Automotive
How Java Paragon Accelerates Property, Real Estate, and Hotel Growth—While Building Long-Term Customer Loyalty
Marketing Director, Java Paragon
Returning customer rate
More new customers
CSAT score
Goal
Gain insights into agents’ performance
Handle sales and support inquiries over multiple channels
Improve customer experience
Solutions
Tracked agent performance with comprehensive analytics tools
Enabled omnichannel communication from one platform
Assessed customer satisfaction with CSAT surveys
Java Paragon is an integrated property, real estate, and hospitality group that develops and manages residential, commercial, and hotel properties across Indonesia. Its portfolio is designed to create connected living, working, and stay experiences within well-planned urban environments.
Java Paragon acts as an end-to-end property ecosystem operator—connecting residents, tenants, investors, and hotel guests through professionally managed properties and services. Beyond development, Java Paragon oversees property management, tenant relations, hospitality operations, and supporting services to ensure a seamless experience across every touchpoint.
By combining real estate development with operational excellence in property and hotel management, Java Paragon delivers long-term value, comfort, and reliability for occupants while maximizing asset performance for stakeholders.
The problem
Java Paragon needed to measure how effectively multiple operational teams—spanning property management, leasing, sales, and hospitality—responded to inquiries and resolved customer interactions. With high volumes of inquiries coming from residents, tenants, investors, and hotel guests, Java Paragon lacked a unified and reliable way to track response speed, resolution quality, and overall team performance.
To address this challenge, Java Paragon sought a scalable solution capable of supporting large, multi-department teams while providing clear performance insights across different business units. Visibility into response times, workload distribution, and resolution outcomes was critical to maintaining service standards across its property and hospitality portfolio.
In addition to performance tracking, Java Paragon required a platform that could centralize communication across multiple channels used to engage stakeholders. These included WhatsApp for day-to-day tenant and guest communication, along with existing and future digital channels for inquiries related to leasing, property services, and hotel bookings.
Ultimately, Java Paragon wanted to evaluate how an omnichannel messaging and automation platform could enhance its end-to-end customer experience—ensuring consistent, timely, and professional interactions across all touchpoints.
The AELYST Solution
After evaluating various tools to manage its growing volume of inquiries across property, real estate, and hospitality operations, Java Paragon required a solution that could unify communication, scale across departments, and provide operational visibility. Among the options explored, AELYST stood out for its ability to seamlessly integrate omnichannel communication, automation, and performance analytics into a single platform.
The smooth onboarding process and flexible system architecture gave Java Paragon the confidence to adopt AELYST as its centralized customer communication and engagement platform.
Consolidated Stakeholder Communication on a Single Platform
With AELYST’s omnichannel capabilities, Java Paragon consolidated all customer and stakeholder communication into one unified inbox. Operational teams could now manage conversations with residents, tenants, investors, and hotel guests through WhatsApp and other digital messaging channels from a single platform.
This consolidation significantly improved response efficiency for front-line teams while also future-proofing Java Paragon’s digital strategy. As the group continues to expand its property and hospitality portfolio, AELYST enables seamless support for additional messaging channels without operational disruption.
Automated Inquiry Routing Across Multiple Business Units
Previously, inquiries were manually distributed across teams, leading to delays and inconsistent service levels. Using AELYST’s flexible automation and workflow engine, Java Paragon automated inquiry routing based on customer intent and inquiry type.
When stakeholders reach out, they are guided through structured chat menus—such as property leasing, resident services, hotel reservations, or general inquiries—and are automatically routed to the appropriate team and assigned to an available agent.
This automation ensures that each inquiry is handled by the right team from the start, reducing response times and improving overall customer satisfaction.
Performance Tracking and Operational Insights
Managing performance across multiple departments and large operational teams had been a major challenge. With all interactions centralized on AELYST, Java Paragon gained real-time visibility into team and agent performance across property management, sales, and hospitality operations.
Through AELYST’s analytics and reporting modules, team leaders could track key metrics such as first response time, resolution time, conversation volume, and workload distribution. These insights enabled data-driven supervision, performance optimization, and consistent service standards across all properties.
Promoted Additional Services Through Targeted Messaging
Java Paragon also leveraged AELYST’s broadcast and segmentation capabilities to promote value-added services across its ecosystem. Targeted messages were sent to relevant customer segments to introduce services such as property facilities, tenant programs, hotel promotions, and exclusive offers.
By utilizing existing messaging channels, Java Paragon increased engagement and uptake of these services without relying on additional marketing infrastructure.
Measured Customer Satisfaction with Automated CSAT Surveys
To evaluate the impact of AELYST on customer experience, Java Paragon deployed automated CSAT surveys across selected interaction flows. These surveys were triggered after conversations were resolved, allowing the group to collect direct feedback from residents, tenants, and guests.
The results showed consistently positive feedback, validating AELYST’s role in improving communication quality, responsiveness, and overall service experience.
“AELYST’s flexible automation and workflow system allows us to adapt quickly across different business units. We can easily adjust routing logic, service flows, and operational rules without disrupting daily operations. Since implementing AELYST, our response times have improved significantly, and our teams are able to handle more inquiries with better consistency across properties.”
— Management Team, Java Paragon
