Browsing by Author "Yulieth Moreno Contreras"

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    Acompañamiento integral para mejorar la experiencia de clientes inmobiliarios_ estudio de caso en Investigaciones y Cobranzas El Libertador
    Jonathan Javier Pulga Niño; Yulieth Moreno Contreras
    The real estate customer experience is a key factor for organizations providing leasing-related services, particularly when addressing customer needs involves multiple departments and touchpoints. In this context, this research aimed to analyze the factors influencing the experience of real estate clients at Investigaciones y Cobranzas El Libertador, with the goal of formulating guidelines to strengthen a comprehensive support model. The study was descriptive in nature and employed a case study approach, integrating both quantitative and qualitative data. Surveys were administered to 26 real estate clients and 11 employees from departments involved in customer service and request management. Additionally, a document review was conducted, and institutional INS and NPS indicators for the January–July 2026 period were analyzed as secondary data. The results revealed a favorable perception regarding the treatment received, the clarity and reliability of information, and the staff's knowledge of processes. However, opportunities for improvement were identified regarding the quality of responses, request follow-up, information continuity, and inter-departmental coordination. Institutional indicators showed a positive trend during the period analyzed. The study concludes that enhancing the customer experience requires consolidating mechanisms for follow-up, continuity, and internal coordination to provide more comprehensive support and reduce the effort required by clients to manage their requests.