Trudel Immeubles revolutionizes Canadian real estate industry with AI

Founded in 2009, Trudel Immeubles owns and manages 37 commercial retail sites and 60 buildings across Canada. The company is agile, innovative, and growing fast.

Tracking leads in spreadsheets lacked the scalability to support new sites.

Trudel Immeubles is expanding its operations to include residential as well as commercial property, with its first, 480-unit, residential site due to open March 2025 and work starting on a 4,000-unit site. To support this expansion, the company embarked on a major digital transformation.

Historically, the company had purchased systems on a tactical basis, leading to a fragmented environment with multiple tools spread across departments. The company was managing 1,500 residential prospects via Excel spreadsheets, but this approach made it hard to keep track, especially with lead times as long as three years. With projections of up to 20,000 potential leads to manage in the future, the leasing team needed a CRM system that could not only support day-to-day operations but also scale for long-term growth.

Residential operations also introduced new demands on tenant services. Residential tenants require a more responsive approach to address requests and ensure their safety and comfort. The lack of integration made it difficult to consolidate or share data, resulting in inefficiencies in reporting and tracking KPIs.

Agentforce will handle up to 50% of tenant service requests and queries.

As Trudel Immeubles prepares to open its first residential property, harnessing AI with Salesforce underpins its plans. Using Service Cloud and Experience Cloud, the company will handle hundreds of monthly service requests, with Agentforce managing up to 50% of routine queries across residential and commercial operations. This will reduce resource needs by 30%.

Potential and existing residents will be able to call or email, with Agentforce delivering AI-powered voice and chat services for queries like leasing, parking requests, or security concerns. Complex issues will be routed to service agents through Service Cloud, enabling faster responses. For the new service team, Agentforce will handle repetitive tasks, allowing employees to focus on complex cases - enhancing both response times and job satisfaction.

Trudel Immeubles is the first organization in Quebec, and one of the first in Canada, to adopt Agentforce.

A self-service portal will strengthen communities.

Residents can also access a self-service portal on Experience Cloud to view lease details, log service cases, and book amenities, plus make payments in the future. A knowledge base will allow tenants to self-service by providing instant answers to common queries. Additionally, Trudel plans to launch a community platform where residents can organize social activities like yoga sessions or book clubs. This platform will generate valuable insights to help Trudel better meet resident needs.

Data Cloud and Einstein offer AI-powered business insights.

Leasing, services, and tenant experiences will be unified through Data Cloud, giving the company a 360-degree view of its tenants. By integrating Einstein AI, Trudel Immeubles will benefit from actionable insights, such as identifying the most desirable unit configurations, based on the number of bedrooms, unit orientation, cupboard positioning, and other factors, to maximize occupancy and revenue. Salesforce Scheduler’s AI-powered algorithms will simplify move-in logistics for Trudel’s large developments.

4x more tenants signed each month with Sales Cloud.

Since adopting Sales Cloud in December 2023 with support from their Salesforce partner, Trudel’s leasing team has seen a dramatic increase in productivity, signing 30 tenants monthly - up from 7-9. Using Sales Cloud, the leasing team can track its tenant pipeline from the moment a prospect calls to log their interest, through to viewing units and signing the lease.

Automated processes improve efficiency, such as a unit search capability in Sales Cloud which allows leasing teams to automatically match tenants with their ideal unit. Sales Cloud integrates with Conga – an enterprise standard solution from the Salesforce AppExchange – to automatically generate documents and allow tenants to sign leases online while complying with government requirements. Via this integration, teams can now create a personalized brochure for a client and send it in just a few clicks.

This streamlined approach in Salesforce helped Trudel achieve full occupancy for its new site with just four agents, instead of the 10 originally planned.

With Salesforce’s AI capabilities and unified platform, Trudel Immeubles is transforming real estate in the province of Quebec, Canada. By centralizing data and automating operations, the company is setting new standards for tenant experiences and operational excellence.