Case Study: L&T Realty achieves 80% faster lead response and a unified customer view with Salesforce

L&T Realty constructs connected customer experiences with Salesforce

L&T Realty, the real estate arm of eight-decade-old Larsen & Toubro, faced fragmented systems across marketing, sales and CRM that relied on paper forms and manual lead collection, causing slow follow-ups, poor data quality and limited visibility into campaign and sales performance. The company needed a single, reliable CRM to unify the customer journey and improve response times and analytics.

By adopting Salesforce Customer 360 (Sales, Service, Marketing and Success Cloud) and upskilling staff with Trailhead, L&T Realty moved to digital forms and cloud telephony, automated emails/SMS and consolidated dashboards. The result: an 80% reduction in lead response time (now typically within an hour), agents handling ~20% more calls, stronger data integrity, better campaign ROI and real-time insights that streamline handovers and decision-making.

L&T Realty

Ajay Nambiar

CX Head