​In the digital era, data not only helps enhance management efficiency but also becomes the foundation for creating customer experience. At ROX Group, the strategy of developing technology and data is being translated into tangible values at each touchpoint of the ecosystem.

Experience touchpoints driven by technology

A resident opens an application to report an issue in the apartment. At the operation center of a smart industrial park, the management board can monitor operational indicators in real time. Or a customer response is received, analyzed and transformed into an improvement action within a short period of time.

In each situation, what consumers care about is simple: convenient operations, quick responses and resolved issues. Few people think about the technology platforms operating behind the scenes.

And at ROX Group, technology is quietly present in every experience, serving as the foundation for building sustainable service quality.

For example, at urban areas managed by TNPM, a member of the ROX Group ecosystem, the TIMI application serves as a bridge between residents and the management board. From reporting incidents and paying service fees to receiving notifications, all interactions are carried out on a unified platform.

The TIMI application contributes to improving resident experience and optimizing management and operation activities.

The T.SIE smart industrial park solution developed by TNTech is also built on a similar approach. Data from infrastructure, energy, environment and security is connected on the same system, enabling the management unit to monitor operations in real time while supporting enterprises in optimizing operational efficiency.

T.SIE connects data from multiple systems, contributing to improving the efficiency of real-time management and operation of industrial parks.

The two products belong to two different sectors, yet both are nurtured by the same “undercurrent": the ability to connect data so that each experience becomes more seamless.

Previously, ROX Group was a pioneer in applying the smart hotel model in Vietnam, thereby accumulating experience in developing digital platforms for operations and customer experience. From there, ROX has gradually expanded its capacity to develop digital platforms to urban area management, industrial park management and customer experience management across the entire ecosystem.

“Listening" to customers through data

A representative of ROX Group said that each report on TIMI, each operational indicator in an industrial park or each customer review after using a service leaves behind a “trace." When standardized, connected and analyzed, these traces are no longer fragmented pieces of information, but become a basis for enterprises to gain a more comprehensive view of customer needs.

In recent years, ROX Group has focused resources on the infrastructure that is rarely mentioned but plays a decisive role in management capacity: data standardization, system integration, development of a centralized data warehouse and analytical tools serving management and operation. Member units have proactively developed data visualization dashboards and reports to support daily work. Meanwhile, key data projects are gradually being completed to form a unified management platform across the entire ecosystem.

ROX Group develops data and technology platforms to enhance management efficiency while improving customer experience across the entire ecosystem.

Since 2025, ROX Group has implemented Customer Experience Management (CXM). With a dedicated team, more than 20 standardized processes and a real-time, multi-channel, multi-touchpoint Voice of Customer (VOC) model, customer listening activities no longer stop at receiving feedback but have become a continuous management process. Each opinion is recorded, analyzed and transformed into service improvement actions.

When data begins to “connect" with one another, enterprises also gain the conditions to connect better with customers. In 2025, customer satisfaction across the entire ecosystem remained high, with CSAT reaching 94%, while NPS, which measures willingness to recommend services, stayed at 92%. More important than the figures is the fact that customer experience has become a management indicator, measured and improved through data rather than intuition.

In 2026, ROX Group will continue to develop its centralized data platform, complete systems for asset information management, finance and accounting management, and project management, serving its expansion strategy in real estate development, energy and international markets.

At the milestone of 30 years of creating and reaching further, ROX Group is not only expanding its scale of operation but also gradually strengthening core capabilities to adapt to market fluctuations. Alongside the foundation built on people, management models and ecosystem strength, data and technology are also creating the Group's competitive advantage for the journey ahead.

From the connected streams of data today, ROX Group is building the foundation for an intelligent and flexible operating ecosystem that places customer experience at the center and is ready for new advances in the future.