Propuesta a la Vicepresidencia de inmobiliario y consumo para el mejoramiento del servicio postventa del crédito hipotecario para vivienda nueva y usada en la red de sucursales del Grupo Bancolombia en el segundo semestre del 2014

Abstract

Today we have sales and after-sales process with high operational burden in the bank branches without continuous support schemes to customers. The operational processes for approbation, guarantees and disbursements are complex and with just a few tools for monitoring and controlling. The current mortgage sales processes do not generate true sales opportunity, so the purchase value of mortgage customers were validated and the need for support and advice is ratified during and after him, seeing a need to develop alternative channels to potentiate the sale and backing the after-sale mortgage process. The lack of references about information and after-sales customer service and the ineffective policies regarding the quality of products/services to customers, motivates us to conceptualize and work on the scheme for post-sales services in the sale of mortgage credit for purchase of housing in Bancolombia group. We will achieve this through a dynamic guide, easy to understand and internalize, with the most critical transactions that are unknown to most of commercial team members. We consider that an integrated after-sales service will helps to improve the advice of our clients, thus fulfilling one of the premises of our service model.