Working with prepared teams and focusing on people, you become a reference for the client
Challenge of departure
Unión de Créditos Inmobiliarios is an entity with a solid track record financing homes through mortgage loans. Aware of the complexity of the mortgage product, its process for the client, the impacts that changes in circumstances have on the lives of customers, UCI decided to enhance the support and transparency in all, and the steps taken by the client to acquire a housing and finance it.
The initial concern was to know the experiences, opinions and experiences of customers, and for this, meetings were organized with the clients themselves to understand how their experience was so far. It was a very enriching process, which allowed us to identify a large number of elements to start with (quick wins).
From there, an in-depth analysis of the Customer Journey of the UCI clients was carried out and an action plan was defined to facilitate the transformation and deployment of the defined Customer Strategy. In February of 2016, the area of Protection of the Client's Interest evolves and the Management of Change is created.
Customers have become the main brand ambassadors. There has been a considerable increase in new clients that are referenced by current clients, who have recommended UCI services based on their good experience.