Home
Experience
Client Stories
industry
Technology, Media & Telecommunications

Canadian REIT modernizes rental engagement and pipeline management with Agentforce

Context

A Canadian residential real estate investment trust needed to give prospective renters a self-service path to find available communities and book tours, while fixing a pipeline data problem that made accurate opportunity tracking impossible. Every new inquiry created a duplicate lead in Salesforce, fragmenting activity across sales reps and preventing a reliable view of conversion status. Prospective renters had no alternative to phone Q&A, driving call-center volume on inquiries that could be resolved without agent involvement. Leads were converting before genuine sales readiness, and tour booking required manual coordination throughout. 

Value Created

Reduced
call-center volume through AI-driven self-service
Higher
lead quality via conversion-ready AI engagement
Eliminated
duplicate leads through intelligent email-matching logic
Clean
pipeline tracking with full inquiry visibility under a single lead and account

People

VALUE LEVERS 

  1. Agentforce AI assistant for autonomous prospective renter engagement 
  2. Automated self-service tour booking 

HOW WE DID IT 

  • Introduced an Agentforce AI assistant to handle prospective renter inquiries autonomously, giving prospects immediate answers on available communities and suites without routing to a support agent 
  • Automated self-service tour booking through the assistant, removing the manual phone process that extended decision-making time and drove unnecessary call-center volume 
  • Aligned lead conversion with true sales readiness by resolving the premature conversion problem, so pipeline data reflects actual opportunity status rather than raw inquiry volume 

Process

VALUE LEVERS 

  1. Community Inquiry Object with auto-creation to suppress duplicate leads 
  2. Intelligent email-matching logic for unified prospect activity 

HOW WE DID IT 

  • Added a Community Inquiry Object with auto-creation to stop every new inquiry generating a duplicate lead, consolidating activity under a single lead and account record from the point of first contact 
  • Built intelligent email-matching logic that links returning inquiries to existing records, giving sales reps a unified view of each prospect’s full engagement history without manual deduplication 
  • Fixed the pipeline data model so that conversion reflects genuine sales readiness, giving leadership an accurate view of opportunity status across the portfolio 

Technology

VALUE LEVERS 

  1. Data Cloud Search and RAG for property listing queries within the assistant 

HOW WE DID IT 

  • Implemented Data Cloud Search and RAG to power property listing queries within the Agentforce assistant, so renters get accurate, contextually relevant results from live listing data rather than static content 
  • Connected the assistant to live listing data through Data Cloud so that availability and community information stays current without manual content updates 
  • Positioned the Data Cloud and Agentforce architecture to support additional AI-driven use cases as the portfolio and renter engagement model evolves 

Need Salesforce support? Let's talk.

Our contact form is currently blocked by your cookie preferences. Please change your preferences to continue.