RB Grupo Inmobiliario: from 10-to-7 service to replies in seconds, 24/7

Who RB Grupo Inmobiliario is

RB Grupo Inmobiliario has four projects in Lima: two under construction and two at launch stage. One of them, the Prado project, is already 100% sold. Gisella Postigo has led the commercial area for a year, with 18 years of experience in the real estate market, first at listing portals such as Adondevivir and Urbania.

The challenge: leads arriving after 7 pm

RB's sales process was the classic one in the industry: first the sales booth, then the sales executive, the training, and only then going out to sell the project. Reviewing the latest reports, the team noticed that many leads arrived after 7 pm, while the booth's service hours were 10 am to 7 pm. Many customers wanted attention and could not get it.

In this business you need to work with hot leads and answer the consumer's need.

Before deciding, RB listened to many options, local and from abroad. To Gisella the processes felt cold; she values one-to-one contact and follow-up. With Rebeca, from Pascal, they matched on the same goal: getting customers attended fast.

An implementation of weeks, not months

Implementation was quick. Two or three meetings with Derek, from Pascal, were enough to get started. RB began with two projects, one in Magdalena and one in Pueblo Libre, and involved him in each: what customers ask, which answers work and which don't.

In one week they ran intensive tests. Both management and the sales team challenged Bianca, the name they gave their AI assistant, with the most awkward questions a real customer asks: what are you going to give me, are you going to give me money. That is how they saw every result and every gap to fix before going live. Today Bianca is already active in a third project, and the team reviews the answers it gives every day to keep improving them.

What changed

For Gisella, the biggest change is response speed: the customer sends a message and within seconds receives a welcome from the company. Service is 24/7, communication is more direct and, when the advisors come on shift, they complement the service Bianca already provided.

That first contact also qualifies. In every conversation RB knows what the customer is looking for and what stage they are in: the one who is just starting to search and doesn't know whether they qualify for a mortgage, the one who already has the option to buy but has never seen a project, and the hot one who knows they need to buy and wants a meeting. With Pascal they manage that flow and drive it toward appointments.

The leads are still the same. What matters now is the work done on the lead. Before, letting a lead go cold was what broke the flow. Today, by attending them in seconds, we have a much more qualified lead.

Customers who arrive at appointments today know more about the project, its stage, the type of product and the prices than the ones who arrived before.

The support

When asked why they stayed with Pascal, Gisella answers: because of the people. They share a chat between RB's advisors, Derek, Rebeca and herself; every time they spot an error they write it down and within seconds the Pascal team is reviewing it. RB knows the commercial side and what the customer is looking for; Pascal knows how the AI works. That match, she says, is what makes it work.

It is not just about installing it and letting it run. It is about installing it, testing it and challenging the Pascal team so it works better every day and does the job it is doing, which is generating appointments with customers. I think the three of us make a good team.