Summary
Indiabulls Real Estate Limited (IBREL), an India-based real estate developer, faced two key business challenges: engaging with prospective buyers to improve sales and reducing the cost of lead generation, both domestically and internationally. To address these challenges, the firm adopted a tablet strategy to develop a mobile application with customer engagement at its core. IBREL identified prospect needs, designed mobile services, rearchitected its operations, and utilized analytics to improve the customer experience — a process that Forrester calls "the IDEA cycle." This case study illustrates how IBREL leveraged the IDEA framework to drive effective customer engagement, which in turn helped the firm increase sales.
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