SEGMENT:

Imobiliário

NEED:

Experiência do Cliente

SIZE:

De 101 a 1000 funcionários

Mitre: enhanced governance and organization of tickets with Zenvia.

1,200

calls per month in the area

98%

average NPS, a survey assessing internal customer satisfaction

100%

satisfaction survey response rate

The Case

Mitre is a real estate developer and builder with over 55 years of experience in the market and over 8,400 units launched. The company operates in three business segments: Mitre Realty, Mitre Share, and Mitre Agro.

With its accelerated growth, internal demands, especially for IT and Support teams, became increasingly difficult to meet with small teams. The support tool they used no longer met the size and complexity of the operation. So, the company identified the need to have more organized processes and greater governance to build and evolve a team practically from scratch.

With this challenge in hand, Aline Pontes, IT and Infrastructure manager, and Daniel Rogério, Head of Digital, made the decision to invest in Zenvia to restructure the entire internal support and ticketing process for the IT and Support areas.

Challenge

To build the entire support and user service chain, from structuring calls and SLAs to satisfaction surveys and reports. Additionally, create ways to quantify and measure operational needs, eliminating customer dissatisfaction.

Solution

Zenvia was implemented after a 7-day trial.

  • Structured the support processes in the IT area
  • Expanded platform usage to Marketing and Facilities areas, making the demand request process simpler
  • Created and monitored parameterized and configured indicators according to operational needs
  • Managed all support calls
Fale com a Zoe

Still in doubt? Talk to Zoe!

Chat with our virtual assistant directly from WhatsApp and ask questions about solutions, channels and all the possibilities with Zenvia.

Speak with Zoe

Quer se diferenciar do mercado?
Fale com um consultor!

Converse com nosso consultor e tire suas dúvidas sobre
a plataforma e todas as possibilidades com a Zenvia.

Read other success cases

Use the filter to pick the success cases: