“With Oracle CX Cloud we were able to deliver a unique customer journey for our customers in an innovative business in the MRV Group – Luggo.”
MRV, which does business in 160 cities in Brazil and has sold more than 300,000 residential units since its start in 1979, created Luggo for residential rentals.
To simplify business processes, the company began using Oracle as early as 2007. More recently, MRV added Oracle Advertising and Customer Experience applications to Luggo, its fully digital rental platform. Luggo needed to create an end-to-end experience to improve the customer journey..
Luggo is transforming long-term apartment rentals in Brazil by creating an omnichannel customer experience that has reduced the rental process from weeks to just a few hours. The target audience is young adults ages 25 to 35 who are tech-savvy digital natives, accustomed to purchasing goods and services via their mobile devices anytime, anywhere.
In 2019, the company knew it needed to give prospective tenants the ability to complete the end-to-end rental process digitally. Luggo also wanted to make service requests and other regular tenant needs completely digital. And since the real estate firm also offers tenants unique services like car sharing, laundry, and cleaning, the company needed to make those requests simple for residents.
We appreciate how the connected Oracle Advertising and Customer Experience ecosystem has given us the ability to complete the end-to-end rental process digitally. When physical interactions were limited in Brazil due to the pandemic, we were 100 percent prepared to be online.
Why Luggo chose Oracle
Trust between Luggo and Oracle during its long period of collaboration was a key factor in the real estate company choosing Oracle Cloud.
In addition, Luggo found that the depth and breadth of the Oracle Customer Experience suite could not be matched. Oracle Field Service, Oracle Commerce, Oracle B2C Service, and Oracle Content Management help to bring the company’s connected customer experience ecosystem to life.
Oracle helped Luggo pivot to digital as its primary engagement channel and generate high sales volume by enabling customers to carry out much of the purchase process without leaving home. Because of these capabilities, the real estate company increased sales in 2020 and 2021 despite the pandemic, renting 1,000 units.
The company launched a pilot project for fully digital real estate leases in January 2020. When Brazil went into social isolation due to the pandemic, it needed digital transactions to become the lion’s share of the company’s business. Luggo went from its first digital contract in February to 97% digital contracts in April, and then to nearly 100%. That growth was possible because Luggo was prepared, and Oracle played a big role.
Luggo reduced its rental process time with a seamless online experience using Oracle Commerce. Renting an apartment—from an initial visit to signing a contract—now takes just minutes instead of weeks.
Oracle Advertising and Customer Experience has also provided new self-service capabilities for residents, who can now digitally order and schedule services like car sharing, laundry, and housecleaning services using Oracle Field Service and Oracle B2C Service.
Using Oracle Cloud, Luggo can scale its front- and back-office platforms. The company is positioned for growth, and is already planning additional complexes throughout Brazil.
These efforts were rewarded when MRV Luggo was recognized as a finalist in the 15th Annual Markie Awards for the Nexus Award: Best CX Ecosystem.
Luggo worked with partner BExpert to implement a connected customer experience ecosystem.