THE LEGACY CONTINUES

Pavitra Shankar, MD, Brigade Group, has a holistic approach to development and explores every aspect of technology to ensure happy customers

- Jayashree Kini Mendes

Bengaluru-based Brigade Group has always stood at the forefront of developments of repute. The company has a strong presence in nine cities across residential, commercial, retail and hospitality. PAVITRA SHANKAR, MD, Brigade Group, tells JAYASHREE KINI MENDES, the company's strengths and building dream projects moving forward.

Having started out in 1986 in real estate, Brigade has a massive portfolio of projects. You have been involved in the company since after your education. How did you go about it?

I spent four years in the US building and running a business to support NRI Brigade customers. While the aim was to increase our marketing reach, and translate those efforts into sales revenue, I realised the value of post-sales service, and spent a lot of time understanding customer issues and how to reorient our processes and communication around the customer. When I returned to India in 2016, one of my major initiatives was establishing our customer feedback cell, Here4You. It has since evolved from an escalation management tool to an all-encompassing workflow management and customer listening tool, where every query raised by the customer is ticketed, documented and monitored for on-time closure, as well as reviewed for any insights at a larger scale, which we can use to improve our product and service delivery.

Our priorities at Brigade is staying focused on “the basics of the business”. Those basics include customer centricity, giving a quality product, and finding the right locations. Another basic is “building the right kind of organisation to stay resilient that reflect our values and culture”. We use a data supported approach for our sales strategy and a fresh approach to our new project launch campaigns with optimised marketing spends as well.