While COVID-19 may have hit India’s property sector hard, it hasn’t stopped L&T Realty from investing in its employees. The real estate development arm of engineering and construction major, Larsen & Toubro used the lockdown to empower its teams to enhance their CRM knowledge and skills through Salesforce’s learning platform, Trailhead.


Trailhead is like a 24/7 interactive mentor. I had a great time using the platform to upgrade my skills even in the midst of the lockdown.”

Sapna Jha, Executive-CRM, L&T Realty
Trailhead achievements: Mountaineer rank, 29 badges, 18,050 points

Opportunity in the face of adversity

The real estate industry is highly dependent on physical interactions, site visits, and discussions – all of which were temporarily suspended during the COVID-19 lockdown. With employees unable to meet clients, it was a challenge to keep them engaged. Some companies were forced to lay off their people. But L&T Realty chose to upskill theirs.

At the time, the company was in the process of implementing Salesforce CRM. Ajay Nambiar, CX Head at L&T Realty thought this the opportune moment to upskill his whole team. Trailhead would enable the team to spend their time at home constructively, acquiring a new set of skills in a fun and engaging manner. It would also prepare them to seamlessly transition back to work on the Salesforce platform once business returned to normal.

Watch this video where Nambiar explains why upskilling in the current environment is so important, and how Trailhead has kept his team motivated and engaged.


Going through Trailhead has been a remarkably exciting and challenging learning experience.”

Akshay Deepak, Manager–CRM, Customer Relations & Property Management, L&T Realty
Trailhead achievements: Mountaineer rank, 27 badges, 18,375 points

A powerful way to learn

Nambiar’s team has reported multiple benefits to upskilling on Trailhead — including the chance to network with other Trailblazers, while also enhancing their knowledge of CRM, marketing, and sales. Rewards in the form of badges and points have kept teams motivated. And hands-on challenges in Trailhead Playgrounds have enhanced the quality of learning.

Employees are now more confident about using CRM to serve their customers better. More importantly, they’ve acquired new credentials and skills to take their careers to the next level of success, and unlock new opportunities beyond COVID-19.


Trailhead is so much more than just a user manual. The sheer scope and coverage of the platform are mind-boggling.”

Sandhya Nair, Senior Manager-Customer Care & Property Management, L&T Realty
Trailhead achievements: Mountaineer level, 43 Badges, 20,675 points


Trailhead now has new modules that can help you skill up for the new future. As we reopen our economy, Trailhead is here to help. Find out more.