Newsec

Consistent case management that promotes transparency

April 14, 2026

More industries Customer stories Salesforce Service

Newsec Property Asset Management manages and develops properties on behalf of property owners and investors, with a focus on creating value and long-term sustainability. The company is part of the Newsec Group, which operates in seven Nordic and Baltic markets and possesses unique market expertise in real estate in Northern Europe

Challenges

Case management was handled across multiple functional inboxes without a unified overview.
A lack of internal transparency, difficulty tracking cases, types, and assignments, and no comprehensive monitoring of service levels.
Limited visibility into customer data and challenges in collaboration between business units.

The Assignment

Releye was tasked with developing a platform for centralized customer service. Through a detailed analysis of cases, processes, and assignments, areas for improvement were identified, and a customized solution was built in Salesforce Service Cloud. The platform enables structured categorization of cases, shared guidelines, follow-up, and consistent workflows across the entire organization.

The Solution

Newsec established a central customer service function and integrated more than 60 functional inboxes directly into Salesforce. This created transparency throughout the entire case flow, more efficient follow-up, and a common KPI structure for all business areas. Advanced reports and dashboards make it possible to track volumes, types, and SLA levels, thereby enabling more proactive work with assignments and resource management.

With Salesforce, Releye has enabled Newsec to create a professional customer service tailored to our property management areas. Through our collaboration with Releye, we have established transparency across our business areas, which allows us to tailor our services to tenants’ needs. Being a tenant in Newsec’s property management should be easy.

The result

Improved operational efficiency and better coordination, both internally and externally.
Higher data quality through integrated systems and required fields that ensure complete case information.
Shorter response times, a better overview of cases, and increased tenant satisfaction.

Summary

By combining Microsoft’s platform with Reley’s industry expertise, the company established a solid foundation for future growth. CRM became not just a system for operational support, but a strategic tool that strengthens relationships, streamlines workflows, and delivers real business value.