Mireia Vizcaya: “At the SAC we not only resolve issues, we create quality and well-being for each customer”
People at the center. This is one of the principles that, since its inception, has accompanied the activity of Núñez i Navarro in all its business divisions. A premise that was strengthened even further 7 years ago with the creation of the Customer Service (CS), a team dedicated to addressing each issue with the utmost efficiency and speed.
Today we wanted to chat with Mireia Vizcaya, director of the Heritage Department at Grupo Núñez i Navarro, to discover the company's vision on customer service and to learn more about the work of the Customer Service Department: “To meet increasingly demanding quality standards, at Núñez i Navarro we have become one of the companies that include the most services in our contracts. We care about our customers and that's why we work to ensure their experience with us is as positive as possible”, Mireia points out.
Therefore, resolving any kind of issue in the day-to-day life of each person is always a priority that is managed with great care by the Customer Service Department: “We created this department to centralize all types of incidents or requests in an orderly and efficient manner. It is currently made up of 15 people: those responsible for call center operations; a technician who is exclusively dedicated to preventive maintenance and organization; a sustainability technician; an expert in installations; technical architects in charge of heritage construction and the attention of complex incidents that cannot be resolved without a technical inspection, a coordinator, and myself”, confirms Vizcaya.
Whether through e-mail, phone, or concierge service, the SAC team handles all kinds of cases related to the housing, offices, premises, parking lots, and industrial warehouses of Núñez i Navarro. As Mireia tells us: “Most of the incidents are focused on installation issues. From air conditioning failures, water leaks, dampness, etc. If the incident occurs within the property itself, it's easier to solve, but not all buildings are 100% owned by the Group, so when the problem occurs in an entity or space of a community of owners it can be more complex, which is why we need to analyze who the problem belongs to and who should manage it”. Incidents that, sometimes, can be truly unbelievable and lead to surprising situations: “We recently received a call from a tenant of one of our properties who was complaining about the church bell ringing next door. He was asking if we could do something about it, like calling the priest to stop the ringing”, Mireia remembers with a smile.
When a customer calls the Customer Service Center, the Núñez i Navarro team analyzes the case and forwards the request to the corresponding professional to offer the most rapid and efficient management possible: “We have identified a series of recurring problems that can be directly referred to the maintenance contractor in charge. We have established a division of three time slots depending on whether it's urgent incidents (addressed within a maximum of 3 hours), medium incidents where a temporary measure can be applied (for example, turning off the water valve in a leak..., which are addressed within 12 hours) or long-term incidents (which usually do not exceed 24 hours)”, points out Vizcaya.
And he adds: “If the call center already detects that it is a situation they cannot directly resolve with the industrial, then it is referred to our internal technical team. We analyze all those incidents and refer them to the relevant professional. There are four technicians on the team, and each one is an expert in a different area. There are buildings that are always attended by the same technician, and therefore, he knows them perfectly well. The accumulated knowledge is important, learning from each breakdown and repair to streamline processes thanks to technology and our integrated program”.
At Núñez i Navarro, we have developed our own software program, which allows us to organize all the assets and the necessary maintenance to carry out effective monitoring: “Thanks to this program, we can create lists of unresolved issues, track them, and note each resolution. It's a very organized way of management that allows us to become more efficient. Also, thanks to our own statistical control system, we can see if there are cases that have been delayed more than expected. If, for example, there is a recurring problem in a building over a year, we can truly analyze where the cause lies and see if replacing some element resolves it”, explains Mireia.
A customer service that, beyond offering technical support, takes into account the needs and circumstances of individuals: “We do not just manage problem resolution, we create quality and well-being for each customer. Especially with more vulnerable groups, such as the elderly who have been with us for many years as tenants”.
“We have also responded on various occasions to calls from people who have found cats on our properties, parking lots, or vacant facilities. In these cases, for example, we collaborate with animal shelters so that they can be removed from these spaces that are not suitable for them and be transferred to foster centers”, the director of the Department of Heritage tells us.
The Customer Service of Núñez i Navarro is highly valued by users. Mireia confirms that “without a doubt, we have improved our customers' experience, as reflected in the surveys we periodically conduct. Highlighting the reduction in waiting times for the resolution of requests”.
Since its inception, the SAC has managed to increase the effectiveness of resolving each of the requests received, focusing above all on quality criteria: “For us, what matters is not just the number of issues resolved, but the quality provided to each customer with each one of them. For example, one of the team members knows sign language. This allows us to personally attend to all the complaints from deaf and mute individuals who require assistance with the utmost efficiency and quality. For us, the most important thing is the people”.
Moreover, as Mireia explains: “In our Customer Service department, the team works very cohesively. Each request is managed by a person in charge, but we consider it a team task. This helps us not to take cases personally and to reduce pressure, especially in situations with dissatisfied customers. This is common in cases of repairs that, according to the contract, are not the responsibility of the owner, but the tenant disagrees. Despite these challenges, we have managed to maintain a calm and stress-free environment in the department thanks to our team dynamics”.
In our company, quality is not just a service, it's a way of understanding life, of understanding the needs of each individual, always committed to their safety and well-being. The Customer Service of Núñez i Navarro goes beyond managing incidents and solving problems. It also focuses on creating stories of satisfaction and trust. Maintaining this satisfaction and trust with our customers is our raison d'être.
