Our work is customer-guided. We always seek to increase engagement and consider the client's vision in what we classify as non-financial goals. In this sense, we work to engage our employees and deliver the construction works with all the facilities available and requested by customers, meeting the applicable standards and ensuring users' comfort.
Our service is proactive and informative, which often allows us to intercept the demands and aspirations of our customers. We have developed processes to understand better all those who decide to purchase one of our apartments. Even with a high number of customers, we offer personalized service.
We have developed an environment where potential buyers can learn a little more about our proposal, better understand our policies and have the time they need to talk and clear up their doubts. Our goal is for this relationship to flow smoothly and productively without forgetting to envision our macro-goals package, which is shared by 100% of the employees.
To speed up this contact, in 2021, we created a bot for answers via chat, available on the Even Portal and our App (soon, also accessible via WhatsApp). The tool, responsible for the first answer to our customers' doubts, has already presented good results.
We believe that it is in the relationship with the client that the alignment of goals and interests arises. For this reason, we have parameterized the procedures to be adopted in meeting, recording and monitoring demands, and we have adopted the SLA indicators (Service Level Agreement), which portray our performance and contribute to achieving the standard of quality that we plan. For greater integration between our team and customers, we use the Net Promoter Score (NPS) tool, a methodology to assess the level of customer satisfaction.
By adapting this practice, we were able to improve our assessments. We also have satisfaction surveys in three steps after handing over the keys – after one and a half years of occupation, three years and five years – to identify the initiatives to ensure the stability and comfort expected by the customer. We want to ensure the best possible perception in the medium to long term. Named the extension of the relationship rule, the proposal includes events and several actions within the condominiums after its implementation to meet specific demands.
NPS and SLA indicators help us better understand the services provided, the products delivered, and greater control of activities and results. Actions are recorded from the first contact to the solution of each demand. From this information, compiled by the Relationship Center in the CRM tool (MS Dynamics), we outline action plans and establish new deadlines and service goals.
This workflow generates solutions to mitigate possible detractors, increase promotion factors and evolve the service model. Among the main mechanisms of relationship with customers are:
It is an area of Even dedicated to offering several personalized items for the property, according to the style and needs of the future resident, which avoids renovations after handing over the keys. During the work, the changes are made in two phases, allowing the client to receive the apartment in the way he imagined. The first phase allows the owner to modify the plan. Besides a wide variety of options created by Even’s architects, the future resident can mix what he likes best and create a unique space to meet his aspirations and demands.
The second phase takes place around six months before the delivery of the work. The customer can define the painting of the walls, floors in dry areas, mirrors, box, lighting, air conditioning and several options of planned furniture for the kitchen, living room and bedroom. All contracted items are managed by Even itself, and the client also has a team of architects to assist during all stages. With Excluseven, the property is delivered with all the contracted items already installed, ready for immediate removal, and with the quality assurance offered by the Company.
Even has the practice of holding an event - called a Scheduled Visit - so that the customer can see the apartment built according to the Descriptive Memorandum and how it will be delivered. Since May 2020, however, this in-person event has been suspended due to the pandemic and has become virtual. In this new format, we produce a video of the model units and common areas and a 360° virtual tour of the apartments that will be references and make it available to customers via email, SMS, Customer Portal, and printed materials.
The NPS and SLA indicators feed the services and facilities to be included in the new developments, but customers who have already acquired properties for some time can also receive new improvements. An example of this was the creation, in 2021, of three Pet Places in developments delivered between two and five years to meet a need of the owners signaled by the condominium.
We understand customers' needs, and the Pet-Friendly concept has become one of our flags. Currently, in the design of our developments, we have consultants and specialized companies to deliver products. We offer advantages such as specific machines for washing the pets' clothes, partnerships with companies to help with care, training, if necessary, outings and related.
