The Situation
Sunway City Berhad’s website (www.sunwaycity.com) serves as the platform for the following:

1. To provide information to their Investors and Media through the corporate website.
2. For Property Development Division (PDD) to sale and market their latest property.
3. For Property Investment Division (PID) to introduce various property for leasing.
4. Customer Service to provide self-service to Sunway City’s property owner via Customer Care Portal for their billing, after-sales support, property feedback and property development’s progress report.

Sunway City recognizes the high potential and business value conducted via Internet, and encourages all its staff and departments to fully embrace business automation through the website.

The Problem
Website Design: Sunway City’s website design is unable to project their branding as the leading property developer in Malaysia, and the information is not organized in a structure fashion.

Content Update: Except for Customer Care Portal, all updates to Sunway City’s website are manually updated by IT Department. News and product updates do not get updated immediately, and IT Department is unable to cope with increasing requests from internal client. A website content update system with controlled publishing rights needs to be implemented urgently to enable information is updated faster on the website.

PDD Sales & Marketing: The products’ page lacks selling-points’ information, and there is no search function in the website for user to find their product. There is no online form for user to submit their sales appointment request, product enquiry or registration for the product they are interested in. User is directed to call or walk-in to sales galleries for product information, thus PDD is unable to gauge the actual customer referred through the website, and the Sales teams’ efficiency in serving the customer.

Customer Care Portal: The Customer Care Portal is managed via CMS built in-house by IT Department, and it is in need of a design face-lift to better serve their customers online. Sunway City is also keen to track the customer’s behavior from pre-sales to post-sales so that they can formulate better marketing and customer service strategy to increase their sales revenue.

How Xtopia solves Sunway City Berhad’s problems
XiMnet implemented Xtopia with the following modules to help Sunway City to solve their problems:

1. CMS: A multisite CMS is deployed for Corporate Communication to streamline information on corporate, PDD and PI’s websites.
2. Product Management System: Fully automated product management for PDD to manage all products’ information, including product’s specification, price, availability and locations. Search function is implemented on PDD’s website to enable customer to find product with ease through location, price, type and project name.
3. Sales Tracking System: A complete sales enquiry fulfillment cycle is implemented to track sales enquiry from the website and response / turn-around time from the product’s sales manager and sales executive. Automated reminder is sent every 4 hours during business hours to respective sales manager, sales executive, marketing manager and marketing executive if the sales enquiry is not attended to after 24 hours.
4. User-friendly Design for Customer Care Portal: Templates are designed for IT Department’s CMS for better accessibility.

1. Corporate Communication can update corporate information, news and press releases immediately online.
2. PDD’s Sales and Marketing team can update and maintain product’s information once it’s available. Customers are able to search for their dream property, view its information online and easily send in their appointment request, enquiry and registration through online form. Sales enquiries are channeled directly to the respective product managers and sales executives for faster response. The Management team is able to track online sales enquiries and the Sales Teams’ performances via Xtopia Dashboard and can immediately make the necessary decision to enhance sales and customer service.