challenge / opportunity
Advance Singapore’s biggest property developer into the digital era by a data-driven online portal. Integrate and consolidate customer self-help services Rebrand signature property websites Redefine the new digital language for the core brand Accessible and intuitive journeys for all end-users, regardless of their digital abilities
Client
Jurong Townhall Council JTC
Format
Platform
Solution
Deep understanding of the different customer segments, prioritizing these and testing prototypes and concepts with each. End-to-end content, service and marketing automation to provide frictionless customer experience for JTC in property management systems, facilities utilisation, transactions, connectivity and tenant marketing.
Outcomes
The award winning JTC portal is proving to be best-in-class in real-estate marketing. Since the launch, JTC Corporation has experienced steady growth in tenant retention and expansion across its industrial properties. Rental rates have consistently risen, with the JTC 'All Industrial Rental Index' increasing for over 14 consecutive quarters by 2024. Occupancy rates have remained robust, with key industrial sectors such as warehouses showing strong demand. Despite rising business costs, tenants are maintaining leases, and industrial space demand remains resilient. This performance demonstrates JTC’s new found ability to sustain tenant growth while adapting to market conditions and economic challenges Caroline Wong, director, communications division at JTC, said it hopes to give its customers an integrated, seamless, and enjoyable online experience when transacting with JTC, as well as to connect its customers with industry communities.
Overview
Bringing life to technology through a complete digital revamp of unparalleled scale, it created a highly-intuitive portal experience, shaped by research and data, which makes self-serve easy for high customer satisfaction. - serve the transactional needs of JTC tenants - market and make accessible JTC’s many facilities and properties - attract partners to co-create solutions for tenants and industries - attract new tenants locally and globally - retain existing tenants, including those in traditional manufacturing - reduces call volume that tends to weigh down customer service standards. A mobile-first strategy prioritises the modern-day on-the-go business leaders as our core audience. The content is completely overhauled, with a focus on discoverability, usability and desirability. Liberal use of human-centric imagery and content writing reflects the ‘friendly, pro-business’ brand personality of JTC. It positions JTC as more just a landlord, but a partner who connects tenants and users to success. It elevates JTC’s brand image and digital presence, as a vibrant, progressive government body of the digital age. The new portal bring to life JTC’s commitment to world-class sustainable infrastructure and thoughtful ecosystems that bridge the gap between industrial and commercial activities and the communities they serve. Revamp includes enhanced narratives for marketing JTC’s flagship estates: Punggol Digital District, Jurong Innovation District, and Sungei Kadut Eco-District.
