Aldar Properties — Multi-Cloud CRM, Customer Portal & Mobile App
A full Salesforce implementation for Abu Dhabi's largest developer — integrating Sales, Service, and Experience Cloud with a customer-facing portal and mobile app across Yas Island, Saadiyat, and Al Raha communities.
The Client
Aldar Properties is Abu Dhabi's leading developer — behind Yas Island's landmark destinations, Saadiyat's cultural district, and residential communities housing hundreds of thousands of people. Aldar's relationship with a customer doesn't end at booking: handovers, service requests, community fees, and ongoing communication all shape the owner experience for years.
This engagement was delivered during Ahmed's tenure as Software Solution Architect at PwC.
The Challenge
Most developer CRMs stop at the sale. Aldar needed the opposite: one platform spanning the entire customer relationship — from first enquiry through booking, payment milestones, handover, and post-handover service — accessible to customers directly through a portal and mobile app rather than call centers and email threads.
What Was Delivered
- Full CRM implementation on Sales Cloud — lead-to-booking pipeline for off-plan and ready inventory across Aldar's communities.
- Service Cloud handling post-sales cases — handover scheduling, snagging, service requests, and owner communications with SLA tracking.
- Customer portal and mobile app on Experience Cloud — owners see their units, documents, payment schedules, and service cases in one place, on any device.
- Cross-cloud data architecture keeping the customer, unit, and financial record consistent across all three clouds and integrated back-office systems.
Architecture Highlights
One customer record
A unified data model spanning sales, service, and self-service — no duplicate customers, no conflicting unit data between channels.
Mobile-first self-service
Experience Cloud portal and mobile app moving routine interactions — statements, documents, requests — out of call centers.
Lifecycle automation
Milestone-driven automation for payment reminders, handover workflows, and case routing across departments.
Integration backbone
API-led integration with ERP and document systems so financial and legal records stay authoritative.
Capabilities Used
Why It Matters Now
Customer handovers and post-sales service are where developer reputations are made or lost. The lifecycle patterns proven at Aldar inform the handover and customer-app modules in Nogbase, and are available as consulting delivery through AqarWorks.
Building something similar?
30-minute intro call — customer portals, handover workflows, or multi-cloud CRM.