Published 30 Jul 2025 · Last reviewed 30 Apr 2026
Arada
Industry
Real Estate
Client
Arada
Integration
Outlook
Products Used
Sales Cloud, Service Cloud, Field Service, Experience Cloud
Launched in 2017 and headquartered in the UAE, Arada is the region's fastest-growing and most progressive real-estate developer — chaired by HH Sheikh Sultan bin Ahmed Al Qasimi with HRH Prince Khaled bin Alwaleed bin Talal as Vice Chairman. The portfolio spans master-planned communities, mixed-use destinations, and signature residential towers across the UAE — programmes that bring together buyers, sellers, agents, legal advisors, and field service teams on a single multi-cloud Salesforce platform.
Arada is the UAE's fastest-growing master-planned real-estate developer, with a portfolio spanning multi-billion-dirham master-planned communities, mixed-use destinations, and signature residential towers — chaired by HH Sheikh Sultan bin Ahmed Al Qasimi. Techila Global Services — a Salesforce Summit Partner — implemented a four-cloud Salesforce programme covering Sales Cloud (lead-to-contract), Service Cloud (snagging and handover), Field Service (on-site inspections and defect resolution), and Experience Cloud (buyer portal) — integrated with Outlook. The platform unifies buyers, sales agents, legal teams, and field operations on a single record across Arada's multi-stakeholder property lifecycle.
[ At a glance ]
- Client
- Arada — UAE's fastest-growing master-planned real-estate developer
- Industry
- Real Estate · Master-planned communities · Mixed-use development
- Products used
- Sales Cloud · Service Cloud · Field Service · Experience Cloud
- Integration
- Outlook (calendar, email, contact sync)
- Stakeholders unified
- Buyers · Sales agents · Legal advisors · Service teams · Field inspectors
- Provider
- Techila Global Services · Salesforce Summit Partner
01
The Brief
5 challenges
Arada was running a high-volume, multi-channel real-estate sales operation with complex transactions involving buyers, sellers, agents, and legal professionals — and no common platform tracking interactions, preferences, or contractual milestones. Sales leadership had no clear view of conversion rates, forecasting, or agent productivity, and the post-handover service motion (snagging, defect tracking, maintenance) ran on disconnected tools.
Client has a high volume of leads through various channels, making it challenging to efficiently manage, track, and nurture these leads.
Their transactions involve complex processes with multiple stakeholders, including buyers, sellers, agents, and legal professionals. Managing these stages and processes is too cumbersome.
No common platform for keeping track of interactions, preferences, and milestones with prospects and customers.
Currently no clear insights into sales performance, lead conversion rates, forecasting, and agent productivity to make data-driven decisions.
Post-handover service motion — snagging, defect tracking, maintenance — runs on disconnected tools, with no single record visible to buyers, the service desk, and the field team.
02
The Approach
Solution
Techila implemented a four-cloud Salesforce platform: Sales Cloud for lead-to-contract management, Service Cloud for buyer queries and snagging cases, Field Service for on-site inspections and defect resolution, and Experience Cloud for the buyer-facing portal. The platform unifies every stakeholder — buyers, agents, legal, service, and field teams — on a single account record, with Outlook integration keeping calendars and contacts in sync.
Salesforce Sales Cloud was utilized for robust lead and contact management capabilities, allowing the client to track and prioritize leads, automate lead nurturing, and manage contact information effectively.
Automated complex sales processes in Salesforce, including transaction management, contract generation, and approvals, to streamline the sales cycle.
Built a 360-degree view of clients, helping to track communication history, property preferences, and important milestones. This information facilitates personalized interactions.
Service Cloud configured for snagging, handover queries, and post-occupation case management — every buyer-raised issue tracked from intake through resolution with SLA-driven workflows.
Field Service rolled out for on-site inspections, defect resolution, and routine maintenance — mobile work orders for technicians, automated dispatch, and real-time status flowing back into Service Cloud.
Experience Cloud buyer portal launched as the single self-service surface for buyers — purchase milestones, document access, snagging requests, and service-case status visible end-to-end.
Built custom Reports and Dashboards as analytics tools to monitor sales performance, track lead conversion rates, and make data-driven decisions for process improvement.
03
Stack & Tools
04
Impact
Lead management and automation moved Arada to a structured, accountable lead-to-contract motion with clear conversion visibility for sales leadership. Complex sales processes — transaction management, contract generation, approvals — are now automated end-to-end. Buyers see milestones and service requests through the Experience Cloud portal, and field teams pick up and close defects on mobile with real-time status flowing back to the Service Cloud case.
Improved Lead Conversion: Efficient lead management and automation helped in addressing leads promptly, leading to higher lead conversion rates.
Streamlined Sales Processes: Automation simplified complex sales processes, reduced manual work, and ensured consistency in transactions.
Enhanced Client Relationships: A 360-degree view of clients enabled personalized service, improving client satisfaction and loyalty.
Unified post-handover service: Service Cloud + Field Service joined snagging, defect resolution, and maintenance into a single accountable workflow visible to the buyer.
Self-service buyer portal: Experience Cloud reduced inbound enquiry load by surfacing milestones, documents, and case status to the buyer directly.
Reporting and Analytics: Insights into sales performance and lead conversion rates assist the client in making informed decisions for business growth and strategy.
“Techila brought Sales, Service, Field Service, and the buyer portal onto one platform. Our agents, legal team, service desk, and field inspectors now work from the same record — and our buyers see what's happening on their property in real time, without picking up the phone.”
— Head of Customer Experience · Arada
[ Related services ]
How Techila delivers this for your team.
Salesforce Sales Cloud
Senior-led Sales Cloud delivery — lead-to-contract automation, Einstein-grounded forecasting, and agent productivity for high-volume real-estate sales motions.
Explore→Salesforce Service Cloud
Omnichannel case management for buyer queries, snagging, and post-handover support — the Service Cloud foundation Arada's customer experience runs on.
Explore→Field Service
AI-optimised dispatch, mobile work orders, and asset tracking for on-site inspections, defect resolution, and routine maintenance across the Arada portfolio.
Explore→Salesforce Experience Cloud
Branded buyer portals — purchase milestones, document access, snagging requests, and self-service case status — built on Experience Cloud.
Explore→[ FAQ ]
Frequently asked questions.
What buyers ask after reading this Techila case study.
