126 127 Annual Report 2021 TROPICANA CORPORATION BERHAD SUSTAINABILITY AT TROPICANA Business Innovation As we continue to reap the benefits of emerging technologies that promote rapid digital transformation, Tropicana considers business innovation as one of the key contributors to our long-term business growth. While the pandemic certainly helped fuel the adoption of digitalised operations within the industry, as a market leader, this acted as an accelerant to Tropicana’s efforts in transitioning our internal and external processes to become more digitally-aligned. Tropicana 360 App To elevate user-experience for our customers, Tropicana embarked on a journey to develop a digital platform that provided value-added solutions and access to a wide variety of high-end facilities at our developments and clubhouses at our projects or Tropicana Golf & Country Resort (“TGCR”). The Tropicana 360 (“T360”) application is a lifestyle platform that delivers innovative solutions through an automated channel of engagement for greater efficiency. The all encompassing app is tailored to integrate customer service avenues with our VP and CCU team while providing timely updates on the progress of our projects. We strive to redefine homeownership experience by converging informative property news about our developments, property management and facilities booking into one seamless platform. Since the official launch of the T360 app, we received positive responses in terms of number or app downloads and usage by purchasers across seven different projects developed by Tropicana. We eagerly encourage new customers to download the app and channel their communication with the Group’s internal teams via T360 to ensure efficient record-keeping and assurance on addressing any queries. In FY2021, five new project phases were made available on T360 with most downloads coming from the central region compared to our southern counterpart. Protecting Data Privacy As many processes become digitalised, data privacy and security is material to our business operations. The Group collects and retains selected data from purchasers for homeownership applications which include personal data, financial background and work history. To address the need for data privacy by our stakeholders, we strictly abide by the regulations outlined in the Personal Data Protection Act (“PDPA”) 2010. We keep our stakeholders clearly informed about the use of their data and apply strict security measures to avoid any breaches. Tropicana received zero complaints related to data privacy breach from our stakeholders in FY2021. We strive to maintain this track record by managing clear communication channels with our stakeholders and obtaining consent for every data we utilise or retain for business purposes. Name of Project App Downloads by Purchasers (%) Tropicana Cheras (Phase 3) 100.0 Tropicana Danga Cove (Oasis 3) 60.0 Tropicana Danga Cove (Ayera 1) 82.2 Tropicana Gardens (Cyperus) 99.3 Tropicana Gardens (Dianthus) 89.2 Tropicana Aman (Cheria) 98.5 Tropicana Aman (Sinaria) 100.0 Tropicana Heights (Ridgefield) 99.5 The Residences 88.1 New Projects Added in FY2021 Tropicana Metropark (Paisley) 93.0 Tropicana Aman (Dalia) 90.8 Tropicana Aman (Aman 1) 93.5 Tropicana Danga Cove (Ayera Residence 2A) 39.0 Tropicana Danga Cove (Ayera Residence 2B) 8.0 Customer Feedback on Tropicana as a Brand Tropicana Aman Tropicana Gardens Tropicana Metropark Tropicana Heights (Kajang) Tropicana Heights (Cheras) Tropicana Residences Would you recommend our properties to your friends/relatives? (% of “Yes” responses) 91.3 80.5 71.3 88.0 100 83 Will you buy another TCB property? (% of “Yes” responses) 83.8 93.5 88.5 92.7 100 79 How would your rate TCB against other brands? (Rating 1-5) 3.9 4.1 4.4 4.3 4.2 4.1 FY2021 T360 App Update Loyalty Program Module (T Privilege) • Access to member profile • Reward catalogue • Highlights • Reward redemptions Clubhouse module (Tropicana Aman Recreational Hub) • Booking for public and sports facilities • Membership information • Contact us section Clubhouse module (TGCR) • New VIP Suite Booking System for Royal Suite, Perdana Suite, Presidential Suite and Premier Suite 1 2 3
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