Arada conquers a new real estate market, slashes response times by 56%

By Vaibhav Asaikani, Marketing Analytics Manager, Arada 

Real estate is about building more than structures; it’s about building connections between people and communities. With this in mind, every interaction matters. And for the team at Arada, monitoring these interactions is essential. 

Arada has been an innovative player in property development since its inception in Sharjah in 2017. Our vision is to build spaces people connect with to lead happier, healthier, more sustainable and more meaningful lives.  

We’ve found buyers increasingly seek holistic environments, and meeting this demand requires strong, data-driven strategies. As data reshapes the future of real estate, leveraging the right tools becomes essential to keep pace in this competitive market. 

Since the UAE is a key global destination for real estate investments, the internet is teeming with content from investors and brokers. 

In my role, I follow social media conversations, monitor and report on internal metrics and track competitor activities. It’s a lot of information to process, and managing everything has become increasingly complex as we grow. We needed a new customer experience platform that could scale along with our company.  

At a high level, our marketing and communications department needed a unified platform to publish, monitor content and communicate with our stakeholders. Whatever platform we chose needed to be customizable, provide tools like social listening and benchmarking, integrate with our CRM and be backed by a dedicated support team.  

Immediately actionable real-time insights  

After careful consideration, we realized there was just one platform that ticked all the boxes: Sprinklr. We loved that Sprinklr combined social media management with comprehensive analytics. 

In line with our expansion into Dubai, we were excited to dig into Sprinklr’s many capabilities to streamline operations, improve resolution times and better understand new markets. 

Our first course of action was to benchmark our social media against competitors and then adjust our strategies based on what resonated most with our audience. With real-time metrics at our fingertips, we quickly noticed content differences between platforms. Images, for example, outperformed elaborate posts on Facebook. Instagram, in contrast, performed better with reels. These details were immensely helpful as we refined our messaging and content strategy. 

Sprinklr’s dedicated support team made a world of difference while we were getting started. They were very responsive and always ready to jump on a call to resolve any questions. 

Insights lead to increased engagement and decreased response times 

We used Sprinklr to refine our customer engagement strategies and adopt a more data-informed approach to decision-making. Our marketing team now uses Sprinklr dashboards to track all customer interactions and sentiments. These metrics indicate which social media platforms yield the highest engagement and which lead to more targeted content strategies and platform-specific messaging. 

In one case, through competitive analysis, we identified key content strategies that resonate with our target audience. We then modeled our approach based on this, resulting in a 42% increase in social media engagement per post on our corporate Instagram handle. This success was driven by leveraging a key content pillar that maximized our ability to spark interactions and boost reach.  

Sprinklr has also been a powerful solution for enhancing customer care. Since its implementation a year ago, we’ve seen our metrics improve dramatically: 

• We reduced our first response time by 56% 
• We reduced case duration by 38% 
• We increased the number of cases we handle each month by 41%  

Sprinklr has not only elevated the efforts of our social media team but has given them the wings needed to fly. Something as simple as using templated responses has massively reduced response time.  

Conquering new markets, one insight at a time 

Gaining visibility around critical data has shifted how Arada’s teams operate. Sprinklr facilitates smoother internal workflows, identifies opportunities for improvement and ensures customer queries are addressed promptly — and this is just the beginning.  

For example, we’re continuously tapping into historical data to understand and address recurring customer issues. Moreover, Sprinklr's more robust API capabilities have significantly reduced restrictions, improving our ability to execute page monitoring campaigns. This has enhanced operational efficiency, allowing our teams to handle negative comments more effectively and prioritize critical tasks seamlessly. 

In the meantime, we continue using Sprinklr’s data and insights to optimize our strategies for our ever-evolving markets. We're excited to expand into the hospitality and entertainment verticals and create richer experiences for our communities. As I said, real estate is all about connection, and we’re happy to be better connected than ever to our customers.