Optimizing Complaint Management for a Leading Indian Real Estate Brand

A prominent Indian real estate brand—known for its luxury and mid-income housing developments across metros and tier-2 cities—faced a growing crisis of credibility. Despite award-winning designs and premium positioning, its post-handover customer experience was falling apart.
With over 70 residential and commercial projects under management, the client had no centralized complaint tracking or escalation visibility. This led to delayed maintenance, inconsistent service delivery, and most damaging of all—eroding trust among residents.