Scape doubles down on Agentforce to enhance resident experience.
Learn how the company is embracing AI to convert bookings and help students settle in.
Founded in Australia in 2014, Scape, a member of The Living Company, has grown to become the country's largest fully integrated developer, owner, and operator of purpose-built student accommodation (PBSA). It has nearly 20,000 residents across 40 buildings in Sydney, Melbourne, Brisbane, and Adelaide and a further 7 properties in development.
Born from a belief that students shouldn't have to compromise on quality, Scape creates homes of belonging, places where residents feel welcome, known, and at ease during one of the most significant transitions of their lives. Now expanding beyond student accommodation into built-to-rent and urban living, Scape's vision is to become Earth's best living company. Delivering that vision at scale requires a digital platform as ambitious as the company itself.
Uplift digital capabilities to double growth and deliver exceptional resident experiences.
Entering its second decade of operation, Scape set an ambitious goal: double its growth over the next five years while expanding into new residential sectors, including built-to-rent and retirement living. Achieving that required a step-change in digital capability.
At the time, leasing, service, and marketing teams operated on siloed systems that limited visibility across the customer journey and made collaboration across a growing national portfolio difficult. With thousands moving in and out of properties each year, many of them relocating from overseas, Scape needed to be available 24/7, across every channel, in multiple languages.
The company wanted to bring everyone onto a single platform, one that could scale with its ambitions, support a seamless resident experience from first enquiry through to renewal, and free its people to focus on what Scape does best, building communities where residents truly belong.
We want to free teams from busy work, so they focus on what matters, the resident experience and creating connections.
Anouk DarlingCEO, Scape By The Living Company
Agentforce helps Scape nurture and convert leads.
Scape uses Agentforce to engage with students on their channels of choice. Its new sales agent has become one of Scape’s top lead-generation tools.
The agent is embedded on the website and via WhatsApp in Scape’s Digital Marketing, where students can immediately engage. Drawing on knowledge articles created by Scape’s experienced teams, combined with real-time availability data which has been ingested into Data 360, it advises prospective residents on the best-suited properties based on their needs and location. Then, when a student is ready to take the next step, the agent seamlessly hands over to a leasing executive or raises an opportunity for follow up.
The results have been significant. In addition to boosting sales productivity, the agent has a conversion rate equal to Scape’s best channels and reduces the time to close a sale by 20%. Next, Scape plans to enable the agent to finalise bookings end to end, providing residents a fully digital experience from first enquiry to confirmed home.
Agentforce is now one of our most powerful lead generation channels, connecting us with prospective residents in multiple languages, day or night.
Rosalind Lill-LusbyGM Brand, Marketing & Communications, Scape By The Living Company
Agentforce is always on, supporting residents when it matters most.
Every year, the start of the first semester brings one of the most intense periods in student accommodation. For Scape, that means over 10,000 students moving in within weeks, many arriving from overseas and settling into a new home for the first time. During this peak period alone, Scape manages upwards of 40,000 resident interactions.
Agentforce handles these conversations around the clock on the channels students actually use, primarily WhatsApp, resolving routine enquiries instantly and escalating to a human team member when needed. Scape anticipates this will ultimately enable a 50% reduction in support cases, freeing its people to focus on the moments where the human touch matters most.
Looking ahead, future agents will reach out to residents proactively before move-in day, confirming arrival times and helping students feel prepared and welcome before they have even walked through the door.
From broadcast to belonging, personalised engagement at every stage of the resident journey.
Scape's residents are not a homogenous audience, they are multi cultural, multi-lingual, multi-destinational and are at very different stages of their journey with Scape. Generic, transactional communication was never going to serve them well, and it was never going to serve Scape's brand experience and growth ambitions either.
With Agentforce Marketing, Scape now delivers personalised journeys that reflect the same warmth and attention to detail residents experience in person. Rather than sending the same message to everyone, the team can activate the data sitting across their platform to reach the right resident, on the right channel, at the right moment with communication that genuinely feels like it comes from Scape.
Nowhere is this more tangible than in the rebooking process. Where residents once had to visit the front desk to extend their stay, they now receive a personalised offer by email towards the end of each semester, one that reflects their history as a resident and can be accepted in a single click. The booking is then processed automatically through integration with Scape's booking platform via MuleSoft, with no manual steps required on either side.
The transparency this creates has been just as valuable internally. Scape can see in real time how many offers have been accepted and follow up via SMS or other channels where needed, replacing guesswork with clear, actionable insight.
The results speak for themselves: since the rollout, Scape's sales and rebookings have hit new records every cycle. The team is now focused on continuing to raise that bar, expanding the channels they reach residents on and sharpening personalised offers using propensity-to-convert data to get even more precise about who to reach and when.
From reactive to effortless: giving residents the service they expect.
When almost 20,000 students are living away from home, many for the first time, most in a country that isn't their own, the quality of service they receive isn't just an operational metric. It's the difference between a resident who feels supported and one who doesn't rebook.
Scape's teams now use Agentforce Service and Agentforce Field Service to manage cases and maintenance requests across its entire national portfolio on a single platform. For the first time, everyone from frontline staff to facilities teams has full visibility of each resident's history and open requests, eliminating the duplication and dropped handoffs that had previously slowed resolution times.
The results have been immediate: since going live, Scape has reduced case handling times by 25%. But the team isn't stopping there. The focus has now shifted from speed to volume, using AI-powered self-help and real-time case status updates to reduce the number of cases that need to reach a human at all. Residents can already manage their bookings, cases, and payments through Scape's resident portal, built on the Agentforce 360 Platform with Agentforce supporting routine queries around the clock.
For a company whose brand promise is a home where residents feel known and cared for, the goal is simple: make great service effortless so residents can focus on their studies, their friendships and their new home.
For the first time, we can see all residents and interactions in one place, reducing duplication and empowering residents to self service.
Lauren StoreyChief Operations Officer - Operations, Scape By The Living Company
Tableau and Net Zero Cloud support data-driven operations and sustainability
Scape has adopted Tableau for all its consolidated reporting, including sales and service. This move has been transformative, eliminating the need for manual reporting and unlocking valuable insights. Scape is currently rolling out Tableau Next to bring more insights to the frontline in the flow of work rather than a separate reporting tool.
The company is also using Net Zero Cloud to centralise its Environmental, Social, and Governance (ESG) data on the Salesforce platform. For a company backed by global institutional investors with their own sustainability commitments, this matters. Once fully implemented, the goal is to enable investors to self-serve and easily consume ESG data directly and in time, surface those insights through an AI agent.
Tableau is a standout with the insights and value it delivers. We’re now deploying Tableau Next to bring these insights into the flow of work.
Dr. Mirko GroppGM Digital, Information, and Technology, Scape By The Living Company
For Scape, the shift to Salesforce has been more than a technology decision. It has been a foundational step in becoming a company that can deliver a world-class living experience at scale, without losing the warmth and personalisation that defines the Scape brand.
With sales, service, and marketing connected on a single platform, teams can act as one. Agentforce handles the high-volume interactions that once consumed capacity, freeing employees to focus on the human connections that matter most.
As The Living Company grows across student accommodation, built-to-rent, and retirement living, the platform grows with it, built for an ambition that shows no signs of slowing down.
Doubling down on agentic AI frees our people to focus on building and fostering the human connection and a place of belonging our residents seek.
Lauren StoreyChief Operating Officer – Operations, Scape By the Living Company
Scape partnered with Salesforce consulting partner Innovior to move quickly, going live with Agentforce Marketing, Agentforce Sales, and Agentforce Service just five months after the decision to deploy, in time for a critical rebooking cycle.
Over the two years since, Scape has continuously deepened the platform's capabilities, adding Field Service, commencing self-service portals for residents, partners, and contractors also embedding Tableau across the business for consolidated reporting. In parallel, Scape has grown its own internal technology team, building the capability to run and evolve the platform independently, a deliberate investment as the company prepares to expand Agentforce into new business verticals beyond student accommodation.
The partnership with Innovior has helped us to gain momentum quickly and launch in record time for an important rebooking cycle.
Dr. Mirko GroppGM Digital, Information, and Technology, Scape By The Living Company
