Connecting Sales, Marketing and Customer Data Across Malaysia

About IJM Land Berhad

As one of Malaysia's leading property developers, IJM Land Berhad manages a diverse portfolio of townships, integrated developments, residential communities, commercial properties, and mixed-use projects across Malaysia and overseas. With more than RM30 billion in Gross Development Value (GDV) and operations spanning multiple regions, managing customer relationships consistently across the business became increasingly important.

The Challenge

With more than 100 sales representatives operating across different regions in Malaysia, IJM Land was managing sales activities through multiple platforms. Customer information, leads, and pipeline updates were spread across different systems, making it difficult to obtain a consolidated view of sales performance across the organisation.

Marketing teams also had limited visibility into customer data, making it challenging to nurture prospective buyers, reconnect with existing customers, and run targeted campaigns. At the management level, tracking the movement of leads - from the first enquiry through qualification and ultimately to a completed property sale - was largely dependent on manual reporting and spreadsheets.

As the business expanded, IJM Land needed a single platform that could connect regional teams, standardise sales processes, and provide greater visibility across the entire customer journey.

The Solution

Working together with Telcowin, IJM Land implemented Salesforce Sales Cloud and Marketing Cloud as a single platform for customer relationship management.

Customer information was organised using property industry best practices, giving sales representatives a consistent way to manage accounts, opportunities, and customer interactions across every region. Marketing teams gained a central platform to engage both prospective and existing buyers, while management received real-time visibility into pipeline performance and sales activities.

The result was a connected sales and marketing environment where every stage of the customer journey - from lead generation to property handover - could be monitored from one platform.

The Telcowin team is a group of highly trained professionals who provides excellent business solutions, and focused project management that seeks to meet clients expectations and requirements. As the CRM Project Manager, I am pleased to have worked with them on our CRM Journey.

Key Improvements

Business Outcomes

• 40% increase in annual revenue - achieved within the first year of implementing Salesforce CRM
• End-to-end sales visibility - management gained complete visibility from the first customer enquiry through to property handover
• Better lead management - sales and marketing teams could monitor, qualify, and nurture leads more effectively throughout the buying journey
• Improved collaboration - regional teams worked from the same customer information, reducing duplication and improving communication
• Better decision-making - real-time dashboards replaced manual spreadsheet reporting, providing leadership with timely commercial insights

Why This Project Matters

For IJM Land, Salesforce became more than a CRM. It provided a connected platform that brought together sales, marketing, and customer information across multiple regions, giving leadership greater visibility into business performance while helping teams build stronger relationships with prospective buyers.

The project also reinforced an important principle that continues to guide many of Telcowin's Salesforce implementations: when customer data, sales processes, and marketing work together on a single platform, organisations gain the visibility needed to make better business decisions and support sustainable growth.

At a Glance

Solutions Delivered