As a leading real estate developer in Singapore, Frasers Property Singapore is constantly looking at ways to enhance the experience of the customers we serve. At our residential properties, we want to provide a worry-free end-to-end experience for our prospective homeowners. With Rivière, our latest residential property to attain Temporary Occupancy Permit (TOP), we created an innovative and streamlined home collection process. Leveraging a high-tech, high-touch approach, we keep our prospective homeowners well-informed on the construction progress, as well as a one-stop application to guide them on their home ownership journeys.

As part of an integrated precinct by Frasers Property, Rivière offers a rare and exclusive location by the heritage-rich riverfront, luxurious designs, next-level concierge, and proximity to the vibrant arts, entertainment, and food scene in Robertson Quay.

Ms Soon Su Lin, Chief Executive Officer of Frasers Property Singapore, said: “We are happy to announce that Rivière has sold out all its units, a testament to its popularity with homebuyers looking for a signature and luxurious residential development along the Singapore River. We are heartened to hear the positive response and feedback from our homebuyers of Rivière towards our customer service standards and multi-pronged communications approach that look at various customer touchpoints, such as a mobile application, webinars, and personalised services by our ambassadors."

She added: "Guided by Frasers Property’s Purpose – Inspiring experiences, creating places for good. – we aim to not only design and develop homes of premium quality and amenities that enhance the wellness of the community but to also offer a positive and seamless buying experience, starting from the sales through to the home collection processes.”

The homebuyers’ journey started from the planning phase of Rivière, with Frasers Property Singapore evaluating factors such as location, architecture, and design, to give buyers an enriching living environment and buying experience.

Felicia Chan, who bought a one-bedder unit, highlighted: “Rivière’s location was a key deciding factor for my husband and I. We saw the opportunity to live along the historic Singapore River whose cultural symbolism was also evoked by Kit Chan’s iconic National Day Parade song, ‘Home’. For us, Rivière therefore represented a larger sense of both home and heritage.”

Designing a streamlined home collection process

To design this seamless home collection process, our residential team mapped out the entire customer journey and timeline to identify important milestones along the homeowners' journey, which allowed us to develop tailor-made solutions for each milestone.

Six months before Rivière attained TOP on 17 January 2023, our team engaged the homeowners and encouraged them to register for our specially designed mobile app, Funnel. It is a one-stop platform that allows them to track the construction progress of the development, book a home collection appointment, access inventory documents, and raise service requests. In addition, the app provides updates to residents on estate maintenance schedules and allows prospective homeowners to provide feedback on common areas and facilities.

To give our homebuyers a deeper understanding of the entire home collection process and help them plan for their home renovation and design earlier, the team organised a three-part webinar series for Rivière homeowners four months before TOP. The webinars touched on different aspects of home ownership, including the home collection process, guidelines for renovation and moving in, house rules, as well as exploring the functionalities of Funnel.

The webinar series ended with a walkthrough of the home journey and reiterated the key points covered across all three parts of the series for the benefit of homebuyers who are unable to attend all series of the webinar.

Customer-centric efforts results in happy homeowners

Frasers Property Singapore’s extensive customer-centric approach toward the home collection process was warmly received by homeowners.

Ms Felicia Chan said: “Having the Funnel application to check on updates on the development’s construction as well as being a part of the Q&A sessions in the web seminars showed us that Frasers Property Singapore was always present to answer our queries and give us updates. It gave us a sense of assurance while we were waiting for the construction of the development to finish.”

Her husband and co-owner of the unit, Mr James Tan, added: “A lot of efforts was put into the planning process to envision what a homeowner would require at various points of the home ownership journey. They (Frasers Property Singapore) put together processes that supported us very well. As a new homeowner, I felt very supported throughout the entire process from the webinars to the key collection.”

Specially trained care ambassadors

Through Funnel, homeowners can conveniently book their home collection appointment and choose between two collection modes – Sit & Chat option which is suitable for first-time homeowners or Collect & Go option which is suited for homeowners with busy schedules or who wish to enter their unit at their convenience.

For homeowners who select the Sit & Chat option, our specially trained Care Ambassadors would bring them to their new home, conduct a run-through of the house and brief them on the unit’s inventory. They help homeowners to familiarise themselves with the unit’s digital lock, home appliances, and unit layout. They have also been trained to share more on the administration processes of the home collection with the homeowners and attend to any queries they may have.

Care Ambassadors also present homeowners with a specially designed eco-leather bag that comprises well-labelled keys, access cards, a Smart Home gateway with a Z-wave module, and a welcome package that comprises basic toiletries, and a week of complimentary utilities. In addition, homebuyers of Rivière will receive a one-year complimentary Fraser World Diamond Membership that allows them to enjoy a year of specially curated privileges at any of Frasers Hospitality’s participating hospitality properties worldwide.

Frasers Property Singapore also worked with Harvey Norman, one of our retail tenants from The Centrepoint, to curate special deals on home appliances, furniture, and homeware. These deals were shared with homeowners of Rivière before the TOP to help them in making plans for renovation by getting them the best deals for their new homes.

Rivière successfully sells out

James Tan, who owns a one-bedder unit in Rivière, said: “Located along the Singapore River, Rivière pays homage to the history of our forefathers who had toiled to bring Singapore to where it is today. The spaces in the development have been properly planned to make it highly liveable. We also get to enjoy unique views of the Singapore River, its surrounding lush greenery and the varied mix of iconic buildings in the area.”

Mr Adrian Tan, who owns a 3-bedder unit in Rivière, said: “In the first instance, what was provided within Rivière, namely the cupboards, and quality fixtures were well done up already. So, there wasn’t much need for extensive renovation. The development was also surrounded by many amenities, with both my son and my daughter having easy access to their schools. Our home faces Kim Seng Park, giving us much inner peace and quiet while at home.”

Meanwhile, Mr Tan Wee Keong, a proud owner of a unit at Rivière, felt the development had ticked every checkbox on his wish list as a buyer. He cited how he was impressed by the layout of Rivière, the serenity and tranquillity of the development’s surroundings, and how it did a great job in bringing buyers closer to nature.

Wee Keong added that he was happy with the home collection process too, commending the residential team for being very friendly and always carrying a smile on their faces as they brought him through the home walkthrough and key collection process. The warmth of the residential team had made him feel very welcomed and treated like a friend, with the team having his best interests at heart.

Wee Keong also wrote a heartfelt complimentary note expressing his appreciation towards Mr Derek Tan, one of our Sales Manager at Frasers Property Singapore, who left him with a positive and huge impression during the tour of the show suite. Adding that Derek definitely played a role in tipping him over in choosing Rivière as his dream home, Wee Keong said: “We’d like to express our heartfelt gratitude to Derek (an employee of Frasers Property Singapore) for his warm reception, his attention to detail, as well as his passion and sincerity in serving us.”

In his complimentary note, Wee Keong also quoted SCDA Architects, the architects for Rivière, and wrote: “Rivière is a showpiece in mastering the elements of architecture – light, space, transparency, materiality, and order. The residential towers are raised elegantly on structural stilts, framed by intimate gardens and sensuous water pavilions. The overall design aspires to the humanist qualities of serenity and calmness, giving poetic beauty to everyday moments.”

Building on Rivière’s success, Frasers Property Singapore will continue to deliver well-designed, quality homes and seamless customer experience that cater to the holistic well-being of our homeowners.