About the Client
A leading Real Estate & Hospitality organization with a diverse portfolio across multiple sectors. The client develops a diverse portfolio of residential and lifestyle properties, including premium residences, luxury apartments, villas, townships, and senior living communities. Its business extends beyond residential development into commercial, retail, hospitality, and education, with a portfolio spanning office spaces, hotels, clubs, convention centers, schools, malls, and multiplexes. With a broad and diverse property ecosystem, the organization focuses on creating integrated spaces and experiences across multiple segments.
Business Challenges
Fragmented Shareholder and Hotel Data – Shareholder records, hotel information, benefit eligibility, and redemption details were not managed through a single centralized platform, making it difficult to maintain accurate and consistent information across properties.
Manual Benefit Verification – Hotel teams had to rely on manual processes to verify shareholder eligibility and benefit details, increasing processing time and creating the possibility of inconsistencies during redemption.
Challenges in Identity Validation – There was no standardized digital mechanism to securely confirm that the person claiming a benefit was the eligible shareholder, increasing the risk of unauthorized benefit usage.
Limited Redemption Visibility – The organization lacked a consolidated view of benefit usage across hotels, making it difficult to track redemption history, monitor remaining benefits, and understand utilization patterns.
Inconsistent Benefit Controls – Enforcing rules around benefit validity, redemption limits, and eligible usage across multiple hotel properties was challenging without a centralized system.
Limited Audit and Reporting Capabilities – Hotel-wise redemption activity and shareholder benefit usage were difficult to track consistently, limiting management’s ability to monitor the program and maintain reliable audit records.
Risk of Duplicate or Unauthorized Redemptions – Without automated validation and centralized redemption tracking, the organization faced challenges in preventing repeated or unauthorized use of shareholder benefits.
Inconsistent Shareholder Experience – Different verification and redemption processes across participating hotels could create friction for shareholders and make the overall benefit program less seamless and predictable.
Solution Implemented
PROLIM developed a centralized Shareholder Benefit Management Platform connecting Salesforce Sales Cloud and Marketing Cloud to digitize the complete benefit lifecycle.
Centralized Shareholder & Benefit Management – Built the application on Salesforce Sales Cloud to manage shareholder records, hotel information, benefit eligibility, and redemption data in one centralized platform, creating a single source of truth across participating properties.
Automated QR-Based Benefit Distribution – Integrated Salesforce Marketing Cloud (SFMC) to generate unique QR-enabled benefit identifiers and send personalized benefit communications to shareholders, replacing manual distribution processes.
Secure, Real-Time Benefit Validation – Enabled hotel teams to verify shareholders through QR scanning on the Salesforce Mobile App or registered email lookup, with real-time checks for shareholder status, benefit validity, and redemption eligibility. OTP verification added an extra layer of security before redemption.
Automated Redemption & Business Rule Enforcement – Automated redemption processing so utilized and remaining benefit balances update instantly after successful verification. Salesforce business rules automatically prevent redemption when benefits expire, or maximum usage limits are reached.
Centralized Tracking, Audit & Reporting – Captured every redemption with key details like hotel, timestamp, employee, and validation status. Centralized Salesforce dashboards and reports provide HQ with real-time visibility into benefit utilization, redemption trends, shareholder engagement, and hotel-level performance.
Key Results Achieved
The Salesforce-powered platform transformed the shareholder benefit program from a manual, fragmented process into a faster, more secure, and trackable digital experience across participating hotels.
80% Less Manual Verification – QR-based validation and automated workflows significantly reduced the effort required by hotel teams to verify shareholder benefits.
95% Higher Redemption Accuracy – Standardized eligibility checks and automated business rules improved the accuracy of benefit validation and redemption.
100% Centralized Visibility – Got a unified, real-time view of shareholder benefit usage and redemption activity.
Stronger Redemption Security – QR code generation and validation, OTP authentication, and automated eligibility controls helped prevent unauthorized and duplicate benefit usage.
Real-Time Benefit Tracking – Automated redemption updates provide instant visibility into consumed and remaining benefits, improving transparency for both hotel teams and leadership.
