Pre-sale buyer journey across an 18-month build

The challenge

A new residential development sold 280 units off-plan, and then faced 18 months of buyer relationship management before anyone could move in. Each buyer needed monthly construction updates, finishing-material decisions at specific milestones, and a steady drumbeat of payment reminders tied to the build schedule.

Doing that by hand across 280 buyers for a year and a half was unscalable, so updates were inconsistent, finishing decisions slipped, and payment milestones needed manual chasing.

In a long off-plan build, buyer anxiety is the real risk, silence breeds cancellations and complaints.

The solution

A per-unit AI concierge now carries each buyer through the full 18-month journey:

• Scheduled construction updates, the Construction Update Agent sends milestone progress over WhatsApp and Email on a cadence, so buyers feel informed instead of anxious across the long build.
• Finishing decisions, guided, at each decision milestone the Buyer Concierge Agent walks buyers through finishing options held in the Knowledge Base, capturing choices cleanly.
• Payment reminders on the build schedule, Follow-ups fire payment reminders tied to construction milestones, so installments stay on track without manual chasing.
• Site visits booked automatically, the agent schedules site visits into Google Calendar as construction reaches viewable stages.
• Connected to project and CRM, milestone data flows in via project management integration and each buyer's record and choices live in CRM with the chat link.

All 280 buyers got a consistent, reassuring 18-month journey that no manual team could have sustained, keeping cancellations down and the project's reputation intact.

What was deployed