← Work · 02
Scaling a workplace experience platform across TATA Realty sites for 70,000+ tenant users.
- Client
- TATA Realty (via CBRE)
- My role
- Sr. Manager, App Implementation & Workplace Lead
- Timeline
- Sep 2023 to Sep 2025
- Scale
- 70,000+ tenant users, 10+ integrations
The problem
What was getting in the way.
Campus-scale, many companies
A precinct holds many tenant companies and tens of thousands of people. Each had different needs and little reason to download a building app.
Services spread across vendors
Access, parking, food, visitor and facial recognition each came from a different provider with its own process.
Low everyday use
Apps often launch with a spike and fade. Without events, offers and useful tools, people stop opening them.
Security and compliance
Facial recognition, CCTV and access control touch personal data and need careful vendor, security and policy checks.
No single view for the landlord
Owners could not see how tenants used the building or where service fell short.
How it solves it
Better days for people, better data for owners.
Tenants and employees
- Digital access and visitor passes on the phone
- Order food, book amenities and register for events
- Curated offers and building news
- One login across the whole precinct
TATA Realty, CBRE and tenant companies
- One enterprise platform across sites
- Integrated systems instead of separate vendors
- Adoption, MAU, NPS and CSAT to steer investment
- A rollout model they can repeat site by site
Thought process
Six principles I worked by.
Treat the app as a product
I ran HOST as an enterprise product with a roadmap, release rhythm and success metrics, not as a one-off project.
Integrate, do not rebuild
Where good systems already existed, I connected them so tenants got one front door and vendors kept their strengths.
Earn the daily open
Food, events, offers and community give people a reason to return, which carries the harder functions like access.
Security by design
Technology selection, vendor evaluation and compliance reviews came before integration, especially for facial recognition and CCTV.
Roll out site by site
A pilot, a playbook, then scale. Each launch fed lessons back into the next.
Let numbers steer
Registration, monthly active users, NPS and CSAT told us what to fix and what to double down on.
The product
The tenant app, INTELLION+ by TATA REALTY
Screens from the public App Store listing of the app I rolled out and managed. The platform is CBRE's HOST, white-labelled for each precinct.
- Home
- Community
- My Building
- Menu
- Profile
What I did
5 workstreams, one outcome.
The HOST app as an enterprise product
ProblemA building app needs a clear owner, roadmap and rollout across many sites.
- Owned the HOST App across TATA Realty sites: rollout, integrations, adoption and tenant experience strategy.
- Led deployment and worked across business, technology, vendors and site teams to make it usable at scale.
- CBRE HOST platform
- iOS and Android
- Apple Wallet pass support
- Release planning and testing
ValueOne platform serving 70,000+ users across workplace and digital journeys.
Ten platforms, one experience
ProblemEvery service came with its own app, login and process.
- Onboarded and coordinated 10+ third-party integrations: access control, parking, F&B, facial recognition, CCTV and workplace systems.
- Ran technology selection, vendor evaluation, security and compliance checks, cross-platform integration and training.
- Access control
- Parking
- F&B ordering
- Facial recognition
- CCTV
ValueTenants see one flow; the precinct keeps best-of-breed vendors; compliance is checked once, early.
Access and visitors on the phone
ProblemEntering a large campus meant queues, paper passes and manual checks.
- Defined digital access and visitor flows with security and tenant companies.
- Supported registration campaigns so people could actually use them.
- QR and digital passes
- Visitor management
- Registration funnels
ValueFaster entry and a verified log, with registration as a tracked KPI.
Services, events and community
ProblemWithout daily value, the app would be used once a month, if at all.
- Planned the services mix: order food, book amenities, curated offers, events and precinct news.
- Used the community tab and campaigns to lift monthly active users and satisfaction.
- Spaces, Perks, Events, News
- Campaign analytics
ValueA reason to open the app daily, which sustains MAU, NPS and CSAT.
Adoption and measurement
ProblemLaunch numbers fade unless someone owns adoption.
- Ran registration drives, tenant onboarding sessions and site-level communication.
- Reported MAU, NPS, CSAT and registration to stakeholders and acted on the drops.
- MAU, NPS, CSAT dashboards
- Tenant onboarding kits
- Site-level communication
ValueA data-led loop that keeps a large user base engaged.
Approach
From idea to adoption.
- 1
Select
Technology, vendors and security review
- 2
Integrate
Access, parking, F&B, facial recognition, CCTV
- 3
Pilot
One site, one playbook, real feedback
- 4
Scale
Roll out across sites with training
- 5
Optimise
Registration, MAU, NPS, CSAT
Toolkit
Platforms and methods
Platform
- CBRE HOST
- iOS and Android
- Apple Wallet passes
Integrations
- Access control
- Parking
- F&B
- Facial recognition
- CCTV
- Workplace systems
Practice
- Vendor evaluation
- Security and compliance review
- UAT
- Training
- Rollout planning
Measures
- Registration
- MAU
- NPS
- CSAT
Impact
Scope and what I learned.
tenant users served
third-party platforms integrated
KPIs steering the programme
app stores: iOS and Android
70,000+ users and 10+ integrations are from my role summary. Ratings on the public listings are not shown here.
Adoption is a job, not a launch
Someone has to own registration, comms and feedback every week.
Compliance first saves time
Reviewing vendors for security up front avoids rework later.
Small useful features win
Food, events and offers did more for daily use than any single big feature.