Smart CAM Management & Customer Experience Transformation

Overview

BPTP needed a modern digital platform to simplify Common Area Maintenance and property-related services for customers across its residential and retail developments. Yugasa transformed the existing customer portal into a unified experience connecting properties, CAM dues, payments, service requests, documents, and customer support.

The solution retained existing capabilities while introducing modern authentication, multi-unit visibility, AI-powered assistance, digital workflows, and integrated Salesforce and SAP services.

Business Challenge

The existing customer experience needed to support diverse property services while making CAM-related information, payments, and support easier to access.

• Multi-Unit Customer Management

  Customers with multiple properties needed a consolidated view of linked units, balances, transactions, and service requests.

• Complex Authentication

  Customers required flexible access through PAN, mobile number, customer code, OTP, and existing password-based login.

• Limited Self-Service

  Customers needed faster access to FAQs, service requests, account information, documents, and support.

• Disconnected Enterprise Systems

  Customer, property, financial, and service information needed seamless connectivity across Salesforce, SAP, and payment systems.

Our Solution

We designed and enhanced a unified CAM customer portal that connects property services, payments, support, documentation, and enterprise data in one digital experience.

1. Unified Customer Dashboard

   Centralized visibility of linked properties, CAM-related outstanding balances, transactions, and active service requests.

2. Smart Authentication

   Multiple login options using PAN, mobile number, customer code, OTP, and retained password-based access.

3. Digital Payments

   Integrated payment workflows for outstanding balances and prepaid meter recharge through the ICICI payment gateway.

4. AI-Powered Support

   An AI chatbot provides instant assistance, answers FAQs, guides customers, and enables ticket creation.

5. Connected Services

   Salesforce and SAP integrations connect customer, property, financial, payment, and service information.

Implementation Approach

Our phased implementation approach focused on modernizing the customer experience while retaining critical existing portal capabilities.

1. 01

   Discovery & Assessment

   Reviewed existing portal capabilities, customer journeys, business requirements, and integration dependencies.

2. 02

   UX & Solution Design

   Created wireframes, high-fidelity interfaces, information architecture, and a consistent responsive design system.

3. 03

   Development & Integration

   Developed core portal features and integrated Salesforce, SAP, payment, OTP, and supporting services.

4. 04

   AI & Workflow Integration

   Implemented AI-powered support, chatbot ticket creation, document workflows, notifications, and unit management.

5. 05

   Testing & Deployment

   Validated customer journeys, responsive interfaces, integrations, payments, authentication, and administrative workflows.

Key Features Delivered

• Unified CAM DashboardProperty-wise view of linked units, outstanding balances, transactions, and service requests.
• Multi-Method AuthenticationSecure login through PAN, mobile number, customer code, OTP, and existing password authentication.
• Integrated Payment ServicesOutstanding balance payments and prepaid meter recharge through the ICICI payment gateway.
• AI Customer SupportAI chatbot for FAQs, portal guidance, account statements, ticket creation, and human escalation.
• Digital KYC & DocumentsMultiple document types, categorization, status tracking, uploads, and approval workflows.
• Unit Merge & Service RequestsDigital submission and tracking of unit merge requests and customer service tickets.

Business Impact

The enhanced platform created a more connected and self-service digital experience for BPTP's property customers.

• Simplified CAM Access

  Customers can conveniently access outstanding CAM-related balances and payment services through one portal.

• Unified Property Visibility

  Multiple linked units and their associated information can be accessed through a consolidated dashboard.

• Faster Self-Service

  FAQs, AI assistance, account statements, service requests, and digital documents reduce support dependency.

• Connected Operations

  Salesforce and SAP integrations bring customer, property, financial, and service information together.

• Improved Engagement

  Notifications, newsletters, banners, FAQs, and AI assistance create stronger digital communication channels.