Project Management
AGILE software development, Jira, MS Project, Confluence
Mój DOM: Digital Customer Service Platform
Client: Dom Development
Location: Poland
Cooperation since: 2024-2025
Project: Mój DOM web application
Scope of cooperation: UX & UI Design, implementation using Xperience by Kentico, Microsoft Entra ID, CRM integrations
Project background
Dom Development is Poland’s largest residential property developer, operating across four major metropolitan areas: Warsaw, Wrocław, Kraków, and the Tri-City region and surrounding areas under the Euro Styl brand. The company is recognised for high build quality, timely delivery, and a comprehensive customer approach – covering the entire journey from property purchase and mortgage support to post-sales communication and interior finishing assistance.
Digital channels play a critical role in Dom Development’s sales and customer communication processes. A significant portion of customer journeys begins online, making the development of consistent and efficient digital solutions a key element of the company’s business strategy.
Our cooperation with Dom Development has been ongoing since 2020 and includes the development of solutions based on the Kentico Xperience platform. The project described here represents the next stage of the organisation’s digital transformation – responding to evolving business needs and growing user expectations regarding digital experience.
Challenge
As Dom Development continued expanding its digital ecosystem, the company faced the need to further automate and standardise key customer service processes. The growing scale of operations and increasing offer complexity required solutions that would provide full control over sales and after-sales workflows while improving customer experience at every stage of interaction with the brand.
A major challenge involved digitising processes previously handled in a fragmented or partially manual way – from access to financial information and additional services management to post-sales communication.
The project aimed to deliver a consistent, scalable solution aligned with Dom Development’s long-term digital transformation strategy.
Automation of core after-sales processes
Delivery of a unified and intuitive digital customer experience
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Let’s connectSolution
In response to Dom Development’s needs, we implemented the My DOM web application – a modern self-service platform that digitises and organises key sales and after-sales processes within a single ecosystem.
The solution was built on Xperience by Kentico in a headless architecture, featuring a server-side rendered React frontend and infrastructure deployed in the Microsoft Azure cloud. This architecture ensures scalability, security, and flexibility for future development.
The My DOM application enables customers to independently manage their relationship with the developer – from accessing investment information and documents to contacting teams, reporting issues, and managing additional services. Future development plans include digital solutions supporting interior finishing processes for purchased properties.
The platform was fully integrated with Microsoft Dynamics CRM, which manages internal developer processes and ensures data consistency throughout the entire customer lifecycle. The solution represents another milestone in Dom Development’s digital transformation and is available to Group customers who purchased properties after 22 July 2025 and registered in My DOM.
Project scope
Analysis: analysis of business processes and technology landscape, stakeholder workshops, definition of project goals, scope, and key requirements.
Solution design: UX concept and visual design, logical and technical architecture design, preparation of test scenarios, environment configuration, and performance testing.
Development: functional and technical implementation, integrations with external systems, production environment configuration, manual and automated testing (Playwright E2E), documentation, and training.
Support and maintenance: ongoing service support and maintenance delivered under an SLA agreement.
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Let’s connectResults
The My DOM platform supports both contract execution processes and after-sales service operations, ensuring a consistent workflow across the entire organisation.
Through a centralised system, customers gain intuitive access to all services – from tracking construction progress and reporting issues to selecting finishing materials. The implementation delivered measurable improvements in both operational efficiency and customer satisfaction.
Support for contract management and after-sales service processes
Increased customer service efficiency through a centralised CRM ecosystem
Improved user experience thanks to an intuitive interface
Technologies
Technology
Xperience by Kentico, .NET 8.0, Azure (Application Gateway, Service Bus, Key Vault, Application Insights, Blob Storage, File Security Scan Service, SQL Database), React SSR (Next.js 14), TypeScript, Docker-based environment, Cloudflare
Integrations
Microsoft Entra ID integration with additional authorisation layer, Microsoft Dynamics CRM
Facing a similar challenge?
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