Revolutionizing Real Estate: How Cyrela Enhanced Service with Cogfy Analytics

Introduction

Cyrela, a leading Brazilian real estate company, has established itself as a powerhouse in the construction and development of high-end residential properties. Headquartered in São Paulo, Cyrela operates across several Brazilian states, as well as in Argentina and Uruguay. Known for its luxury and quality, Cyrela has consistently delivered prestigious developments that set the standard in the industry. Despite its success, Cyrela faced a significant challenge in monitoring and optimizing its customer service operations, prompting the need for an innovative solution.

The Challenge

As one of Brazil's largest construction companies, Cyrela struggled to adequately monitor its customer service center. The company faced difficulties in evaluating whether information was being communicated correctly, if agents were adhering to protocols, and understanding the overall level of customer satisfaction. The existing system only allowed for the analysis of a small fraction of interactions, leaving a vast majority of customer communications unexamined. This limitation hindered Cyrela's ability to ensure high-quality service and customer satisfaction.

Implementing the Solution

To address these challenges, Cyrela integrated Cogfy's Conversation Analytics into its customer service operations. This cutting-edge technology was deployed to analyze all phone calls and WhatsApp conversations, providing comprehensive insights into customer interactions. The solution evaluates key metrics such as customer sentiment, call reasons, resolution levels, and dozens of other customized metrics. By generating detailed reports and real-time dashboards, Cogfy's solution enabled Cyrela to monitor interactions with unprecedented clarity and efficiency.

"Implementing Cogfy's Conversation Analytics has revolutionized our approach to customer service," said a key stakeholder at Cyrela. "We now have the tools to strategically analyze data and improve our service quality."

Results and Impact

The implementation of Cogfy's Conversation Analytics marked a significant transformation in Cyrela's customer service operations. The company transitioned from analyzing just 20 out of 5,000 conversations to monitoring all interactions. This comprehensive analysis provided precise reports and complete dashboards, allowing for more efficient management and strategic data analysis. As a result, there was a notable increase in the quality of customer service, enhancing overall customer satisfaction.

Feedback from Cyrela's team highlighted the positive impact of the solution. "The clarity and depth of insights we now have are unparalleled," noted a customer service manager. "Our ability to respond to customer needs and improve our service has been greatly enhanced."

Conclusion and Future Outlook

The integration of Cogfy's Conversation Analytics has fundamentally changed Cyrela's customer service operations. The solution has not only improved the quality of service but also empowered the company with the tools to make informed, strategic decisions. Looking ahead, Cyrela plans to continue leveraging this technology to drive further improvements and maintain its position as a leader in the real estate industry.

This case study exemplifies the power of innovation and progress. By embracing advanced analytics, Cyrela has set a new standard for customer service excellence, demonstrating the transformative potential of technology in enhancing business operations.