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.<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
By adapting this practice, we were able to improve our assessments. We also have satisfaction surveys in three steps after handing over the keys \u2013 after one and a half years of occupation, three years and five years \u2013 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.<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
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:<\/p>\n\n\n\n