Challenge
As Malaysia's largest property developer across residential and commercial units, Setia was launching multiple projects in parallel, generating heavy inbound buyer interest across every campaign, and sitting on a CRM with years of historical contacts. But the first mile of the buyer journey had become the bottleneck.
New inquiries waited hours for a callback. Agents opened every conversation cold, with no context on the buyer's intent, timeline, or budget. And thousands of dormant contacts sat untouched in the CRM. Setia had more buyer interest than the sales team could respond to, and adding headcount was neither fast enough nor scalable.
Solution
S P Setia partnered with Origa to deploy an AI concierge across its buyer journey. The concierge was deployed on the CRM level across voice, chat, and WhatsApp with one shared memory, giving every buyer a fast, brand-consistent first conversation, and every SP Setia agent a fully briefed handoff.
The concierge engaged every new buyer within seconds, answered questions on unit types, pricing, and availability, and books site visits directly into agent calendars.
It was trained extensively on Setia's knowledge base, and runs the same conversation for dormant buyers sitting cold in the CRM, reopening them with launches and pricing windows matched to their earlier interest. Warm buyers hand off to a live agent already briefed on the exchange, and the sales team opens every follow-up already knowing who they are speaking with.
Results
Every buyer inquiry now gets an instant, briefed response. Site visits are booked directly by the concierge in seconds rather than hours or days, and buyers arrive at viewings already familiar with the development, unit types, and pricing.
S P Setia's agents no longer open conversations cold. Every handoff comes with a full brief on intent, timeline, budget, and financing readiness, and the sales team spends its time closing rather than chasing.
Dormant contacts have become an active revenue channel. Buyers who had gone silent months or years ago are being re-engaged with launches matched to their earlier interest, together with new inbound inquiries generating RM5M in pipeline through the AI concierge and delivering an 828% return on the first phase of deployment.
The first mile of SP Setia's buyer journey has become a competitive advantage that continues to add pipeline where none existed before. They're in the process of deploying Origa across all their properties.
“Our experience with Origa has been highly encouraging. From closing a sale during the POC to securing over RM5 million in additional sales during early implementation, the impact has been visible from day one.”
