using the online portal running on SAP BTP has improved customer satisfaction. It has also significantly reduced the number of inquiries handled by CRM executives.
Access to account and billing information maintained in SAP S/4HANA via SAP Service Cloud means that CRM executives can answer customer inquiries quickly, efficiently, and accurately. In addition, using digitalized and integrated HR processes enabled by SAP SuccessFactors HCM, the company can nurture its talent throughout the employee lifecycle. This improves the employee experience and provides the necessary support they need to perform at their best.
The success of Prestige Group’s journey to create a seamless and omnichannel experience for its customers has resulted in Prestige Group being named an SAP Innovation Award winner in the “Transformation Titan” category in 2023 (see link below under “Want to know more about Prestige Group?”).
Enabling data-driven decision-making to support a growing business
Supported by a cloud-based IT infrastructure, Prestige Group can scale quickly in line with rapid business growth. In addition, proactive advice and guidance from SAP experts is helping the company make the most of its IT investment while accessing the latest capabilities.
Prestige Group is currently in the process of deploying the SAP Analytics Cloud solution across key areas of the business. They are also exploring SAP Sales Cloud as a solution to draw the necessary analytics related to their customer base to help them make future strategy decisions. Moreover, the company is looking to integrate SAP Analytics Cloud with SAP SuccessFactors HCM to replace spreadsheet-based reporting with automated updates on areas such as recruiting, onboarding, and performance management.
In addition, Prestige Group is looking into the implementation of self-service functionality within SAP SuccessFactors HCM to automatically raise a ticket when employees have a query about pay or annual leave. This will speed up query resolution and help reduce the time that employees spend interacting with the HR team – so they can spend more time providing outstanding customer service.
Want to know more about Prestige Group?
Pioneering a Next-Level Digital Transformation (SAP Innovation Awards 2023 Pitch Deck)